Exerpts from
Retailers tighten up policies on returned goods
By: Bruce Constantineau, Vancouver Sun
Published: November 20, 2006
Plum Clothing co-owner Ed DesRoches said four to five per cent of sales at the
women's fashion chain are returned for a refund or exchange and feels abuses
are kept to a minimum. The store offers a full-money-back guarantee if items
are returned with a receipt within 10 days and store tags are still attached to
the garment, which hasn't been worn.
...
He said fashion retailers expect a certain number of returns because
customers often buy on impulse and regret the purchase after taking it home.
DesRoches said a liberal return policy probably generates more sales in the
long run.
"When you have a return policy that's not too tight, customers don't feel like
they're taking a risk when they buy something," he said. "Sure we've been
abused a few times but at the end of the day, we've probably encouraged
more sales than we've lost."
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