Myer changes returns policy to include receipt

Kim Wilson
November 22, 2012
Herald Sun

THE days of the flexible, open-ended return policy at one of Australia’s oldest and biggest retailers are over with the introduction of a 30-day, proof-of-purchase-only return policy.

Myer said customers wanting to return goods for a full refund could do so with a receipt and only within 30 days of buying.

Myer’s corporate affairs general manager, Jo Lynch, said the decision was made after a 12-month consultation process.

“Myer has a … long legacy in regard to customer returns and one of our priorities was to protect that,” Ms Lynch said. “Over 12 months we carried out a comprehensive review of our policy, what’s happened around the world and Australia, feedback from focus groups and our team.”

She said while most consumers returned goods within 30 days, there were cases of people returning items several months and sometimes years after they were bought.

“Historically, that was the case . . . but the vast majority of returns are made in that timeframe,” she said.

Rival David Jones requires a receipt for returns but does not have a time restriction.

RMIT University marketing expert Con Stavros said consumers were well prepared in terms of retaining receipts for refunds but some might be concerned by the time limit.

“Thirty days may be onerous in terms of gifts,” Dr Stavros said.

He said long return policies put retailers in a tough position, particularly in an era of fast fashion and rapid stock turnover, and that many retailers had more restrictive return policies.

Designer fashion boutique Green With Envy does not allow returns for a change of mind for in-store purchases, only exchanges within seven days.

Consumers must return goods with a receipt within 28 days to Kmart, while Target requires a receipt but has no time restriction.

Shoppers in the Bourke Street Mall yesterday were mostly supportive of the changes.

While most thought the 30-day terms were reasonable, some expressed concern over trying to return gifts bought more than a month in advance.