Consumer Behavior

Return policies are focus for holiday shoppers

Photo by istock.com

December 16, 2022

More than three-quarters, 76%, of U.S. consumers typically review an online retailer's return policy before deciding to send a gift, and 82% cite free shipping on returns as an incentive to do business with an online retailer in the future.

Those are top findings from the Phelps United 2022 Holiday Gift Returns Survey that polled 600 consumers on expectations for the holiday shopping season including return policy insight.

Additional findings cited in a press release include:

• 86% of respondents said they plan to buy and send at least three holiday gifts to others via online merchants.
• 69% of respondents said they plan to return gifts by the first week after Christmas.
• 31% cited the ability to return an item bought online to a physical location.