Offering extra flexibility in your returns policies can help boost sales and customer confidence around the Christmas shopping period
The holiday season is a busy time for both retailers and shoppers. As customers rush to complete their Christmas shopping, mistakes or changes of heart are inevitable. Despite best intentions, the gift they’ve chosen may not always be the perfect fit for the recipient.
For a smoother shopping experience for your customers, consider adjusting your returns and refunds policy for the festive period. Offering a little more flexibility can help provide the extra confidence needed to make a purchase, while improving customer satisfaction and loyalty. It can also help differentiate your business from your competitors.
Here are some ideas of ways you can provide added value to shoppers this Christmas season.
Extend the return period
Consider lengthening your return window during the holidays. For example, Amazon’s extended return policy allows most items purchased between 1 November and 31 December to be returned by 31 January. A similar adjustment could help accommodate customers’ busy schedules and holiday plans.
Offer gift receipts
Provide gift receipts with each purchase to reassure gift buyers that they can return or exchange an item if it’s not quite right. This small gesture can reduce buyer anxiety and encourage more sales.
Allow temporary exchanges
If your return policy typically does not allow exchanges, consider offering a holiday-specific exception. This can provide customers with the flexibility to return an item and choose something else, whether it’s a different size, colour, or an entirely different product.
Free shipping for exchanges
Consider offering free shipping for customers wishing to exchange an item for a different one (with conditions, such as having the receipt and keeping the item unopened). This added convenience could help encourage exchanges and reduce returns overall.
When updating your Returns and Exchanges Policy, it’s essential to ensure that the information is clearly communicated and easy for customers to find before they complete a purchase. A transparent and accessible policy builds trust and helps prevent confusion or disputes later on. Consider placing it prominently on your website and referencing it during the checkout process.
Get your retail business ready for Christmas
As the Christmas season approaches, Retail NZ is sharing all the information you’ll need to know for a successful holiday season. From public holiday entitlements to recruitment tips, customary closedowns, to security and loss prevention, take a look at our Christmas Hub.
