Store Return Policies and What the Law Actually Says

Most returns depend on the store’s own policy. A few laws step in when a store doesn’t explain its policy, or sells to you at your door.

What to remember

1. No federal law gives you a general right to return something just because you changed your mind.
2. Some states, including California and New York, require stores to post their refund policies.
3. The FTC’s Cooling-Off Rule gives you three days to cancel certain sales made at your home or at temporary locations.
4. Faulty products are a separate matter, covered by warranties and state law.

Many shoppers assume they have a legal right to return a purchase within some set number of days. In most of the U.S., they don’t. Returns for a change of mind are a courtesy set by each store, and the details can vary a lot.

The store’s policy usually decides

Big retailers often offer generous return windows because it encourages people to buy. But those policies are voluntary. A store can sell items as final sale, refuse returns of opened products or offer store credit instead of cash, as long as it doesn’t mislead you about it.

That makes the policy worth reading before you buy, not after.

When states step in

Some states require stores to tell you their policy up front:

• California requires a store that gives no refunds, offers only exchanges or store credit, or allows less than seven days for returns to post that policy where customers can see it. If it doesn’t, you can generally return the item within 30 days for a full refund.
• New York requires stores, including online retailers, to post their refund policy. If a store fails to, you’re entitled to a cash refund or credit, your choice, for up to 30 days after purchase, as long as the item is unused and undamaged and you can show proof of purchase.

Rules in other states differ. Your state attorney general’s consumer protection office can tell you what applies where you live.

The FTC Cooling-Off Rule

Sales made away from a store’s regular place of business work differently. Under the Federal Trade Commission’s Cooling-Off Rule, you have three days to cancel:

• purchases of $25 or more made at your home, workplace or dorm
• purchases of $130 or more made at temporary locations, such as a hotel conference room, convention center or fairground

The seller must tell you about your right to cancel and give you cancellation forms. If you cancel, the seller has 10 days to refund your money. Some sales are excluded, including real estate, insurance and repairs you asked for.

Parent tip: Ask about the return policy before buying anything expensive, and keep the receipt in the box until the return window closes. Gift receipts help the person you’re buying for.

When the item is faulty

A broken or defective product isn’t a change-of-mind return. Written warranties and the implied warranties created by state law can require a repair, replacement or refund. Our guide to how product warranties work explains the difference between full and limited coverage.

If you paid by credit card and a merchant won’t fix a billing problem, such as goods that weren’t delivered as agreed, the Fair Credit Billing Act lets you dispute the charge with your card issuer. Send the dispute in writing within 60 days of the statement that first showed the charge. For orders that simply haven’t arrived, see what to do when an online order is late.

Parents also ask

Can a store charge a restocking fee?

Generally yes, if the fee is part of its stated policy. Check before you buy large items such as electronics or furniture.

Does the Cooling-Off Rule cover online shopping?

No. It covers certain sales made at your home, workplace or dorm, or at temporary locations such as hotel rooms and fairgrounds. Purchases made online, by phone or by mail aren’t included.

What if a store refuses to refund a faulty product?

Ask for a manager, put your request in writing and check the warranty. If you paid by credit card, you may be able to dispute the charge with your card issuer.