A customer brings back a pair of shoes that did not fit and requests either a refund or a different size. That act is a return. It is the reverse flow of merchandise from customer to retailer.

Clear return policies reduce the perceived risk of purchase, especially for apparel and online orders. Conditions usually include time limits, original packaging, and proof of purchase. Returned goods are inspected, restocked, refurbished, or written off depending on condition and category.

High return rates in certain categories increase cost and operational complexity. Retailers analyze return reasons to improve product descriptions, sizing information, or quality. A fair and efficient return process can actually strengthen loyalty by making customers feel safe when they buy.

• Customer giving purchased goods back to the retailer
• May result in refund, exchange, or store credit
• Governed by policy and consumer regulations
• Provides feedback on product and description accuracy