How to Return Online Purchases: Policies, Deadlines and Tips

Online shopping is convenient, but returns can be frustrating: missed deadlines, restocking fees, lost packages and slow refunds. With holiday shopping season here, knowing how returns work can save you time and money.

Before you buy: read the return policy

• Return window: often 14 to 30 days, sometimes counted from delivery, sometimes from the order date.
• Condition: many stores require items unworn, unused and with tags or original packaging.
• Return shipping: free, a flat fee or paid by you.
• Restocking fees: common for electronics and large items.
• Final sale items: clearance, personalized products, underwear and some beauty products often cannot be returned.

Holiday return extensions

Many retailers extend return windows for purchases made in November and December, often until mid or late January. Check the exact dates on the store’s policy page and keep the receipt or order confirmation.

How to return an item step by step

1. Start the return in your account or through the store’s returns portal.
2. Choose the reason honestly; defective items are often handled differently.
3. Pack the item securely in its original packaging if possible.
4. Print and attach the return label, or use a QR code at a drop-off point.
5. Get a drop-off receipt and keep the tracking number.
6. Track the refund; it can take several days after the store receives the item.

Tips to avoid losing money

• Take photos of the item and packaging before sending it back.
• Try clothing and shoes soon after delivery so you do not miss the window.
• Use in-store returns when available to avoid shipping fees.
• Watch for refunds issued as store credit instead of the original payment method.
• For marketplace sellers, check whether the platform or the seller handles returns.

When a return goes wrong

If a store refuses a valid return or a refund never arrives, contact customer service in writing with your order number and proof of shipping. If you paid by credit card, your card issuer may offer a dispute or chargeback process as a last resort. Consumer protection rules differ by province or state, so check your local consumer office for your rights on defective goods.

Return-friendly shopping habits

Compare return policies before choosing where to buy, especially for big purchases and gifts. Read more smart shopping tips in our consumer information section and our guide to seasonal sales.