With holiday shopping reaching record highs, the New York Department of State’s Division of Consumer Protection is urging shoppers to stay informed about return and refund policies as they prepare to navigate post-holiday returns.
According to the State of Retail Returns 2024 Report, $743 billion worth of merchandise was returned last year, underscoring the challenges many consumers face in dealing with varying store policies. Secretary of State Walter T. Mosley emphasized the importance of understanding these policies before making purchases.
“It’s important for consumers to pay attention, prior to purchase, to the return and refund policy so you can exchange that item you’ll never use for something you love,” Mosley said.
New York State law requires stores to clearly post their return policies—whether at the entrance, near the cash register, or directly on the product. If no policy is displayed, retailers are obligated to accept returns of unused, undamaged merchandise within 30 days of purchase, provided customers have proof of purchase. Refunds in such cases must be issued as cash or credit, depending on the customer’s preference.
While state law doesn’t mandate how refunds should be processed, it does require that retailers clearly disclose whether refunds will be issued in cash, store credit, or exchanges. Additionally, any fees, such as restocking charges, must also be made clear to customers at the time of purchase.
The Division of Consumer Protection advises shoppers to hold on to receipts, request gift receipts when buying presents, and keep all original packaging and confirmation numbers intact in case returns are needed.
For those who encounter difficulty obtaining refunds despite following proper procedures, the Division encourages consumers to file a complaint through its official channels.
As shoppers prepare for the post-holiday return season, officials stress that awareness and preparation remain the best tools to ensure smooth transactions and avoid unnecessary stress.
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