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Exchange policy offers Scott shoppers relief

  • Published
  • By Army & Air Force Exchange Service Public Affairs
SCOTT AIR FORCE BASE, Ill. --  Recent industry statistics show that more than $200 billion worth of merchandise is returned to retailers annually. Since returns are ultimately inevitable, the Scott Exchange wants to ensure that military shoppers are aware of its hassle-free return policy.

"Depending on the product, the Exchange offers an industry-leading return policy to maintain maximum customer satisfaction," said the Exchange's General Manager Lawrence E. Simmons, Jr. "If, for some reason, the product doesn't measure up, we have the processes in place to make it right."

The process for merchandise returns at the Exchange is as follows:

-Items in new condition may be exchanged or returned within 90 days except for the following:

-30 days only: Jewelry and watches, camcorders, televisions, digital cameras, furniture, mattresses, major appliances and gas powered equipment

-15 days only: Computers and unopened software/peripherals, CDs, DVDs and video games 

- Non-Refundable: Gift cards, pre-paid music and wireless and phone cards.

If a shopper requests a refund with a sales receipt, a cash refund will be made if the original purchase was made in cash. If the original purchase was made by credit card, the refund will be credited to the customer's same credit card. If a customer requests a refund without a sales receipt, the refund amount will be loaded on an AAFES Merchandise Card.

In addition to returns on items purchased at the Exchange, military shoppers dissatisfied with a catalog item can return it to their nearest Army and Air Force Exchange Service, Marine Corps, Navy or Coast Guard exchange for a full refund and, if applicable, the U.S. Customs fee. If the return is due to an error on the Exchange's part, the shopper will be reimbursed the standard shipping charges in full.

"We take our commitment to serving those who serve very seriously," said Mr. Simmons. "On the rare occasion when a product fails to meet a shopper's expectations, it's extremely important that they have a hassle-free experience when it comes to returning and exchanging merchandise."

The Army and Air Force Exchange Service is a joint command and is directed by a board of directors which is responsible to the Secretaries of the Army and the Air Force through the Service Chiefs of Staff. The Exchange has the dual mission of providing authorized patrons with articles of merchandise and services and generating non-appropriated fund earnings as a supplemental source of funding for military Morale, Welfare and Recreation programs. To find out more about the Exchange history and mission visit www.shopmyexchange.com.