GREEN BAY, WI- (WGBW) – Returns and exchanges aren’t easy. Explaining to your mother that the sweater she gifted you is all wrong for your skin tone is awkward. Taking the sweater to the store for an exchange or refund can also be problematic!

Did you know that stores are not legally required to accept exchanges or give refunds unless the merchandise is defective or misrepresented? They are under no obligation to let you exchange that puce sweater for something in a more neutral tone.

The Wisconsin Better Business Bureau says most retailers offer refund and exchange programs, but policies vary greatly from one store to another. Be sure to double-check policies this holiday season, even if you are familiar with the brand, as stores can change their policies whenever they want.

The following tips should help to make your holiday returns run more smoothly.

Research retailers beforehand. Look up the business on BBB.org to check its rating, reviews, and complaints before purchasing, especially if you are unfamiliar with the retailer. This can help avoid issues with returns later.
Get to know store policies. Before you make a purchase, find out if the store has a return policy and, if so, how it works. Understand that many retailers change their policies for the holiday season. If the store allows returns or exchanges, find out if you need to pay a restocking fee. Ask the seller if they offer cash refunds, exchanges, or only store credit. Store policies are usually posted at the check-out counter or printed on the back of receipts.
Understand online store return policies. If you are shopping online, search for the seller’s return policy and read it through before clicking “buy.” Find out if they accept returns or exchanges and who pays for the shipping when an item is returned. In some cases, you can save on shipping fees by returning an online purchase to the local brick-and-mortar store. See more of our tips for hassle-free returns for online purchases here.
Get the details on a product’s warranty. Most electronics and home appliances come with warranties that are to be fulfilled by the manufacturer, not the retailer. Find out how the store handles returns and repairs if an item stops working or needs replacement parts. Will the retailer ship the item to the manufacturer for you? Or will you need to deal with the manufacturer directly? Knowing the answers will leave you well-prepared for any future issues.
Use credit cards for extra protection. Paying with a credit card may offer additional protections for returns or disputes, especially if there is an issue with the product or the retailer.
Keep your receipt and packaging. Most stores will only accept returns and exchanges if you can present the item with its receipt and original packaging. Always include a gift receipt with items you give, and hold on to any gift receipts you receive.
Know the rules for returning gifts without a receipt. Returning gifts without a receipt can be tricky. Without a receipt, most retailers offer store credit or an exchange rather than a full refund to your original method of payment, especially if the item is marked down or on clearance.
Bring your ID. Many stores ask to see your ID when you return an item to avoid holiday return scams. Sometimes retailers require you to bring your ID and the original form of payment. If this is the policy of the store where your gift is from, you may need the assistance of the gift-giver in order to be reimbursed.
Make returns in a timely fashion. Almost all return policies are valid during a specific time period. Some stores modify their return period during the holidays, so don’t risk missing your chance to make your return. Take the item back to the store without delay.
Watch out for return scams. Be on the lookout for fraudulent return policies or suspicious third-party return services that promise to handle the process for you. Always follow official channels and platforms when returning items.

For more holiday tips, visit the BBB Holiday Tips page.

See BBB’s New year’s guide.

View the online version

For more information or further inquiries, contact the Wisconsin BBB at www.bbb.org/wisconsin, 414-847-6000 or 1-800-273-1002. Consumers also can find more information about how to protect themselves from scams by following the Wisconsin BBB on Facebook, Twitter, Instagram and YouTube.

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