This resource was previously published by the Reverse Logistics Association. NRF acquired RLA in 2023.
Industry reports indicate shifts in return policies, moving from free to fee-based models with increasing exceptions, rules and customizations. In response, RLA conducted a comprehensive analysis of return policies in 2024. Return policies serve as the crucial bridge between customers, retailers and manufacturers, with their language often reflecting the level of trust extended to the customer. This research uncovers trends in the language surrounding return conditions—detailing how, when and what items can be refunded. The findings offer valuable insights into the evolving customer return experience and the expectations on reverse logistics systems to support the desired experience.
