Buyer’s Remorse & Returning Goods: What Consumers Should Know

Many consumers experience buyer’s remorse, especially after purchasing high-value items like appliances, electronics, or vehicles. This feeling is common and can lead you to want a refund, exchange, or store credit. The best way to avoid stress is to be informed before and after you make a purchase.

Always Check the Return Policy Before Buying

Retailers are not always required to offer refunds or exchanges, especially when:

• nothing is wrong with the item,

• the item has been used or opened, or

• too much time has passed since purchase.
  

Each business sets its own return policy, which may offer:

• a cash refund,

• a replacement item, or

• store credit only.
  

If a store has no return policy, you may still have rights under the Consumer Protection Act 1999 and the Sale of Goods Act 1978, but enforcing these rights usually requires legal action. In such cases, it is often better to shop elsewhere.

Retailers may also refuse returns on sale or discounted items, which are often sold under “all sales are final” conditions unless the product is defective.

Returning Items Bought In-Store

Returning an item to a physical store is usually easier than returning something purchased online. If you change your mind after an in-store purchase, Consumer Affairs recommends that you:

• bring your receipt,

• return the item in its original, undamaged packaging, and

• refer to the return policy terms you are relying on.
  

Retailers may reject or limit compensation if:

• the item is clearly used or damaged, or

• too much time has passed.
  

Return items as soon as possible. Delays can be viewed as acceptance of the product.

If the return policy requires the item to be returned in original packaging, but the packaging had to be destroyed to open the product, this may be considered an unfair contract term.

If the retailer refuses a valid return, submit a formal complaint to the store, and if unresolved, file a complaint with Consumer Affairs.

Returning Items Purchased Online

Returning goods bought online can be more complicated, especially when purchased from overseas retailers.

If you purchased online from a Bermuda-based retailer, returns generally follow the same process as in-store sales.

If the retailer is outside Bermuda, returning the product may involve:

• contacting overseas customer service,

• paying international shipping costs,

• waiting for the item to arrive before a refund is issued, and

• facing different consumer laws and limited legal recourse.
  

Because laws differ between countries, enforcing your rights against an overseas seller can be expensive and may require hiring a lawyer in that jurisdiction. Consumer Affairs cannot investigate overseas retailers.

Reviewing Online Return Policies

Before buying online, review the seller’s return policy carefully, especially for international orders. Confirm:

• whether you must pay return shipping,

• whether the retailer offers a “cooling-off period” (a limited time to return items for any reason), and

• how long you have to report faulty or damaged goods.
  

Cooling-off periods typically begin on the day you receive the product, but overseas shipping delays can shorten the time you have left to return an item.

Cooling-off periods usually do not apply to:

• customized or personalized items,

• perishable goods,

• items bought from private sellers, or

• items where seals or packaging have been broken.
  

Steps to Return Overseas Purchases

If you decide to return a product bought from an overseas seller, you should:

• notify the retailer in writing,

• send a copy of your invoice,

• ship the item in its original packaging,

• follow the return policy conditions exactly,

• keep proof of postage.
  

Retailers may reject or partially refund returns if the item is damaged, used, or returned outside the allowed timeframe.

If the retailer refuses to honour the return policy even after you comply with all terms, you may consider legal action in the retailer’s jurisdiction, usually only worthwhile for high-value items. Think Carefully Before Buying Overseas

While online shopping can save money, it also carries risks:

• limited consumer rights,

• high shipping costs,

• long delays, and

• costly or difficult returns.
  

For these reasons, Consumer Affairs encourages shoppers to review return policies carefully and consider whether the potential savings outweigh the challenges.