NYS consumer bureau gives tips on post-holiday returns, refunds

WATERTOWN, N.Y. (WWTI) - The New York Department of State’s Division of Consumer Protection is providing some suggestions on returning those unwanted holiday presents. The State of Retail Returns 2024 Report states that $743 billion worth of merchandise was returned last year.

The state's consumer protection bureau said that policies vary from store to store, making returns and refunds a challenge at times. However, shoppers should be aware of laws that protect them so they can make informed decisions about holiday returns and understand what to look for when reviewing return and refund policies.

"As the holiday shopping season comes to an end, both gift givers and receivers may have changed their minds about what they bought," said New York Secretary of State Walter T. Mosley. "But depending on where you’re returning the items, there may be some limitations. It’s important for consumers to pay attention, prior to purchase, the return and refund policy so you can exchange that item you’ll never use for something you love."

The Division of Consumer Protection offers the following advice to help consumers navigate return and refund policies:

Pay attention to store return policies: State law requires that stores post their refund policies conspicuously - on the item, at the store entrance, or on or near the cash register. Retailers must provide a written copy of the store’s return policy when requested.

• NYS Law does not require retailers to accept returns. However, they must post a conspicuous notice visible to consumers before the point of sale, advising that no returns will be accepted.
• If the retailer does not post a return policy, the law requires that the retailer accept returns of unused, undamaged merchandise within 30 days of the purchase date. The returned item must include a proof of purchase and the refund must be in the form of cash or credit based on the customer’s preference.

Understand the terms of refunds: For retailers that allow returns, New York law does not require refunds to be given in any specific manner. However, it does require the form of the refund -- cash, credit, or exchange -- be clearly disclosed in advance of purchase. Retailers must also disclose any fees associated with the return. If no fee is listed, customers should inquire whether the store imposes a re-stocking fee for returned merchandise and determine prior to purchase if the item can be returned for a refund or only store credit.

Retain any proofs of purchase: Consumers should hold on to receipts in the event a product needs to be returned. If purchasing gifts, ask if a gift receipt is available. It is also advised to keep the packaging of an item, along with its confirmation number.

Any consumers having difficulty getting a refund are urged to file a complaint with the State's Division of Consumer Protection.