Hardware Retailing The Industry's Source for Insights and Information
This month’s feature story takes a closer look at customer returns policies and ways retailers can improve their own policies to keep customers happy while still protecting their operation’s bottom line. As part of the feature story on Page 24, during Q2 of 2025, the North American Hardware and Paint Association (NHPA) conducted a survey of retailers and their customer return policies to provide a benchmark for your business.
Do you have a formal customer returns policy?
- Yes: 79.4%
- No: 20.6%
Do you require a receipt?
- Yes: 67.7%
- No: 32.3%
Do you require the customer to provide any contact information?
- Yes: 41.7%
- No: 58.3%
Have you experienced return fraud in the last five years?
- Yes: 58.3%
- No: 41.7%
What is your return window?
- Under 30 days: 46.4%
- Over 60 days: 25.8%
- 30-60 days: 27.8%
Retailers also shared what types of items they do not accept for return. The most common answers included:
- Custom paint, stains, coatings
- Special order products
- Opened/damaged items
- Close out items
- Cut items (wire, tubing, PVC pipe and metal pipe)
