Archive for December 7th, 2009

This holiday season, BBB wants to remind consumers to know their rights before making a purchase.  “Each year BBB receives calls after the holidays from upset consumers who are stuck with items they can’t return,” says Reanna Smith-Hamblin, Communications Director for the BBB in Louisville. “Consumers should familiarize themselves with the seller’s return policy before making a purchase to prevent any confusion in the event the item they purchased needs to be returned.”

Before you go shopping for a loved one this holiday season, BBB wants to remind you to know your rights before making a purchase.

• Know the seller’s return policy. Be sure to find out about a store’s return policies before making a purchase—especially a major one. Keep in mind that returning or exchanging items is a privilege, not a right. Generally speaking, state and federal laws do not require that retailers provide returns or exchanges. A business is not obligated to accept items for refund, exchange, or credit except in cases where the item is defective or misrepresented.

• The merchandise was defective. Now what? Regardless of a store’s policy, if the goods you have purchased were misrepresented or are defective, you have every reason to expect the store to provide a suitable substitute or refund, or make proper repairs. The laws in all states require a store to make good in such cases. Keep in mind that health regulations forbid returns of such items as hats, bathing suits, and other intimate apparel.

• Check if there are restocking fees if an item is returned. If you custom order a product, many stores charge a restocking fee for the return of such a product. It is a good idea to keep the packaging an item was wrapped in just in case it is required for return by the store to the manufacturer. Or if you know you are going to return it, don’t open the package at all. Many retailers have restocking fees for high-priced merchandise such as electronics and furniture.

• You want to return an item and get your money back.  A customer’s money may be returned under a refund policy. Stores that offer refunds as a policy do so voluntarily and, in most cases, are not compelled by state or federal law to do so.  These policies usually require that products be returned to a store within a specific period of time and in original purchase condition. In almost every case, a sales slip or some other evidence that the item was actually purchased at a particular store is also required. If a customer does not have evidence of purchase, he or she may not receive a refund or may not receive the full amount of the purchase price. In some stores, all sales are final.

• Understand exchanges or credits. In a product exchange, an item may be returned and another item of equal value may be received in its place. This privilege is usually extended when the buyer has made a reasonable mistake; for example, in the size or color of the product purchased. In other instances, customers may receive a credit slip after returning an item. This store credit allows the consumer to purchase any other item at that store which has the same monetary value as the item he or she has returned.

• What to do if the product has a separate written warranty. Some products have warranties that spell out the manufacturer’s liability if the product is defective. Reading a product’s warranty before returning an item to a store from which it was purchased is highly recommended. In some cases, warranties exempt stores from product liability and require consumers to mail the product to a manufacturer or other business in order to receive monetary refunds, credit, or product replacement.

• If the purchase is made under a written contract, normal return privileges may be affected. Written contracts sometimes have special provisions for the return of goods. A contract usually provides its own conditions for return of the goods and cancellation of an agreement. Always read and understand a contract before you sign it; never sign a blank contract and always keep a copy of the contract.

• Don’t delay. If a store has a return policy, there may be time limits for returns.

• AND always keep receipts and original packaging!

For more holiday shopping tips go to www.bbb.org or call 1-800-388-2222