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//The Stats Speak: What Return Policies Look Like Across the Channel

The Stats Speak: What Return Policies Look Like Across the Channel

This month’s feature story takes a closer look at customer returns policies and ways retailers can improve their own policies to keep customers happy while still protecting their operation’s bottom line. As part of the feature story on Page 18, during Q2 of 2025, the North American Hardware and Paint Association (NHPA) conducted a survey of retailers and their customer return policies to provide a benchmark for your business.

Do you have a formal customer returns policy?

  • Yes: 79.4%
  • No: 20.6%

Do you require a receipt?

  • Yes: 67.7%
  • No: 32.3%

Do you require the customer to provide any contact information?

  • Yes: 41.7%
  • No: 58.3%

Have you experienced return fraud in the last five years?

  • Yes: 58.3%
  • No: 41.7%

What is your return window?

  • Under 30 days: 46.4%
  • Over 60 days: 25.8%
  • 30-60 days: 27.8%

Where do you have your customer returns policy displayed?

  • In the store: 66%
  • On our receipts: 47.4%
  • Online: 22.7%

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