The Returns Policy
Shopping Tip #1
Online shopping can be time and cost-efficient but it can also leave you dismayed and disappointed if you don't want or like a product when it arrives.
Before you make any purchase, always check the site's returns policy. Online stores vary widely as far as what they are willing to do for a consumer who wants to return an item. Most stores have a standard 10 to 30 days returns policy where you can get a refund minus shipping costs or make an exchange. Some - the ones I like best - have very liberal returns policies and even pay for return shipping. Others won't accept any returns at all.
On all online store websites, there should be a clearly stated returns policy. You can often find that under the Help, Customer Service, FAQ, or Policies links on the site.
Read carefully what is refundable and whether there is a restocking fee (a pet peeve of mine). Unless you are absolutely positive that what you are buying is exactly what you want, stay away from sites that refuse returns. Even if a site is a little less expensive than others that sell the same item or items, a strict no returns policy is red flag. You may get exactly what you want but what if you don't? The store is under no obligation to accept a return because, once you click the confirmation of order link, you are agreeing to their store policies.
Obviously if something arrives damaged or is defective, all online stores should take care of the problem and make sure you get a new item as described. However, if you buy that great looking deep green wool sweater at an incredibly low price and it turns out to be olive drab and two sizes too small despite the label, you will want to have purchased it at a store that has a fair returns policy.
What Is Fair?
The majority of online stores I frequent accept returns within a certain time period. I pay for shipping back and I can exchange my items or get a refund minus shipping costs. While I never like to spend money to send an unwanted item back and I really hate to pay shipping costs for an item I return, that is a standard returns policy and one that most stores adopt.
Some online stores will send a postage paid return label with your order. If you use it to return products, they will deduct a certain fee, usually a relatively low one, from your return. Others will pay for return shipping. Zappos (shoes) and Sephora (cosmetics and beauty supplies) come to mind. They enclose a prepaid shipping label with all orders and it costs nothing to return items and nothing for them to send your exchanges to you. Stores like that are few and far between but, with online shopping becoming so popular and with more stores taking their businesses online, the competition for consumers is stiff. If a store wants our business, they'll be fair if we need to return an item. If not, we'll go elsewhere and they will lose valuable potential customers.
Red Flag!
If a store has no posted returns policy anywhere on the site, don't order from them until you call or write to customer service and ask specifically what their policies are. If you call customer service and they tell you that they will accept a return, ask them to please email you that information. I refuse to shop at any online stores that don't tell me their policies upfront. I wouldn't walk into a store in the mall and buy something without looking at their policies so why should an online store be any different?
If you don't get a response from customer service in a timely fashion about their returns policy, bypass the store. Their prices may be lower than others but lack of customer service and clear policies is a red flag. You could have more trouble than you ever anticipated with a store that is less than upfront and won't communicate with a potential customer.
In Conclusion
Always know the returns policy of any store you visit on the net and, if you need to return an item, follow their posted procedures. If you must obtain a Return Merchandise Authorization (RMA) number before mailing back the item, be sure to call or write to customer service to get that. If you send a parcel back without one, you may find it right back on your doorstep - if you're lucky.
Walk away from stores that don't tell you what their returns policy is on the site unless you get, in writing via email, their policy sent to you. Save that email in case a problem crops up and you need to return an item. If the store claims they don't accept returns, forward them the email they sent you and tell them to act accordingly.
Careful attention to online stores' policies will make you an informed - and satisfied - shopper.
--P. Therre
