Retailers are quietly changing their return policies - here's why you should be on the lookout this Black Friday

"Returns might seem like a routine part of doing business, but they're anything but trivial. According to the National Retail Federation, returns cost U.S. retailers almost US$890 billion each year. Part of that staggering figure comes from returns fraud, which includes everything from consumers buying and wearing items once before returning them - a practice known as "wardrobing " - to more deceptive acts such as falsely claiming an item never arrived."

"While retailers have offered return options for decades, their use has expanded dramatically in recent years, reflecting how much shopping habits have changed. Before the rise of e-commerce, shopping was a sensory experience: Consumers would touch fabrics, try on clothing and see colors in natural light before buying. If something didn't work out, customers brought it back to the store, where an associate could quickly inspect and restock it. Online shopping changed all that. While e-commerce offers convenience and variety, it removes key sensory cues."

Retail returns impose large costs, totaling nearly US$890 billion for U.S. retailers annually. Returns generate losses from returns fraud, including wardrobing and false non-delivery claims, and from reverse logistics activities such as shipping, inspection, restocking and repackaging. Many returned items cannot be resold at full price and must be liquidated, causing lost revenue. E-commerce increases return rates by removing sensory cues—shoppers cannot feel materials, test fit or judge true color—leading to more purchases that are later returned. Retailers have tightened return policies to manage the flood of returns and protect profit margins.

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