The Record, Hackensack, N.J., Your Money's Worth column.

Publication: The Record (Hackensack, New Jersey) (via Knight-Ridder/Tribune Business News)

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COPYRIGHT 2004 The Record

Byline: Kevin DeMarrais

Nov. 21--CUSTOMERS FACE MAZE OF RULES TO GET REFUND: "We want you to be the final judge of quality," L.L. Bean tells its customers. "If you're not satisfied with your purchase, we'll replace it or give you your money back. It's that simple."

Believe it or not, it is that simple, at least with L.L. Bean and a handful of other service-oriented merchants. Everything is guaranteed forever, no questions asked.

If every retailer had similar rules, holiday shopping would be much easier. But there is no universal standard, no one-size-fits-all policy for returns, exchanges and refunds. In addition, some retailers have bought into a service that identifies people making too many returns. It's designed to reduce theft, but could lead to shoppers getting turned away when making legitimate returns.

And that means consumers need to know what is allowed and what isn't before beginning the traditional buying frenzy this week.

Many people assume incorrectly that they have a legal right to return merchandise for exchange or...

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