Return rules are set by each store, and they vary more than most shoppers expect. Here is how to find the policy, read it, and use it before you pay.
A return policy is the set of rules a store uses to decide whether it will take an item back, and what you get in return. Knowing those rules before you pay can save you from being stuck with something you cannot use.
What a Return Policy Is and Where to Find It
Each retailer writes its own return policy, and the details differ from store to store. The FTC advises checking a company’s policy before you go back to a store or website with a problem. You can usually find it in a few places:
- On the receipt, where many stores print the return deadline
- On product packaging or in warranty paperwork
- On the seller’s website, often under a link labeled returns or customer service
If you shop online, read the policy before you check out, not after. Some items, such as clearance goods or opened products, may have different terms than the store’s general policy.
Return Windows, Restocking Fees and Final Sale Items
The return window is the period of time you have to bring an item back. Many stores will not accept returns or exchanges after a certain time, such as 30 or 90 days. The FTC recommends returning an undamaged item promptly to have the best chance of a refund, exchange, or store credit.
A few other terms matter here:
- A restocking fee is a charge some sellers deduct when an item is returned. The amount varies by seller, so look for it in the policy.
- A final sale item cannot be returned at all. Stores usually mark these clearly, but it pays to check.
- If a product turns out to be defective or damaged after the seller’s return deadline, you may need to contact the manufacturer instead.
How Refunds Are Issued
Not every return ends the same way. The FTC notes that sellers are often more willing to offer a store credit than a refund, because a credit costs them less and keeps you as a customer. When you ask for a resolution, be specific about what you want.
| Option | What it means |
|---|---|
| Refund | Money returned to your original payment method |
| Store credit | An amount you can spend only at that store |
| Exchange | A replacement item instead of money back |
| Markdown or discount | A reduced price on the item you bought, or on a future purchase |
A store credit is worth less to you than a refund if you do not plan to shop there again, so it is fair to ask for the refund first.
Buying Online: The FTC’s Shipping Rules
Most things you order by mail, online, or by phone fall under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule. The rule says:
- The seller must ship your order within the time stated in the offer. If no time is given, it must ship within 30 days of when you placed the order.
- If there is a delay, the seller must tell you and give you the choice of agreeing to the delay or canceling for a full refund.
- If the seller never ships the order, it must give you a full refund, not a gift card or store credit.
If the order arrives but the item is wrong or you reject it, start by contacting the seller. Most businesses will work with you to keep you as a customer.
Receipts, Gift Returns and Disputing a Charge
Keep your receipts, invoices, canceled checks, and credit card statements. The FTC suggests making copies to give the business and keeping the originals, along with any tags and original packaging. If you get a gift, ask the giver for the receipt or check the store’s gift return rules before you head to the counter.
If you were charged for something you returned or never received and the company will not reverse the charge, you can dispute it with your card issuer. Credit card billing errors must be disputed in writing within 60 days of the date the first statement showing the error was sent to you. Send the letter to the address listed for billing disputes on your statement. The issuer must acknowledge your dispute in writing within 30 days and resolve it within two billing cycles, but not more than 90 days. Some issuers let you dispute by phone or online, but the FTC recommends following up with a letter to get the full protection of the law. Different protections apply to debit card charges, so contact your bank promptly.
Worth a look: The FTC’s Cooling-Off Rule gives you three business days to cancel certain sales made at your home, workplace, or dormitory, or at a seller’s temporary location like a hotel or fairground. It does not cover sales made entirely online, by mail, or by telephone, so a store’s own return policy is what governs most purchases.
Checking the Policy Before You Check Out
A short checklist takes only a minute:
- Find the return policy on the receipt, packaging, or website.
- Note the return window and whether it starts from purchase or delivery.
- Look for restocking fees or final sale labels.
- Check whether returns get a refund or only store credit.
- Save the receipt and, for online orders, a screenshot of the policy.
If the seller will not resolve the problem, you can file a complaint with your state consumer protection office or the FTC, or with econsumer.gov for a seller outside the United States. Keep notes on who you spoke with, the date, and what was promised.
Checking return terms fits with the habits in our guide to the 24-hour rule, which pauses impulse buys long enough to read the fine print. It also matters for bigger purchases, like the items covered in buying refurbished electronics. And for the other side of the checkout, see whether sale prices are real before you assume a discount is a deal.
Quick wins
- Each retailer writes its own return policy, which is usually printed on receipts and posted on the seller’s website.
- Many stores stop accepting returns after a set deadline, such as 30 or 90 days, so check the return window before you buy.
- Sellers are often more willing to offer store credit than a cash refund, so say clearly which one you want.
- Under the FTC’s mail, internet, and telephone order rule, a seller that never ships your online order owes you a full refund, not store credit.
- Credit card billing errors must be disputed in writing within 60 days of the first statement showing the error.
You might be wondering
Do all stores have to accept returns?
No. Each retailer sets its own return rules, and some items are sold as final sale with no returns at all. Check the policy, which is usually on the receipt, packaging, or the seller’s website.
What is a restocking fee?
A restocking fee is a charge some sellers deduct when an item is returned, often to cover handling. The amount and the items it applies to vary by seller, so look for it in the policy before you buy.
What can I do if my online order never arrives?
Contact the seller first. Under the FTC’s mail, internet, or telephone order merchandise rule, a seller that does not ship your order has to give you a full refund, not a gift card or store credit.
What if the store refuses to resolve the problem?
You can file a complaint with your state consumer protection office or the FTC, or with econsumer.gov if the seller is outside the United States. Keep notes on who you spoke with and what was promised.
These tips are general information. Prices, plans and programs vary by provider and location, so check the details with your provider before you switch or sign up.