Before delving any further, let me state that returns of “computer software and computer related hardware electronics” can be a very thorny affair with your rights varying from state to state and store to store. Furthermore, it is not uncommon for these hi-tech returns to fall under the “grey area” of such policies and established laws. In particular, if you buy software and decide you are unhappy with the product for any reason, you could be in for a “sorry all sales are final attitude” from your retailer. There are two sides of the coin on this rather sticky situation. The retailer takes an inflexible stance for several reasons, but the prevailing justification is the illegal copying of media thanks in part to CDRW drives costing around $100. Not everyone agrees with this methodology. Bad Software is a book by Cem Kaner and David L. Pels about getting your money's worth when you buy computer software. The book is written to assist you with getting a refund, support, or compensation for significant losses caused by defective software. Like I said-it’s a grey area. If the software does not perform as claimed or is bug-ridden should you have to bear the loss? You can demand, and sometimes get, a refund from where you bought the software, but you better visit the web site badsoftware.com or buy the book prior to doing battle. Another path is to review the software box and see if the software maker directly warrants a MBG for 30, 60, or 90 days. Remember software is not like a jacket you can try on…there is no way to know in advance if the software will adequately cover your needs or is buggy by just reading the side panel of the box. Fortunately, if the software is unopened and sealed, most retailers will gladly accept the return with a sales receipt within a specified period of time.

When it comes to hardware and electronics it’s more of a black and white world of delineated guidelines. With the exception of the increasingly popular 15% or higher open box or “restocking” fees, your rights are reasonably negotiable for exchange, refund, or credit within a 30-day period and with a sales receipt. Be aware of unreasonable restocking fees that can come back to bite you. Can you imagine paying a 15% restocking charge on a $2000 computer you decided you didn’t like 5 days later because the keyboard was not right for you? Well, if you purchased that computer at CompUSA you would have just flushed $300 down the toilet-that is an expensive “oops.”

One last caveat-with the exception of the week after Christmas all major retailers will require an original receipt and valid ID for returns or adjustments. That said, here are four large national chain’s return policies ranked from best to worst. As return policies are subject to change and modification without prior notice, these are the store policies in writing as of November 2001.

• BestBuy: This retailer is in the number one spot for several reasons. Aside from having great prices, they also claim the least restrictive return policy of merchants in this group. BestBuy usually is first to have new product releases on its shelves. Although they sometimes charge a 15% restocking fee (unless defective), it’s only applicable to notebook computers, camcorders, and digital cameras.

• Circuit City: Circuit City’s 15% restocking fee expands to all computers, monitors, and printers. Now here is their grey area: “and related merchandise.” This statement is open to interpretation, but generally I have found grieving my case in a diplomatic manner to the store manager can be fruitful. Circuit City prices can be less competitive on some items so keep an eye on their circular advertisements to get the best deals.

• CompUSA: This retailer plays hardball on any return. They are not quite as nasty as Media Play, but they will even soak you for a 15% “Open Box Fee” for a $20.00 joystick. The CompUSA “Open Box Fee” goes as far to state: “…on ANY open item.” In other words if you opened it and return it-you getting zonked for 15% of the purchase price!

• Media Play: Media Play is just flat out malevolent when it comes to returns. Read the back of a Media Play receipt some time. Notice the first sentence: “All returns are subject to management approval.” In other words management can deny your return of any product at any time for any reason. How subjective is this policy? So if the store manager is having a bad day he or she just quips, “you can’t return that.” I have also found their prices to be very uncompetitive. If you buy anything at Media Play I have two words of advice for you…buyer beware. I avoid this retailer like the plague!

Some helpful tips do help your “happy returns” go a little smoother at holiday season. Always try to keep the original bag, box, receipt, and packaging if opened. Always be as pleasant and cheery to your returns clerk as possible: “Oh gosh, where did you ever get that shirt with the embroidered Elvis rhinestones-I love Elvis too! Now about this camcorder…” Happy Returns!

For more information on the Tulsa Computer Society click here