About Returns

During the shopping season, it’s hard not to keep buying things—but sometimes what you buy doesn’t work out and you want to return it. For items purchased in-store, you can usually just bring them back to the store. As long as the packaging is intact and you have the receipt, there’s generally no problem and the refund will often be issued to your account on the spot. Online purchases are similar, except there’s usually an extra step of printing a label and mailing the item back to the merchant, and the process may take a bit longer.

In fact, returns and exchanges are very common in the U.S., and many merchants have fairly generous return systems in place to encourage repeat business. Take Costco, for example: according to popular stories, even a half-eaten rotisserie chicken or a video game console used for half a year could still be returned for a full refund if you weren’t satisfied. I once saw someone return a grimy kitchen mixer, and customer service processed the return without hesitation. So if you end up with something you’re unhappy with, don’t be afraid to contact the merchant and ask about a return—you generally don’t need to worry about being blacklisted. That said, intentionally abusing return policies is best avoided. A merchant may not always refuse the return, but it’s still not a good habit to develop.

Return Policies

Every merchant has its own return policy, and some even have different return rules for different product categories. During holiday periods, return windows may also be extended. If you want to return something successfully without being charged extra fees, it helps to understand the store’s return policy first. Here, we’ll use Amazon as an example to explain some common return-related terms.

Return Window

Most merchants set a return window for their products—for example, returns or exchanges within 30 days of purchase or delivery. If you’re returning something in person, being 1–2 days late is often not a big deal. Different products may have different return windows, and those details are usually spelled out in the store’s terms. Around the holidays, return windows are often extended: partly because merchants know people may be busy with holiday plans, and partly because longer return periods make it easier to accommodate impulse purchases.

For example, Amazon’s standard return window for many products is 30 days. To receive a full refund, the item generally needs to be unopened and in like-new condition. During the 2021 holiday shopping season, products purchased from October 1 through December 31, 2021 could be returned through January 31, effectively giving shoppers up to 90 days to return them.

Restocking Fee

If you are well past the return deadline, you may be charged a restocking fee, typically around 15%–20%. That usually applies only if the item is still in basically good condition. If the item has been damaged or soiled by the customer, the merchant may charge a higher restocking fee—or even refuse the return entirely.

For example, for Amazon devices, if the item is returned within 30 days after the applicable return window ends, Amazon may charge a 20% restocking fee. If it is returned more than 30 days after the return window ends, it will no longer be eligible for return.

If your Amazon device is delivered to Amazon.com in the thirty-day period after the end of the applicable return window, we reserve the right to charge a restocking fee equal to 20% of the item's price.You will not be eligible for a refund if the device is delivered to Amazon.com more than 30 days following the end of the applicable return window.

In other cases, an even higher restocking fee may apply.

Non-Returnable Products

When merchants run clearance sales with especially deep discounts, some items may be marked as final sale, meaning they cannot be returned. This is usually indicated on the receipt or on the product tag. Some food and baby products may also be classified as non-returnable. Gift cards are also generally non-returnable as a matter of law.

Amazon lists a number of items that cannot be returned. Broadly speaking, these include products that cannot be resold, products whose origin cannot be verified, and certain special-category items.

Amazon.com doesn't accept returns of the following items:

  • Computer laptops, desktops, and Kindles more than 30 days after delivery
  • Items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
  • Any product missing the serial number or UPC
  • Downloadable software products
  • Online subscriptions after they have been accessed
  • Gift cards (except as required by law)
  • Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)
  • Some jewelry orders
  • Some health and personal care orders
  • Grocery products
  • Open software
  • Items with special shipping restrictions
  • Live insects

Return Methods

For items purchased in-store, the easiest option is usually to bring them back to the store with your receipt. Even if you lost the receipt, an in-store return may still be possible, though you might receive store credit instead of a refund. For online purchases, you may be able to return the item at a local brick-and-mortar store—Saks, Kohl's, and Sears are examples mentioned here. You can also mail the item back directly to the merchant’s designated return warehouse. Once the merchant inspects the returned item and confirms everything is in order, the refund is issued.

Amazon offers quite a few return options. You can print a shipping label and drop the package off with a carrier, choose a carrier pickup from your home, return smaller items via an Amazon Locker, use a dedicated return center, or sometimes return items at an Amazon physical store.

You can return items in the following ways:

  • Using drop off services at locations that are convenient for you
  • Using pickup options
  • Using Heavy-Bulky return options, handled by a specialty carrier team
  • Using Locker, Locker+, and Amazon Hub Counter locations for small packages
  • Using a scanned QR code at designated returns locations to make label-free and package-free returns

You can return most items purchased at an Amazon Physical Store for a full refund within 30 days of purchase. In addition, eligible items purchased on Amazon.com can be returned at a participating physical store location. To determine your return options for Amazon.com purchases, use our Online Return Center.

Return Shipping and Labels

For online orders, many merchants provide a prepaid label with the return address already filled in. You simply print it out, attach it to the box, and hand the package to the appropriate carrier such as USPS, UPS, or FedEx. Some smaller merchants do not provide a label, or they may require you to pay for shipping first yourself. In that case, make sure you confirm the correct return address before mailing the item—there is often a dedicated returns address, which may not be the same as the original shipping address.

On Amazon, returns due to product defects are often free. You can initiate the return directly from your order and print the prepaid label right away. However, if you’re returning something because you changed your mind or for another personal reason, you may need to pay return shipping. Compared with shipping an item on your own, Amazon’s return shipping rates are often quite low. That amount will usually be deducted from your refund.

Proof for Returns

For online purchases, the process is relatively simple: you can just initiate a return from the corresponding order. Pack the item back up as it was originally, and make sure the tags and box remain in good condition. For in-store purchases, it’s best to provide the original receipt.

On Amazon, you can start the return from the relevant order and then mail back the item. The box will have a UPC, and some products also have a serial number, which helps verify that the item was indeed purchased from Amazon.

Refunds

If you return an item within the allowed return window, you will generally receive a full refund. Otherwise, you may be charged a partial restocking fee or have to cover the return shipping yourself. Refunds are usually sent back to your original payment method. If you paid with a gift card, you may receive a new gift card instead. Some merchants also issue store credit for in-store returns.

If the refund is issued as a gift card or store credit in-store, you will usually receive it immediately. For credit card refunds, it generally takes about 2-5 business days. For online order refunds, you typically need to wait until the return is received and confirmed, and then it takes another 3-5 business days for the refund to go back to the original payment method.

Amazon lists the processing time for different refund methods in detail. After you see that your return has been approved, make sure to check whether you actually received the refund. Sometimes, due to system issues or other problems, the refund may not arrive, and that can be a costly mistake.

Steps for Returning an Item

In-store returns

Returning an item in-store is usually pretty straightforward. Bring your receipt, the item you want to return, and the credit card you used for the purchase if possible. Some merchants require the original card; otherwise, they may only offer store credit. Go to the merchant’s customer service center to process the return. In most cases, the representative will ask when you bought the item and why you are dissatisfied with it. In-store returns are often fairly flexible: for clothing, you can say it did not fit well; for electronics, saying it makes noise or has a problem will often be enough for the return to be accepted.

For smaller refunds, some merchants may give you cash directly. For larger amounts, they may ask you to swipe the credit card you used for the original purchase again, though sometimes that is not necessary. If you do not have the receipt or if you lost it, customer service may issue store credit instead. For example, when returning items at Walmart, if you do not have a receipt, they may give you a Walmart gift card.

Online returns

Online returns are a bit more troublesome, and the process usually takes longer. The overall timeline is often around half a month. If there is a nearby physical store that accepts returns for online purchases, it is usually best to handle the return there directly.

  • Start the return: In most cases, you can initiate it directly from your online order history, or contact customer service to get a prepaid label.
  • Select the reason: Depending on the reason you choose, you may have to pay return shipping or a restocking fee.
  • Get a shipping label: Usually the merchant provides one. If not, you can ship it yourself through USPS, UPS, FedEx, etc. to the designated address.
  • Pack and ship: You can reuse the original box, remove the old shipping label, and attach the new one. Add as much protective filler as possible. After dropping it off with the carrier, keep the drop-off receipt as proof.
  • Wait: It usually takes 3-5 business days for the return to arrive at the warehouse. The warehouse then needs to inspect whether your return meets the requirements, which may take another 1-5 business days. After that, the system still needs to be updated, so it may take close to half a month before the full process is completed.
  • Refund: Once the return qualifies for a refund, the money is generally sent back to the original payment method within 1-3 business days.

Here is a simple example of the Amazon return process:

  • Select your order and click return.
  • Enter the reason for the return and the quantity you want to return. If you choose that the item is broken, you need to provide a short explanation.
  • Amazon provides additional support options, such as having someone contact you for troubleshooting or showing you how to use the product. If you still want to return it, you can choose either a replacement or a refund.
  • There are two ways to return it: you can take it to Kohl's, which partners with Amazon, to avoid the hassle of shipping, or you can use UPS by printing the label and dropping it off yourself or arranging for pickup.
  • After confirming, a label or return confirmation letter will be generated. Complete the required steps and then wait for the refund.

Return Policies of Common U.S. Retailers in 2021

Here is a simple overview of return policies at common U.S. retailers. These are only general rules. For details, check each retailer’s official website or ask at the in-store customer service center.

Merchant Return window Holiday policy (2021) Other rules Policy link
Amazon 30 days after delivery For purchases made from October 1-December 31, the return deadline is January 31 of the following year Electronics, computers, game consoles, etc. must be unopened or defective to be returned. Gift cards, Grocery, and some Baby Item products are non-returnable. Items sold by third-party sellers follow the seller’s own return policy. Details
Best Buy Regular items: 15 days; activatable electronics: 14 days For purchases made from October 18-January 2, 2022, the return deadline is January 16, 2022 Activatable devices have a $45 return fee. Best Buy premium members can have up to 60 days to return items. Details
Costco Most items can be returned at any time; TVs, computers, cameras, and other electronics: 90 days No difference Tires, tobacco and alcohol, diamonds, and certain other items have separate return rules Details
IKEA 365 days if unopened; 180 days if opened, with receipt required No difference ID is required Details
Kohl's Regular items: 180 days; beauty: 60 days; electronics: 30 days For electronics purchased from November 1-December 25, the return period is extended to January 31 Refunds may be available without a receipt. Details
Nordstrom No set limit No difference A receipt is not always required. Nordstrom Rack stores: 45 days. Details
Saks 30 days No difference No return shipping charge within 14 days; after 14 days, return shipping costs $10 Details
Target 90 days For electronics purchased from October 1-December 25, the return period starts on December 26 Extended to 120 days for Red Card users Details
Walmart 90 days For items purchased from November 1-December 25, the return period starts on December 26 Third-party sellers have their own return policies Details

Other options

Some third-party platforms also offer return services. For example, PayPal and ShopRunner both offer free return shipping benefits.

  • PayPal: If you paid with PayPal, you may be eligible for PayPal’s return shipping service, which can reimburse return shipping for qualifying returns (Details)
  • ShopRunner: You can use ShopRunner to get free shipping benefits at some merchants, and it can also be used for free returns (Details)

As for whether returns can cause any problems: normal returns are generally fine. They won’t affect your credit history, and merchants won’t blacklist you for them. Shopping is voluntary on both sides, and offering returns is also one way for merchants to strengthen their brand appeal. However, if you make fraudulent returns—for example, frequently returning items that were not bought from that store, or repeatedly making returns without a receipt—it can attract the merchant’s attention and lead to an investigation.