The “fine print” matters. Review the merchant’s published refund policy to get a sense of the landscape.

Not all merchants have refund policies. A seller may not just claim after the fact that a policy existed; even if one did, it will not matter if the terms were not clearly conveyed at the time of the transaction.

If the merchant does not have a formal return policy, then state law will most likely dictate consumer rights. But remember that even strict “no refund” policies are not necessarily enforceable if the goods or services provided were defective, dangerous, or otherwise not-as-advertised.

Documentation is critical. Do not despair though if the original receipt has been lost – if the purchase was made by credit or debit card, then a backup record should be accessible through your bank’s online account summary page.

Explain why you are seeking a refund, but make sure that your reason falls within the refund policy. Was the item or service not as described? Was there a defect in the product? The more objective and verifiable the issue, the better.

Be specific in the demand letter. Indicate the total amount that is demanded, the deadline for issuing this refund, and how the refund should be provided. Make sure that the merchant receives the letter, and follow up as necessary.

Timing is everything with refund requests – so the sooner after the original transaction the refund request is made, the better.

Unfortunately, some merchants still refuse to yield. If a refund has not been issued by the specified deadline, then it may be time to take things to the next level.

There are several ways to escalate the quest for a refund:

• File a consumer complaint with the office of the state attorney general
• Contact the Better Business Bureau (BBB) or the local chamber of commerce
• Leave a negative review of the merchant online
• Seeking damages in small claims court