We often take return privileges for granted when shopping. While a good return policy is always helpful, it is especially important for online shopping since we may not be able to physically examine the product beforehand. This week, we’ll take a look at what we should be aware of when returning products bought online.

Yes you can return it… most of the time
Most products purchased online can be returned, but the policies vary greatly and it is important that you understand exactly what you are dealing with before purchasing. Some stores such as Costco offer truly no hassle returns and will even pay for return shipping. Other stores may be more restrictive, only allowing returns on certain items within a tight time frame and/or charge you a restocking fee. To make things easier, Wishabi’s teams of secret shoppers have evaluated the return policies of top merchants serving Canada. Their policy details are displayed on their sale finder page and also with each deal.

Things to watch for

• Time frame – You can typically return an item within a certain time frame. Check if the clock starts ticking when you submit the order, when it is shipped, or when it arrives at your door.
• Return restrictions – Some stores may have return restrictions on certain product category, or will only accept returns for unopened items. Check this carefully if you are unsure of your purchase.
• Form of refund – Will the return be in the form of cash, store credit or exchange only?
• Restocking fees – This is a cost you pay for the return and will be deducted from the refund. Not all merchants charge a restocking fee, but it is more common for smaller electronics retailer.
• Do you need an RMA? – You may have to contact the merchant to get what is known as a return merchandise authorization (RMA) before you can return the product.
• Shipping cost and fees – Check if the refund will include just the base item cost or if the shipping cost will be refunded as well. Some merchants with superior return policy may refund shipping and fees paid both ways.
• Return location – Some merchants such as The Source will let you return a product purchased online at a physical store, while other will insist you mail it back to their warehouse even if they have retail locations next door.

Weapon of last resort
No matter what the stated policies are, they are administered by people, not robots. If you’ve purchased a product that is not as described, contact the merchant and explain your situation. More likely than not, a favorable outcome can be reached. In the rare cases where the merchant refuses to budge, you can request the help of your credit card company by issuing a charge back for a product that is not as described. This would start a cascade of events which will ultimately refund your money if you are indeed unfairly treated. While justice will prevail, a charge back can take time and should only be used as a means of last resort.