New York Department of State’s Division of Consumer Protection urges holiday shoppers to carefully review store refund and return policies before making returns

New York – As the holiday shopping rush fades and gift exchanges begin, New York State consumer officials are urging shoppers to slow down and take a close look at store return and refund policies before heading back to the checkout counter. With returns now a routine part of the retail cycle—especially after the holidays—the New York Department of State’s Division of Consumer Protection is reminding consumers that understanding store rules can make the difference between a smooth return and a frustrating experience.

According to estimates from the National Retailer Foundation, consumers are expected to return nearly $849.9 billion worth of merchandise this year. That figure represents about 15.8 percent of all projected annual retail sales. The numbers climb even higher in the digital space, where nearly one in five online purchases is expected to be returned. As online shopping continues to grow, so does the complexity of navigating return timelines, shipping fees, and refund methods.

While many shoppers assume returns are guaranteed, state officials caution that refund policies are not universal. Each retailer sets its own rules, and those policies can differ widely depending on the store, the item, and even the time of year. Understanding what protections exist under New York State law can help consumers make informed decisions and avoid surprises.

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“As the holiday rush comes to a close, it’s common for consumers to return or exchange gifts that didn’t quite work out,” said Secretary of State Walter T. Mosley. “Before making a trip to the store, keep in mind that return and exchange policies vary by retailer. Taking a moment to review these policies in advance can help New Yorkers save time and avoid frustration.”

One of the most important steps shoppers can take is simply paying attention to posted return policies. New York State law requires brick-and-mortar retailers to clearly display their refund policies either on the item itself, near the store entrance, or close to the cash register. For online purchases, state law now requires businesses to display or provide a direct hyperlink to refund policies before a customer completes checkout. Consumers also have the right to request a written copy of a store’s return policy.

At the same time, shoppers should know that New York law does not force retailers to accept returns. However, if a store chooses not to accept returns, it must clearly post a notice informing customers of that policy before the point of sale. If no policy is posted at all, the law offers consumers added protection. In those cases, retailers must accept returns of unused and undamaged merchandise within 30 days of purchase.

To qualify for a return when no policy is posted, consumers must provide proof of purchase, such as a receipt or another form of verification accepted by the seller. Refunds must then be issued in cash or credit, depending on the customer’s preference. State officials say this provision exists to protect consumers from unclear or misleading sales practices.

Refund terms themselves are another area where shoppers should proceed carefully. New York State law does not require retailers that accept returns to issue refunds in a specific way. A store may choose to offer cash, store credit, exchanges, or a combination of options. What the law does require is transparency. Retailers must clearly tell customers how refunds will be issued before the purchase is completed.

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This includes disclosure of any fees tied to returns. Some retailers charge restocking fees, while others deduct shipping costs for online returns. These details are often listed on in-store signage, on receipts, or buried within online policy links. Consumer advocates recommend reviewing this information carefully, especially for large purchases or gifts bought late in the season.

Receipts also play a critical role in avoiding return headaches. The Division of Consumer Protection encourages shoppers to keep all receipts, whether paper or digital, until they are certain an item will not need to be returned. For gift purchases, requesting a gift receipt can simplify exchanges without revealing the original price.

Online shoppers are advised to save confirmation emails and digital invoices. Creating a dedicated email folder—or even a separate email account—for online purchases can help keep records organized and easy to access if a return becomes necessary weeks later.

Despite best efforts, refund disputes still happen. When a retailer refuses a return or issues a refund that does not match what was promised, consumers are encouraged to seek help. The New York State Division of Consumer Protection offers assistance to shoppers who have been unable to resolve disputes directly with a business.

Consumers experiencing refund problems can file a complaint with the Division, which provides voluntary mediation between shoppers and businesses. Officials stress that many disputes are resolved once clear communication is established and policies are reviewed by both sides.

The Division’s Consumer Assistance Helpline is available at 1-800-697-1220 from Monday through Friday, between 8:30 a.m. and 4:30 p.m., excluding state holidays. Complaints can also be filed online at any time through the Division’s website. In addition, consumers can reach out through social media platforms such as X and Facebook for guidance and updates.

Beyond the holiday season, the Division of Consumer Protection continues to provide educational resources year-round. The New York Department of State encourages residents to follow its official social media accounts and check in every Tuesday for practical consumer tips covering a wide range of topics, from avoiding scams to understanding contracts.

Officials say the goal is empowerment. As shopping habits evolve and return volumes increase, knowing the rules can protect both time and money. A few minutes spent reviewing a return policy before buying—or before heading back to the store—can prevent unnecessary stress.

As post-holiday returns continue into the new year, state officials are reminding New Yorkers that informed consumers are protected consumers. Understanding store policies, keeping records, and knowing when to ask for help can turn what might feel like a hassle into a manageable process, ensuring that the season ends on a fair and frustration-free note.