Kimberly Hazen, with the Better Business Bureau, says consumers might protest but many stores are not required to exchange an item unless it’s defective or was improperly advertised.
“It really is up to the store’s policy to take — or not take — an item in return,” Hazen says. “They can decide if they offer a full refund, if they offer just a store credit or if they offer just an exchange.”
Stores must honor their written policies, but those might not always be clear. Some stores in Nebraska print those policies right on the receipt, which is very helpful, but she says most don’t.
“Then you want to really hope you got a gift receipt from the person that gave you the gift,” Hazen says. “Also, making sure you don’t take the tags off and you keep the original packaging.”
Consumers need to beware, Hazen says, as retailers may charge a fee to put items back on the shelves. “A restocking fee can be as high as 25% of what you paid for the original item,” she says.
If you encounter a problem at the store, consult the Better Business Bureau website and enter your town in the search window.