NEW YORK DEPARTMENT OF STATE’S DIVISION OF CONSUMER PROTECTION PROVIDES TIPS TO HELP CONSUMERS NAVIGATE RETURN AND REFUND POLICIES
Shoppers Should Be Aware of Laws Protecting Consumers to Make Informed Decisions During the Final Hours of the Holiday Shopping Season.
Secretary Mosley: “It’s important for consumers to pay attention to return and refund policies so you can exchange that item you’ll never use for something you love.”
As the holiday shopping season wraps up, the New York Department of State’s Division of Consumer Protection is offering essential tips to help consumers navigate return and refund policies. According to the National Retail Federation, this year’s holiday weekend from Thanksgiving through Cyber Monday set record-breaking levels of consumer spending. The State of Retail Returns 2024 Report estimates that $743 billion worth of merchandise was returned last year. However, return policies vary widely among retailers, sometimes making the process challenging. To assist consumers, the Division emphasizes the importance of understanding these policies and being aware of the laws protecting their rights.
“As the holiday shopping season comes to an end, gift givers and receivers alike may find themselves reconsidering their purchases,” said Secretary of State Walter T. Mosley. “Depending on the store, there may be limitations on returns. That’s why it’s crucial to understand the return and refund policy before making a purchase, ensuring you can exchange unwanted items for something you’ll truly enjoy.”
Tips for Navigating Return and Refund Policies 1. Pay Attention to Return Policies New York State law requires retailers to post their refund policies in a clear and conspicuous manner — on the item, at the store entrance, or near the cash register. Additionally, retailers must provide a written copy of their return policy upon request.
No Obligation to Accept Returns: New York State law does not mandate retailers to accept returns, but stores must display a visible notice before the point of sale if they do not allow returns. Default Policy:
If no return policy is posted, retailers must accept returns of unused, undamaged merchandise within 30 days of purchase, provided the item includes proof of purchase. Refunds must be given in the form of cash or credit based on the consumer’s preference.
Understand the Refund Terms For stores that accept returns, New York law does not dictate the method of refund but requires retailers to disclose whether refunds are given as cash, credit, or exchange. Fees and Restocking Charges: Any fees associated with returns, such as restocking fees, must be disclosed in advance. If no fee is listed, consumers should inquire about potential charges and clarify whether items can be returned for a refund or only for store credit.
Retain Proofs of Purchase Consumers should keep receipts to facilitate returns. If purchasing gifts, ask for a gift receipt. It’s also advisable to retain the item’s original packaging and any confirmation numbers.
Consumers experiencing difficulties obtaining a refund are encouraged to file a complaint with the New York State Division of Consumer Protection.
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The New York State Division of Consumer Protection provides voluntary mediation services between consumers and businesses when direct resolution efforts fail.
Consumer Assistance Helpline: Call 1-800-697-1220, available Monday through Friday, 8:30 AM to 4:30 PM (excluding State holidays). File a Complaint: Complaints can be filed anytime at www.dos.ny.gov/consumerprotection. Connect with the Division via X at @NYSConsumer or Facebook for additional resources and support.