For those that know me personally I am the QUEEN of returns and exchanges. As someone who is a budget betty I am always re-considering purchases I’ve made and I always do a ton of research prior to buying something. I have been on both sides of the return/exchange transaction so I totally get both sides.
Sometimes part of this research is a store’s return/exchange policy. Don’t get me wrong I am not the customer that will use something to death and then try to take advantage. I have worked in retail before and this is never a cute look. However, I am generally of the position that if you approach the situation correctly and if warranted, retailers are generally more than willing to replace and item that is defective or one that you want to exchange.
Here what you need to know about returning/exchanging things:
1. Always check the return policy prior to making a purchase
You always need to know what you’re getting into. Unless you are re-purchasing something, you do not know what to expect. You may think something is nice and good quality only to take it home and for it not to work as you intended. Know the return/exchange policy before buying.
Now that we are purchasing more and more online without seeing an item in person it is important to review the return policy prior to making the purchase. If its a clothing item make sure when you get the item you try it on with a bunch of other things you own to confirm that you can get the most use out of that item to make sure that you love it.
2. Always reach out to a customer service representative prior to going to the store
I would encourage you to reach out to the customer service representative online (online general email) or if there is a telephone number you can call I would do this first before making a trip to the store. Make sure you explain your situation. I will generally start with a positive and then a plan of action (do the work for the representative).
Real life example: I purchased a final sale item from Lululemon and the item ended up being too small. I still wanted to item but wanted it in a different size. I reached out the representative online and the following is how I framed my dilemma:
Hello, I purchased a pair of tights online and upon reading the reviews I decided to size down. I love the tights and the quality and material and know that I will get lots of use out of it, the only issue is that the size is a bit too small. I would love to be able to exchange this for the next size up as I really love the item and want to be able to use it comfortably.
By starting with a positive and doing the representative’s job for them (providing a solution to your problem) this usually, in my experience, is met with a reply of “of course we would be happy to do that for you”. No need to mention the fact that the item was final sale, etc, etc.
3. Exchanges are generally easier than a straight return
This is just the retail game. If you don’t 100% love something it is way better to return than exchange. When you exchange an item (even if it just for a gift card) the money is kept in the store and it isn’t a “loss” so representatives are generally more inclined to comply with this solution.
If you are not happy with the item you purchased (given the condition is such that the retail is able to resell the item if that is its policy) then you should of course attempt to – at the very least – exchange it for something that you absolutely love.
4. If all else fails, attend in person and speak to a manager
I find that when you attend a store in person and present your case properly (I know this isn’t a lawsuit but still) the representative is less likely to turn you away. Years ago I purchased two pairs of jeans from Garage. The policy at the store was no returns on used items. I used one pair of jeans twice and the stitching at the fly began to completely unravel. I knew this was a defect. I brought it back to the store and explained the situation. I had my receipt and I also noted that I suspected it was a defective item and that I was happy to exchange it for one that was not defective. I was able to exchange it despite it being used.
I was super nice and un-accusatory and really just gave the store a fair opportunity to remedy the issue. Stores with good customer service will not hesitate to do this. It is important to just be honest and open and outline what you would ultimately like as a realistic solution.
5. Keep your receipts and think before cutting the tag!
Last thing is, always keep your receipts! The great thing about buying online is your receipt is readily accessible via email which makes things so easy. The issue with buying at a store where your information is not stored there (ie. a customer account) is that if you lose the receipt you have no evidence that you paid for the item. For all the representative knows, you took the item from the rack and now want to exchange/return it.
It is a lot easier to exchange an item when you don’t have the receipt from a retailer that only exclusively carries its own items rather than a store that carries several brands. if you do end up trying to exchange something that you do not have the receipt for make sure you alert someone as soon as you walk in so it is clear that you are coming from outside the store with the item.
That being said, Always think long and hard before cutting the tag on an item, make sure you try the item on with other things in your closet because most times once you get that tag you are not able to return it.
I am hoping these tips are helpful especially for those that feel guilt or feel bad making a return or exchange. I always try it and and I am surprised at the amount of success I’ve had doing so. Just maintain a polite attitude and make sure to approach the situation nicely. If the item is new (even without tags but clearly new) or if there is a blatant manufacturing defect ,the retailer is generally inclined to remedy the issue for you. Issues of course arise when this becomes a routine practice and you take total advantage and begin returning items that are heavily used which I do not support at all.
I am sharing these tips because I value my money and I think you should too. Enough wasting money on items that we don’t love that can be returned and purchased by someone who WILL love it! Hope this helps and happy shopping!
