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Retail Return Policies 2008: The Fine Print

Return policies in some cases are more lenient this year, but in others, they are more strict than ever. An example of the latter is the Buy.com policy, that used to be called “easy returns”.  This year they could just have well have renamed it “hard as nails” returns.  Note the almost nastiness of the wording at the beginning:

*MOUSE PRINT:

Returns Must Meet ALL Applicable Criteria
If your returned product does not match all applicable criteria listed below, it will be rejected by our Returns Warehouse and returned back to you at your cost. Consequently, your RMA will be nullified, any credit request will be denied, replacement orders will not be made, and you will be charged for all shipping to and from our Returns Warehouse that may be incurred by Buy.com. By requesting an RMA and/or shipping a return in violation of this policy you hereby agree to accept our shipment of the return back to you and to the payment of all shipping costs to and from our Returns Warehouse. Our arrangements with our suppliers and manufacturers allow us no room to make exceptions.

Before you make a return, therefore, you better understand the particular store’s rules (including restocking fees), so you will know what you are  or are not entitled to.

Here is a list of leading retailers with generous regular return policies and those with extended holiday return periods (so you may be able to grab the after Christmas bargains rather than wait in long return lines just after the holiday).

*MOUSE PRINT:

Holiday Return Deadlines and Restocking Fees

Amazon.com Jan. 31 (most items shipped 11/01 through 12/31). 15% restocking fee on open computers. Additional rules may apply.
Best Buy January 24 for most purchases Nov. 1 or later; Jan. 8 for cameras, gps, monitors, etc.; Only 14 days from purchase for computers. 15% restocking fees on certain opened items.
Circuit City Jan. 31 all items bought since Nov. 2; 15% restocking fee on open computers, cameras, etc.
Costco No deadline (but 90 days for TVs, computers, cameras, port. music players, cell, projectors)
Kohl’s No deadline (with receipt)
Macy’s 180 days from purchase; 10% restocking fee on furniture.
Marshalls January 5 (for purchases Oct. 26 – Dec. 5).
Overstock.com January 31 for most items purchased Nov. 1 or later. Fees apply if opened, used, or late.
Sears 120 days if purchased 11/16-12/23; 30 days for electronics, software, beds; 15% restocking fee on electronics if missing items, built-in appliances, and certain special order goods.
Staples No deadline for office supplies. (January 10 for electronics & furniture bought since Nov. 28)
TJ Maxx January 5 (for purchases Oct. 26 – Dec. 5).
Target 90 days from purchase (15% restocking fee on portable electronics, digital cameras, camcorders; specially marked clearance items only qualify for current sale price).
Toys R Us 90 days most items (45 days for unopened electronics, video products, collectibles, more; if opened, identical exchange only).
Wal-Mart 90 days (15 days [PCs, portable players, gps], 30 days [cameras], or 45 days [PC accessories.])

Many happy returns.

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Software Rebates: Don’t Assume It’s Cash

Consumers love “free after rebate” offers even with all the hoops you often have to jump through. Now, some companies like Symantec are adding a new wrinkle — the cash back rebate is not by check sometimes, but rather via a prepaid debit card.

Buy.com recently advertised Norton Save & Restore 2.0 (a great backup recovery product, incidentally) free after two rebates. The larger of the two rebates was for $26: 

symantecrebate1.jpg

When you click to see the form, you may be surprised to learn the rebate is in the form of a Visa prepaid card:

*MOUSE PRINT:

symantecvisa.jpg

The rest of the rebate form [pdf] has an even nastier surprise:

*MOUSE PRINT:

The Visa Prepaid Card is not redeemable for cash and may not be used for cash withdrawal at any cash dispensing locations. Each time you use the card the amount of the transaction will be deducted from the amount of your available balance. Terms and Conditions apply to the card and are available for review at www.SymantecRebates.com. Subject to applicable law, a monthly maintenance fee of $3 (USD) applies, but is waived for the first six months after the card is issued.

Consumers are notoriously bad about using up their giftcards. This fact certainly hasn’t escaped rebate providers. So the $3 monthly maintenance fee is just one more way that manufacturers seek to hold onto more of the dollars they would otherwise have to provide customers via rebates.

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Green Umbrella’s All-in-One $9.95/mo. Extended Warranty

Green UmbrellaFrom the folks who bring you FreeCreditReport.com, now there is Green Umbrella. It is an extended warranty plan for many household goods, and is sold by the month. Rather than buy a separate policy for each item, their plan is blanket coverage for multiple items in your house.

The company claims that “one plan can cover all your* Home Appliances, Personal Computers, and Electronics.”

Unless you just landed on planet earth (and didn’t bring anything with you from Mars), by its very terms, the plan cannot cover ALL items because:

*MOUSE PRINT:

“Covered Item means Electronics, Appliances, and Computers that meet the following requirements:

— Are purchased during the Coverage Period or within sixty (60) days prior to the Effective Date listed on the Cover Page of the Agreement; “

So, only items purchased no more than two months old are covered, as well as newly purchased items. The plan will not otherwise cover your existing computers, electronics, or appliances.  [Note: Green Umbrella is running a promotion for September only whereby all qualifying items purchased during 2008 will be covered.]

How long does coverage last? As long as you pay the monthly fee, but you could fall into a trap. The coverage for any particular item is limited:

*MOUSE PRINT:

“Coverage begins on the date You purchase the Covered Item and terminates thirty-six (36) months from the purchase date”

You could easily be lulled into believing that your continued payments continue to cover everything purchased since the plan went into effect.

The service agreement is over 5500 words, and there are many catches and requirements, including having to register new purchases within 30 days; already purchased items must have come with at least a 12 month manufacturer’s warranty; if your DLP or LCD HDTV lamp burns out, they will only give you the bulb for you to replace on your own; you can only make two claims per year; and much more.

If you purchased the covered item with a credit card that provides extended warranty coverage, for say the second year, your coverage under this plan may be limited:

*MOUSE PRINT:

“Coverage is secondary to any other applicable warranty, insurance, indemnity, or extended warranty available to You. Coverage is limited to only those amounts not covered by any Other Coverage.”

So, if you have a manufacturer’s warranty for say a year, you must make a claim through it, and not this plan. The credit card warranty will kick in if you have a problem in the second year of ownership. And therefore only in year three will this plan provide any benefits. So you really have to do the math and recognize that your payments for the first two years of coverage cover nothing. In total, you will pay roughly $360 to get coverage in your products’ third year of life.

One last insult:

*MOUSE PRINT:

“The Coverage Period must continue without any lapse in payment (i.e. the Monthly Agreement Charge for this Agreement is not paid when due). If there is a lapse in payment a new Agreement will be issued upon receipt of the payment for the Monthly Agreement Charge. Only Electronics, Appliances, and Computers that qualify as Covered Items under the terms of the new Agreement will be covered.”

Translation: If your monthly payment arrives late, your old plan is cancelled and a new policy is issued. Therefore, all previously covered items will no longer be covered unless they were purchased in the prior two months.