Many Consumers Avoid Retailers with Strict Return Policies 

Shoppers want full refunds, free shipping

Author: Rimma Kats

January 2, 2018

Returns are a big thing for consumers. So much so that many avoid shopping at retailers that have strict return policies in place. 

In fact, more than half of US internet users surveyed by coupon and discount website last November agreed that they avoid such places, while over a quarter of respondents agreed strongly. 

When it comes to various return policy options, many consumers look for the same thing. For example, when shopping in-store, 37.9% of those polled said getting a full refund—not just an exchange or store credit—was their most important return-related concern. Almost as many consumers (33.6%) felt the same way with regard to digital shopping.

Whether shopping in-store or online for gifts (either for themselves or others in the past six months), a good number of respondents said it’s important that the retailer accepts returns without tags or original packaging. What’s more, nearly as many said it’s important that retailers accept returns for used items.

It’s worth noting, however, that the importance of return policy options did vary when shopping in-store vs. digitally. For those shopping in-store, the ability to return something without a receipt was important. Meanwhile, for those shopping digitally, it was significant for a retailer to offer free return shipping, as well an option to return products in-store.