Understanding the AAFES return policy is essential for anyone who shops at the Exchange. Whether you’re a service member, a veteran, or a family shopper, knowing the rules helps ensure a smooth experience if you need to bring something back. This guide breaks down everything you need to know, from time limits to condition requirements, so you can shop with confidence.
The policy is designed to be fair and straightforward, but it does have specific guidelines that differ from regular retail stores. We’ll cover all the details, including returns by mail, in-store procedures, and exceptions for special items.
AAFES Return Policy
The core AAFES return policy allows you to return most items within a reasonable timeframe with your proof of purchase. The key is to have your receipt or order confirmation and to ensure the item is in its original condition. Generally, you have 60 days for a full refund or exchange on standard merchandise. This applies to purchases made both in physical Exchange stores and online at ShopMyExchange.com.
Some items, like electronics and fine jewelry, have shorter return windows or additional restocking fees. It’s always best to check the specific policy for the category before you buy, especially for big-ticket items. Having your military ID and the original form of payment will also make the process quicker.
Standard Return Timeframes and Methods
For most everyday purchases, the 60-day window is standard. Here’s how it typically works:
* In-Store Purchases: You can return these to any main Exchange store (not always Express locations). Bring the item, all original packaging and accessories, and your receipt. The refund will usually go back to your original payment method.
* Online Purchases (ShopMyExchange.com): You have two main options:
1. Return by Mail: Initiate the return online through your account, print the provided label, and ship the item back. Refunds are processed once the return is received and inspected.
2. Return in Store: You can also bring your online purchase to a participating Exchange store for return. Have your packing slip or order number ready.
Remember, the clock starts on the day you recieve the item, not the day you ordered it. For in-store buys, it’s the purchase date on your receipt.
Items with Special Return Rules
Not everything follows the standard 60-day rule. Certain products have stricter policies due to their nature or for hygiene reasons.
* Electronics (Computers, Tablets, Cameras): These often have a 15-day return policy from the date of purchase. They must be complete with all manuals, cables, and original boxing. Opened software is generally not returnable unless defective.
* Fine Jewelry and Watches: Returns are typically allowed within 30 days. The item must be in unworn condition, and all tags and certificates must be included.
* Final Sale & Clearance Items: These are usually marked as “final sale” and cannot be returned unless they are defective. Always check the ticket or product description.
* Personal Care Items: For health and safety reasons, opened cosmetics, fragrances, and earrings are not returnable. Unopened items in original seal may be returned within the standard period.
* Swimwear and Undergarments: These must have the original hygienic liner attached and tags on for any return to be considered.
Condition of Returns: What “Like New” Really Means
To get a refund, your item must be in its original, saleable condition. This means:
* All original tags and labels are attached.
* The item has not been worn, washed, altered, or damaged.
* All parts, accessories, manuals, and promotional items that came with it are included.
* The original packaging is in good shape (especially important for electronics and collectibles).
If an item is returned in used or damaged condition, AAFES may refuse the return or offer a reduced refund. It’s not just about being unused; it’s about being resellable to the next customer.
Step-by-Step: How to Process a Return
Follow these steps to ensure your return goes smoothly without any unnecessary delays.
1. Gather Your Items: Collect the item, all its parts, original packaging, and any free gifts that came with it.
2. Locate Your Proof of Purchase: Find your physical receipt, packing slip, or digital order confirmation email. If you lost it, some stores can look it up with your military ID or phone number, but it’s not guaranteed.
3. Choose Your Return Method: Decide if you’re going back to a store or using the mail. For mail returns, log into your ShopMyExchange account to start the process.
4. Package the Item Securely: If mailing, use a sturdy box and include all items. Attach the return label clearly.
5. Complete the Transaction: At the store, a customer service associate will process your return. By mail, you’ll get an email confirmation once the refund is issued after inspection.
Understanding Refunds and Exchanges
How you get your money back depends on how you paid.
* Credit/Debit Card: Refunds are issued back to the original card. It can take 3-7 business days for the bank to post it.
* Cash, Check, or Gift Card: You will typically receive a refund in cash or onto a new gift card.
* Exchange: If you want a different size or color, you can usually do a direct exchange if the item is in stock. If the price is different, you’ll pay or be refunded the difference.
* Defective Items: If something is broken or doesn’t work right out of the box, contact customer service immediately. You may be offered a repair, replacement, or refund, often even outside the standard return window.
Common Issues and How to Avoid Them
A few simple mistakes can slow down your return. Here’s what to watch for:
* Missing Receipt: Always file your receipts digitally or keep them in a folder. Without it, you might only get the current selling price on a merchandise credit.
* Waiting Too Long: Mark the return deadline on your calendar. After 60 days (or 15 for electronics), you’re likely stuck with the item unless there’s a manufacturer’s warranty.
* Incomplete Packaging: Throwing away the box or manuals for an electronic item can void your return eligiblity. Keep everything until you’re sure you’re keeping the product.
* Not Checking Special Policies: Assuming everything has a 60-day window can lead to disappointment. Always ask or check online for categories like jewelry or clearance.
The Military Star Card and Returns
Returns for purchases made with the Military Star Card are handled similarly. The refund will be credited back to your Star Card account. This can help if you’re trying to manage your card balance. It’s important to note that the refund will not immediately appear as a payment; it will show as a credit to your purchase balance. Your statement will reflect the adjustment.
Holiday and Seasonal Extensions
AAFES often offers extended return periods during the winter holiday season. Purchases made in November and December may have a return deadline in late January. This is always announced on their website and in stores, but it’s not a guarantee every year. When shopping for gifts during the holidays, its a good idea to ask about the current extended policy and keep those receipts separate.
Online-Only Brands and Marketplace Sellers
ShopMyExchange.com sometimes sells items from third-party vendors or special brands. Their return policies may vary from the standard AAFES policy. Always:
* Read the “Shipping & Returns” information on the specific product page before buying.
* Note that returns for these items might need to be sent to a different address.
* Understand that refund timelines could be longer.
What If You’re Deployed or Moving?
AAFES has provisions for unique military circumstances. If you are deployed or have permanent change of station (PCS) orders and miss a return window, it’s worth contacting customer service directly. With documentation of your orders, they may make exceptions on a case-by-case basis. Communication is key in these situations.
Tips for a Hassle-Free Return Experience
To make every return as simple as possible, adopt these habits:
* Keep a Digital Folder: Take photos of your receipts and save confirmation emails in a dedicated folder in your email.
* Store Packaging: Keep boxes and packaging for expensive items for at least the return period.
* Ask at Purchase: When buying something expensive, verbally confirm the return window with the cashier or check the online description.
* Act Quickly: If you change your mind, don’t let the item sit in a closet. Process the return as soon as you can to avoid forgetting.
Frequently Asked Questions (FAQ)
How long do I have to return something to AAFES?
For most items, you have 60 days from the purchase or delivery date. Electronics like laptops and tablets have a shorter 15-day return policy.
Can I return online purchases to a physical Exchange store?
Yes, in most cases you can. Bring the item, all packaging, and your packing slip or order number to the customer service desk. Not all items are eligible, so check your order details first.
What if I lost my receipt?
You may still be able to process a return. The store can sometimes look up your purchase using your military ID or the credit card you used. If found, you might recieve a refund at the current price onto a merchandise credit.
Does AAFES charge restocking fees?
Generally, no. However, some special order or large electronic items might have a fee if returned opened. This will be clearly stated on the product information or receipt.
What items cannot be returned?
Opened personal care items (makeup, perfume), earrings for piercing, swimwear without hygienic liners, final sale merchandise, and custom-made items are typically non-returnable.
How long does a refund take on my credit card?
Once AAFES processes the return, it can take 3 to 7 business days for the refund to appear on your credit or debit card statement, depending on your bank.
Can I return a gift I bought for someone else?
Yes, but you will need the original proof of purchase (receipt). Without it, the return may only be possible for store credit at the current selling price.
What is the policy for defective or broken items?
Contact AAFES customer service right away. You are usually entitled to a repair, replacement, or refund even outside the normal return window for genuine manufacturer defects.
By understanding the details of the AAFES return policy, you can make the most of your shopping benefits. Keeping your receipts, noting the different timeframes for special items, and returning products in their original condition are the best ways to ensure you have a positive experience every time you shop at the Exchange.