Why are Retailers Clamping Down on Returns and What Does it Mean for Consumers?

Three in 10 retailers (28%) in Barclaycard’s survey say they are dissatisfied with the quantity of items returned by customers. And among businesses that have tightened up their policies, four in 10 (41%) say it’s because too many customers are over-ordering items, knowing they will return the majority. Three in 10 (31%) claim shoppers are using items and returning them.

Many customers admit to deliberately ordering items they know they will send back. Three in 10 (29%) shoppers order items they intend to return – rising to nearly half (48%) of millennials aged 25-34.

The returns culture means many people have come to think of being able to send items back, for free, as a standard part of their shopping experience – otherwise they’ll go elsewhere. Stores will need to be mindful of these expectations, as over a third (36%) of consumers say they would be less likely to shop at a retailer if they made their returns policy stricter.

Nearly half (49%) of consumers say a retailer’s returns policy influences where they shop, and nearly a fifth (18%) will only choose retailers that offer free returns. Six in 10 (61%) retailers in the Barclaycard survey say they do currently offer free returns.

As well as complaining to the retailer directly, other organisations may help, such as Citizens Advice, Which?, or free-to-use complaints website Resolver.

Martyn James, a consumer rights expert at Resolver, says the huge growth in online shopping means it’s seen complaints jump. “With retailers locked into a never-ending cost-cutting battle with competitors and the industry losing millions through delivery costs, it’s inevitable that retailers are introducing new restrictions on customers who they feel are misusing their services,” says James. “However, they can’t change their obligations under the law. The rules state that if you order goods online you have 14 days to return them. The retailer then has 14 days maximum to refund you.”

You may also be able to get your money back if the goods later turn out to be faulty. Bear in mind as well that there may be exceptions and shopping rights online are different from those in store.