Consumer Corner
Retailers that make it harder to return stuff face backlash from their customers
Huseyn Abdulla, University of Tennessee
In 2018, L.L. Bean ended its century-old “lifetime” return policy, limiting returns to one year after purchase and requiring receipts. The demise of this popular policy sparked backlash, with several customers filing lawsuits.
It also inspired my team of operations management researchers to study how customers respond when retailers make their return policies more strict. Our key finding: Whether they often or rarely return products they’ve purchased, consumers object – unless those retailers explain why.
I work with a group of researchers examining product return policies and how they affect consumers and retailers.
As we explained in an article published in the Journal of Operations Management, we designed experiments to study whether and why return policy restrictions irk customers. We also wanted to understand what retailers can do to minimize backlash after making it harder for customers to return stuff.
We conducted three experiments in which we presented scenarios to 1,500 U.S. consumers who played the role of loyal customers of a fictional retailer. We examined their reactions to the fictional retailer’s return policy restrictions, such as charging a 15% restocking fee and limiting open-ended return windows to 365, 180 and 30 days.
Participants became less willing to buy anything from the fictional retailer after it restricted its long-standing lenient return policy. They also said they would become less willing to recommend the retailer to others.
This occurred because the customers began to distrust the retailer and its ability to offer a high-quality service. The backlash was stronger when the restriction was more severe. Even those consumers who said they usually don’t return any products often reacted negatively.
When the fictional retailer announced its new, harsher return policy using official communication channels and provided a rationale, there was less backlash. Consumers found the changes more justified if the retailer highlighted increased “return abuse,” in which customers return products they’ve already used, or the high cost of processing returns.
You might presume that making it harder and more costly to return stuff could drive some shoppers away. Our research shows that the concern is valid and explains why. It also shows how communicating return policy changes directly with customers can help prevent or reduce backlash against retailers.
Why it matters
Americans returned products worth an estimated US$890 billion to retailers in 2024. Processing a single item typically costs $21 to $46. Most of this merchandise ends up in landfills.
The rise of e-commerce and other technological changes have contributed to this trend. Another factor is the ease with which consumers may return stuff long after making a purchase and get a full refund.
Many other retailers besides L.L. Bean have done away with their long-standing lenient return policies. Over the past decade, for example, Macy’s, a department store chain, and Kohl’s, a big-box clothing store chain, have shortened the time frames for returns.
Macy’s restricted its open-ended return window to one year in 2016, further winnowed it to 180 days in 2017, then to 90 days in 2019. It then stopped accepting returns after 30 days in 2023. Kohl’s didn’t have any time limit on returns it would accept until 2019. Then it imposed a 180-day limit. Others, such as fast-fashion giants Zara and H&M, now charge their customers fees when they return merchandise.
However, research shows that customers value no-questions-asked return policies and see them as a sign of high-quality service. And when these arrangements become the industry standard, customers can get angry if retailers fail to meet it.
Interestingly, most retailers that restricted their policies didn’t tell customers directly. Instead, they quietly updated the new policies on websites, store displays and receipts. Although not drawing attention to bad news might appear prudent – as most customers wouldn’t notice the changes that way – dozens of threads on Reddit about these changes suggest that this isn’t always true.
What still isn’t known
We focused on restrictions on refunds and how long after a purchase customers could return merchandise. Other restrictions, such as retailers making heavily discounted items ineligible for returns, could also be worth investigating.
The Research Brief is a short take about interesting academic work.
Huseyn Abdulla, Assistant Professor of Supply Chain Management, University of Tennessee
This article is republished from The Conversation under a Creative Commons license. Read the original article.
Welcome to the Consumer Corner section of STM Daily News, your ultimate destination for savvy shopping and informed decision-making! Dive into a treasure trove of insights and reviews covering everything from the hottest toys that spark joy in your little ones to the latest electronic gadgets that simplify your life. Explore our comprehensive guides on stylish home furnishings, discover smart tips for buying a home or enhancing your living space with creative improvement ideas, and get the lowdown on the best cars through our detailed auto reviews. Whether you’re making a major purchase or simply seeking inspiration, the Consumer Corner is here to empower you every step of the way—unlock the keys to becoming a smarter consumer today!
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Consumer Corner
Cold Weather Home Comfort Hacks
Stay warm and save money with these cold weather home comfort hacks. From smart thermostats to energy-efficient windows, discover 6 upgrades that boost comfort and cut heating costs this winter.
Last Updated on February 22, 2026 by Daily News Staff
Cold Weather Home Comfort Hacks
(Family Features) As temperatures drop and cozy season sets in, keeping your home comfortable doesn’t mean undergoing a full-scale renovation. In fact, with a few smart upgrades, you can create a warm, inviting space – while improving your home’s energy efficiency, too. Before the chill sets in, consider these cool-weather comfort hacks, inspired by the experts at Simonton Windows & Doors, who have delivered high-quality replacement windows and patio doors designed to enhance the appearance, security and comfort of homes around the country for more than 75 years. Install a Smart Thermostat One of the easiest ways to increase comfort while also reducing heating costs, installing a smart thermostat allows for automatic temperature adjustment, keeping your home warm while it’s occupied and conserving energy when you’re away. Over time, these intelligent devices learn your schedule and habits, and can be controlled remotely from a smartphone to let you turn on the heat prior to arriving back at home.
Replace Older Windows If your windows are drafty or difficult to open, it may be time to upgrade. Modern replacement windows can dramatically improve energy efficiency and insulation. High-quality options from Simonton, including DaylightMax and 6200 Sliding Windows and 5500 and 6500 Double Hung Windows, meet the highest standards of performance and reliability, having successfully earned the prestigious Good Housekeeping Seal following rigorous testing. Designed with security and weather resistance in mind, these windows are known for their durability, wide range of styles and advanced energy-saving features. “This is a testament to the unwavering commitment we have to bring the best products to building professionals and homeowners,” said Kate Land, vice president of product and innovation at Cornerstone Building Brands, parent company of Simonton. “For more than 75 years, the Simonton brand has given homeowners confidence that they are investing in windows that truly deliver the highest quality and performance. This recognition solidifies our place as an industry leader customers can rely on.” Add Insulating Window Treatments Window treatments can do more than just add a design element to your home’s interior. Options like layered drapes, thermal curtains or cellular shades can help reduce heat loss. Remember to open your curtains or blinds during the day to let in natural light and close them at night to trap warmth and keep your spaces comfortable. This can also help circulate the air in your home and reduce the chances of condensation on your windows when the temperature dips. Seal Gaps and Keep Weatherstripping Clean Even the smallest of gaps around windows or doors can allow cold air to seep in. Check weatherstripping for wear and tear, replace as needed and use expandable foam or caulk to seal large gaps. Keeping the areas around doors and windows clean can also help maintain a tight seal and prevent winter’s chill from invading your comfortable space. Upgrade Patio Doors Old or inefficient patio doors can let in drafts and drive up energy bills. Replacing them with energy-efficient models, such as Simonton Contemporary Sliding Patio Doors, can help maintain comfort and enhance your home’s appearance. Fully customizable with a wide range of colors, interior woodgrains and hardware finishes, the doors are designed with a narrow frame for more natural light without sacrificing energy efficiency. Plus, optional high-density SmartCore foam can further improve thermal efficiency, allowing you to enjoy winter’s beauty from the comfort of the indoors. Add Insulation Inspect your attic, basement, garage and crawl spaces for spots where insulation may be lacking. An easy and affordable way to retain heat and improve efficiency, adding pre-cut insulation into bays between ceiling joists or blowing in loose-fill insulation over the existing layer can help keep your home warmer all season long. By making a few smart upgrades and prepping your space for the cold weather ahead, you can maximize comfort and energy efficiency. To ensure your home stays comfortable this winter and beyond, visit simonton.com for more solutions. Welcome to the Consumer Corner section of STM Daily News, your ultimate destination for savvy shopping and informed decision-making! Dive into a treasure trove of insights and reviews covering everything from the hottest toys that spark joy in your little ones to the latest electronic gadgets that simplify your life. Explore our comprehensive guides on stylish home furnishings, discover smart tips for buying a home or enhancing your living space with creative improvement ideas, and get the lowdown on the best cars through our detailed auto reviews. Whether you’re making a major purchase or simply seeking inspiration, the Consumer Corner is here to empower you every step of the way—unlock the keys to becoming a smarter consumer today!
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(Feature Impact) Cold spots are a common challenge for homeowners, especially during the winter months. They not only reduce overall comfort but can also drive up energy costs. These problem areas often appear in rooms over garages, spaces farthest from the HVAC unit, finished basements, and home additions.
Caused by uneven airflow, poor insulation, or systems that struggle to adapt to varying room conditions throughout the day, cold spots can lead to uncomfortable living spaces, extra strain on your HVAC system, and higher heating bills due to overcompensation.
Fixing these problems can involve several approaches. One option is upgrading from a single, whole-home HVAC system controlled by one thermostat to a zoned solution that lets you fine-tune comfort in each room. Another is improving ductwork by replacing long runs, undersized ducts, or leaky connections that restrict airflow. You can also add smart controls that automatically adjust to changing conditions.
Consider these tips recommended by the experts at Mitsubishi Electric Trane HVAC US (METUS) to improve your home’s comfort:
- Evaluate Your Current System
Have a qualified technician inspect your HVAC system, checking ductwork for leaks, blockages or damage that could be preventing air from reaching specific rooms. Also confirm filters, coils and existing thermostats are properly located and in good working order to ensure they’re correctly reading temperatures.
- Consider a Zoned HVAC System Upgrade
Zoning divides your home into separate areas, each with its own temperature control. Options like Zoned Comfort Solutions® from Mitsubishi Electric allow you to treat individual rooms or spaces differently, conditioning only the areas you use for consistent comfort and reduced energy waste.
In larger homes with central ducted systems, adding motorized zoning dampers to open and close inside the ductwork and multiple thermostats can help redirect air where it’s needed most. For additions, bonus rooms or spaces with unique needs, ductless mini‑splits provide independent control for precise comfort without requiring an overhaul of the entire existing system.
- Add a Smart Thermostat and Sensors
Pairing zoning with smart sensors and controls allows each zone to fine‑tune comfort automatically for maximum efficiency. These sensors and advanced controls serve as the system’s intelligence, responding in real time to conditions in each room and monitoring both temperature and occupancy to adjust when a room deviates from the desired temperature.
Easy to integrate with many popular smart home platforms, the system learns your household schedule and habits to automatically optimize comfort and efficiency based on when and where people actually spend time. Plus, access through connected apps via your phone allows you to monitor cold‑prone rooms and make adjustments, even when you are away.
- Schedule Seasonal Maintenance
At least semi-annually, if not at the change of each season, have filters, coils and sensors cleaned and calibrated by a professional. Staying up to date on maintenance can help ensure your system is delivering the right amount of air where and when you need it.
Modern, connected energy‑efficient systems are attractive to buyers and can help lower a home’s carbon footprint. Learn more about fixing cold spots with zoned solutions at mitsubishicomfort.com.
Photo courtesy of Getty Images
SOURCE:
Mitsubishi Electric Trane HVAC US
Welcome to the Consumer Corner section of STM Daily News, your ultimate destination for savvy shopping and informed decision-making! Dive into a treasure trove of insights and reviews covering everything from the hottest toys that spark joy in your little ones to the latest electronic gadgets that simplify your life. Explore our comprehensive guides on stylish home furnishings, discover smart tips for buying a home or enhancing your living space with creative improvement ideas, and get the lowdown on the best cars through our detailed auto reviews. Whether you’re making a major purchase or simply seeking inspiration, the Consumer Corner is here to empower you every step of the way—unlock the keys to becoming a smarter consumer today!
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Create a Cozy, Inviting Living Room This Winter
Inviting Living Room: Turning your living room ñ the hub of seasonal entertaining ñ into a winter retreat can be simple with a few thoughtful updates. From the color palette and textiles to lighting and subtle seasonal accents, these ideas can help you create a space that feels warm and inviting, even on the chilliest of days.
Last Updated on February 15, 2026 by Daily News Staff
Create a Cozy, Inviting Living Room This Winter
(Family Features) Turning your living room – the hub of seasonal entertaining – into a winter retreat can be simple with a few thoughtful updates. From the color palette and textiles to lighting and subtle seasonal accents, these ideas can help you create a space that feels warm and inviting, even on the chilliest of days. Embrace a Winter Color Scheme Start with a warm, neutral color palette featuring creams, taupe, ivory, beige and soft grays then layer in deeper greens, muted blues or charcoal for contrast. Accent pieces such as pillows, throws and vases in matching rich tones or muted metallics can help the room feel like a cozy retreat from the cold outside without overwhelming your existing decor. Stick to your chosen color palette but vary texture and mix solids with subtle patterns like stripes or checks. Layer Cozy Textiles One of the easiest ways to dial up winter comfort is layering textiles. Drape knit or faux fur throw blankets over sofas and chairs, stack extra blankets in a basket or on a ladder shelf near the seating area and switch out lighter pillow covers for winter-friendly fabrics such as velvet, wool or sweater knit. On the floor, layer a smaller, softer rug over your existing area rug for extra warmth underfoot. Create a Seasonal Focal Point Your coffee table is the perfect focal point for winter decor. Start with a tray or shallow bowl then mix in a candle or two and other decorative elements such as books, wooden beads, pinecones or glass jars filled with fairy lights. Keeping the arrangement simple allows the table to remain functional for everyday use while still feeling seasonally intentional. Set the Mood with Lighting Shorter winter days mean less natural light floods your living space. Soften the glow with warm white bulbs in floor and table lamps then layer candles – real or flameless – on the mantel, coffee table or console for a cozy atmosphere. Add a Touch of Nature Bringing a touch of the outdoors in can give decor a fresh, grounded feel. Consider incorporating evergreen branches, pinecones, bare twigs, eucalyptus and dried stems for an understated nod to the landscape beyond your windows. Pair these natural elements with a grouping of houseplants in woven baskets, wood trays or stone pots to complete the organic, wintery look. Visit eLivingtoday.com for more seasonal decorating inspiration. Photo courtesy of ShutterstockDiscover more from Daily News
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