With National Consumer Protection Week upon us, the Erie County Office of Consumer Protection is showcasing the five categories of consumer complaints received by the New York State Division of Consumer Protection for 2022. Today, we will focus on the second top reported complaint related to refunds and store policy.
The following information was provided in a press release from Governor Hochul on March, 3, 2023:
Refunds/Store Policy: Complaints related to refunds and store policies, including return policies, restocking fees, and refunds for damaged goods.
For example, a consumer from Bronx County purchased cookware from a direct salesman. She received the cookware four days later and decided she no longer thought it was worth the cost. The consumer contacted the cookware company and was told that, pursuant to the "Cooling Off Rule", she only had three days from the date of purchase to initiate a return. However, the consumer noted that the company website advertised a return policy of ten days after a consumer receives the merchandise. The consumer shipped everything back to the company three days after receiving it, however, the company refused to issue a refund. DCP reached out to the company on behalf of the consumer and arranged for the consumer to receive a full refund of $2000.
Consumers should:
- Know your rights. In NYS, stores must clearly post their refund policies. When no refund policy is posted, consumers have 30 days from the purchase date to receive a full refund or a credit (at the consumer's option). You must provide a receipt or other confirmation provided by the vendor that shows that 30 days has not elapsed from the date of purchase, and the merchandise must not have been used or damaged.
- Ask about refund policies. Before making an expensive purchase, ask the store to provide information on any conditions or costs, such as restocking fees, relating to the return of merchandise.
- Save all receipts for purchases to allow for ease of returns.
Please contact our office if you have questions or need assistance with a consumer protection related issue. The Erie County Office of Consumer Protection can be reached by phone at 716-858-1987 or via email to consumerprotection@erie.gov. Consumer Protection complaints can also be submitted through our website.
