The Guide to Happy Gift Returns

Dec. 22, 2008 — -- Contrary to popular belief, stores don't have to accept returns -- at all.

Stores are allowed to set their own return policies, and as long as they post their policies, they can do whatever they want. Be sure to read the signs, read the receipt or ask the cashier before you buy. Stores seem to be getting stricter about returns. Too many have been burned by customers who bring items back five years later or shoplift items then try to return them for cash. All the more reason why you need to be prepared if you want to have many happy returns.

Of course, a receipt is your ticket to a successful return. I save mine in an accordion file organized by month. If you're buying a gift, more and more stores now offer gift receipts. Get in the habit of asking for one. If you lose your receipt and you paid by credit card, try taking your credit card statement to the store as proof of purchase.

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If you don't have a receipt, you may have to settle for an exchange rather than a return. And be prepared to accept the lowest price at which the product has been sold in the past year. If the cashier claims the store doesn't carry the item, ask to see the department manager, who should be more familiar with the merchandise.

I once bought my husband about 10 pairs of shorts to replace the ratty ones he insisted on wearing in public. I cut the price tags off because they were a gift for his birthday. Some of the shorts didn't fit (or were too nice for his tastes). I had my receipt, but the store balked at giving me a refund because the tags were missing. These days I just cut off just the price part of the tag and leave the product numbers and bar codes intact.

Be sure to save all original packaging until you know the product works. If the item doesn't work when you buy it or it breaks down soon after, you should be able to take it back to the store rather than going through the rigmarole of contacting the manufacturer. Be pleasantly persistent.

If you have trouble returning something at the store level and you're certain you are in the right, write to the company president or the customer relations department or both. If the item actually broke, try this: Tape a piece of the product to your letter. If you don't get a response, write another letter and cc this one to the Better Business Bureau and your county and state consumer protection offices.