Product Returns Made Easier

Shopping online is easy; returning can be another story. And some e-tailers make it more painful by adding fees and shrinking return windows.

Returns are a huge financial drain on retailers. Nearly 1 in 6 purchases online get returned, according to the National Retail Federation. Each returned item costs retailers an average of $23 to $25, and many end up in landfill rather than getting repackaged and resold, according to Christian Piller, cofounder of Pollen Returns, a provider of product return services.

Despite the lost profits, 93 percent of retailers in a survey by anti-fraud software firm Riskified said it’s important to offer generous return policies to win new customers and retain loyal ones. So companies are exploring ways to reduce the frequency of returns and trying new return policies, Piller says. “It will get easier for consumers — but if retailers offer more convenience, they may actually have to be more strict, too,” he says. For example, you might see more retailers offering free in-home pickup … but shortening the time you have to make a return.

In the meantime, many big chains continue generous return policies, such as free shipping and long deadlines. They’re also adding perks including “buy online, return to store” options, curbside returns, label- and box-free mailing and home pickup. Many retailers invest in technology to help avoid returns in the first place: Apps let you virtually try on clothing and shoes and try out furniture, paint and other home products. Amazon has started labeling frequently returned items.

Below is a list of buyer-friendly return perks and how they work, plus a sampling of retailers that offer them. They’re free, except where noted, but they’re not available in all locations and may have other restrictions.

Some general tips about returns: Always check return deadlines, which are often extended for holiday purchases. Watch out for products marked “final sale” and those sold by third-parties on Amazon, Walmart and other marketplace sites; their policies may differ. Don’t assume you can’t return something you’ve removed from its packaging. Many stores, for example, let you return gently used makeup, including Kohl’s, Sephora, Macy’s, Target and CVS.

Curbside return

How it works: After initiating the return online, you drive up to the store, and a clerk meets you at your car to accept unwanted items. It’s a great option if you have accessibility issues — or just hate waiting in customer service lines.

Who offers it: Walmart, Target and Dick’s Sporting Goods.

Convenient in-store drop-off

How it works: Initiate the return online, get a QR code and use it to drop off your stuff at designated locations — no labels or packaging needed.