Product Returns Statistics 2026
This page collects 49 figures on product returns: how much shoppers send back, who returns and why, what returns cost retailers, how much is lost to fraud and abuse, how returns split between stores and online, and how return policies affect loyalty. Most figures describe the United States in 2025 and 2026, with UK and European survey data from IMRG, nShift and Sendcloud, and one 2023 retailer survey from Blue Yonder where no newer cost breakdown is published. Sources include the National Retail Federation and Happy Returns, Appriss Retail, Narvar, Seel, Loop Returns, Locus, Ryder, ReturnPro, Blue Yonder and the U.S. Census Bureau.
By the Comredix review desk · Updated November 13, 2026 · 49 numbers drawn from 16 publishers and reports
Short answer
U.S. retailers expected 15.8% of 2025 sales, about $849.9 billion, to be returned, and 19.3% of online sales (NRF and Happy Returns). Processing a return costs about 30% of the item's value (Appriss Retail), retailers estimate that 9% of returns are fraudulent (NRF), and 81% of returns by value come back through a store, including online orders (Appriss Retail).
Headline numbers
- $849.9 billionRetailers expect U.S. shoppers to return 15.8% of 2025 retail sales, merchandise worth $849.9 billion, based on a survey of large merchants by NRF and Happy Returns.National Retail Federation
- 19.3%About 19.3% of U.S. online sales were expected to be returned in 2025, above the 15.8% rate for all retail sales.National Retail Federation
- 30%Processing a return costs U.S. retailers an average of 30% of the item's value, about $211 billion across the industry in 2025, according to Appriss Retail.Appriss Retail
- 9%U.S. retailers estimate that 9% of all returns are fraudulent, excluding bracketing and wardrobing, according to the 2025 NRF and Happy Returns merchant survey.National Retail Federation
- 14.2%Fraud and abuse account for 14.2% of 2025 U.S. returns, about $100 billion of preventable loss, according to Appriss Retail.Appriss Retail
- 81%In-store returns make up 81% of all U.S. returns, counting both store purchases and online orders brought back to a store, according to Appriss Retail.Appriss Retail
- 57%57% of U.S. online shoppers have decided not to shop with a retailer after being charged for a return, up from 40% in 2024.National Retail Federation and Happy Returns
- 57.6%Poor fit is the most common reason for online returns in the UK, cited by 57.6% of consumers in an April 2026 survey of 1,000 shoppers, ahead of poor quality (50.8%) and damaged items (45.9%).IMRG and nShift
Reading the numbers
The headline numbers agree on scale even though they are built differently. NRF and Happy Returns, working from estimates by large merchants, put 2025 U.S. returns at 15.8% of retail sales, or $849.9 billion. Appriss Retail, which combines client transaction data with a consumer survey, arrives at $706 billion. Both put online orders above the average: NRF expects 19.3% of online sales to come back, and Narvar's platform data shows holiday return volume growing almost twice as fast as orders.
Returns are expensive to handle. Appriss Retail puts the processing cost at about 30% of an item's value, or $211 billion across U.S. retail, while Seel estimates that returns and refunds consume 20% to 25% of revenue when logistics, support and restocking are included. Retailers in Blue Yonder's survey mostly gave lower per-item figures, between 5% and 20% of the original price, so the true cost depends heavily on category and process. This pressure is why 72% of large merchants in the NRF and Happy Returns survey, and 65.2% of Loop's merchants, now charge for at least some returns.
Fraud estimates depend on definitions. Retailers in the NRF and Happy Returns survey put fraud at 9% of returns, excluding bracketing and wardrobing. Appriss Retail counts 12% of returns as abuse and 2% as fraud, about $100 billion together, and Loop flags 11.4% of return value as high risk. Narvar's survey shows fewer shoppers admitting to return fraud in 2025 than a year earlier, which fits the view that abuse is becoming harder to see rather than disappearing.
Stores still handle most returns. Appriss Retail estimates that 81% of U.S. returns by value come back in a store, including 29% that were bought online, and Locus finds in-store drop-off is the favorite method for 54% of shoppers. Policy choices carry weight with shoppers: 82% of online returners call free returns a major consideration and 57% say they stopped shopping somewhere after being charged for a return (NRF and Happy Returns), while IMRG and nShift find that two thirds of UK shoppers would accept an exchange instead of a refund if offered one.
How much shoppers send back
- 1.
Retailers expect U.S. shoppers to return 15.8% of 2025 retail sales, merchandise worth $849.9 billion, based on a survey of large merchants by NRF and Happy Returns.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
WASHINGTON – Retailers estimate that 15.8% of their annual sales will be returned this year, totaling $849.9 billion, according to the 2025 Retail Returns Landscape report released today by the National Retail Federation and Happy Returns, a UPS company.
- 2.
About 19.3% of U.S. online sales were expected to be returned in 2025, above the 15.8% rate for all retail sales.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
According to the report, an estimated 19.3% of online sales will be returned in 2025.
- 3.
U.S. retailers expected 17% of 2025 holiday sales to be returned, in line with earlier years.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
Ahead of the winter holiday season, the report also found that retailers expect 17% of holiday sales to be returned, consistent with previous years.
- 4.
Appriss Retail estimates U.S. consumers returned $706 billion of merchandise in 2025.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
Returns added up to $706B in 2025 – a figure that’s grown as omnichannel shopping expands and return policies become more generous.
- 5.
Across Narvar's retailer network, 2025 holiday return volume rose about 11% year over year while order volume rose about 6%.
Narvar, Narvar Finds January Returns Climb Nearly Twice as Fast as Holiday Sales, Marking a More Cautious Consumer Entering 2026 (Feb 2026)
Exact wording at the source
New data from Narvar shows that while overall holiday order volume increased approximately 6% year over year, return volume rose nearly twice as fast—up roughly 11%—pushing return rates higher across multiple retail categories.
- 6.
Return activity in Seel's dataset of 10 million transactions is 16% higher in November and December than in baseline months.
Seel, Seel 2025 State of Returns & Refunds Report (Dec 2025)
Exact wording at the source
Seel’s analysis reveals that return activity increases 16% during November and December compared to baseline months.
- 7.
In Sendcloud's 2026 survey of 8,000 shoppers in eight European markets, 41% had made at least one online return in the past three months.
Sendcloud, Consumer trends in e-commerce 2026: What European shoppers really want (Jul 2026)
Exact wording at the source
41% of European shoppers made at least one return in the past three months, and 70.73% say they are more likely to buy from stores that offer easy online returns.
- 8.
In Ryder's 2026 survey of U.S. online shoppers, 32% said they had not returned any online purchase in the past year.
Ryder System, 2026 Ryder E-Commerce Consumer Study: Beyond Price (Mar 2026)
Exact wording at the source
32% of shoppers said they didn't return any online purchases in the past year.
Who returns and why
- 9.
Poor fit is the most common reason for online returns in the UK, cited by 57.6% of consumers in an April 2026 survey of 1,000 shoppers, ahead of poor quality (50.8%) and damaged items (45.9%).
IMRG and nShift, The Ecommerce Returns Opportunity: what UK consumers expect from returns in 2026 (Jun 2026)
Exact wording at the source
Look at it beside the top return reason: fit leads at 57.6%, ahead of poor quality at 50.8% and items arriving damaged at 45.9%.
- 10.
Almost half (49%) of U.S. apparel shoppers in Ryder's 2026 study returned clothing they had bought online in the past year.
Ryder System, 2026 Ryder E-Commerce Consumer Study: Beyond Price (Mar 2026)
Exact wording at the source
In the past year, 49% of apparel shoppers reported returning clothing they purchased online.
- 11.
U.S. shoppers aged 18 to 30 returned 7.7 online purchases on average over 12 months, more than any other generation, in the 2025 NRF and Happy Returns survey of people who had returned an online order.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
Those between the ages of 18 and 30 made 7.7 returns of online purchases in the last 12 months, on average, more than any other generation.
- 12.
In Locus's Q2 2026 U.S. survey, 20% of Gen Z shoppers practice bracketing, compared with 3% of Baby Boomers.
Locus, U.S. Post-Purchase Survey Report, Q2 2026 (Jun 2026)
Exact wording at the source
Gen Z brackets at 20% vs. 3% of Boomers; younger shoppers return far more often.
- 13.
Secondhand items come back at a 140% higher return rate than other items in Seel's 2025 transaction data.
Seel, Seel 2025 State of Returns & Refunds Report (Dec 2025)
Exact wording at the source
Across our data, Seel sees 140% higher return rates on secondhand items , further validating the challenges resale merchants and marketplaces face when considering offering shoppers a return path themselves.
- 14.
In Narvar's 2025 survey of 3,461 U.S. online shoppers, 37% admitted to return fraud, down from 57% a year earlier.
Narvar, New Narvar Report Finds Two-Thirds of Online Shoppers Feel Anxious After They Click "Buy" (Nov 2025)
Exact wording at the source
The number of shoppers who admitted to return fraud fell 35% year over year (from 57% to 37%), yet retailers still absorbed $103 billion in fraudulent returns in 2024 as abuse becomes harder to detect.
Chart
Top reasons UK shoppers return online purchases, 2026
Survey of 1,000 UK consumers, April 2026. Multiple answers allowed.
- Poor fit57.6%
- Poor quality50.8%
- Arrived damaged45.9%
Source: IMRG and nShift, The Ecommerce Returns Opportunity: what UK consumers expect from returns in 2026
What returns cost retailers
- 15.
Processing a return costs U.S. retailers an average of 30% of the item's value, about $211 billion across the industry in 2025, according to Appriss Retail.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
Returns cost retailers an average of 30% of an item’s value to process—adding up to $211B industry-wide.
- 16.
Seel estimates that once reverse logistics, processing, support and restocking are included, returns and refunds consume 20% to 25% of retailer revenue.
Seel, Seel 2025 State of Returns & Refunds Report (Dec 2025)
Exact wording at the source
Once reverse logistics, processing systems, customer support, and restocking operations are included, returns and refunds consume 20–25% of revenue.
- 17.
In a December 2023 Blue Yonder survey of more than 200 U.S. retailers, 32% put the cost of a return at 5% to 10% of the product's original value, the most common answer.
Blue Yonder, Returns Pose a Significant Challenge for U.S. Retailers, According to Recent Blue Yonder Survey (Jan 2024)
Exact wording at the source
Retailers were surveyed on the cost of returns as a percentage of the product’s original value, with responses ranging from 5-10% (32%), 11-15% (29%), 16-20% (24%), and +21% (14%).
- 18.
In a Blue Yonder and Incisiv survey, 57% of retailers said 5% to 15% of their inventory value was tied up in returns processing.
Blue Yonder, Three strategies for optimizing your results in "returnuary" (Jan 2026)
Exact wording at the source
A Blue Yonder survey done in partnership with Incisiv shows that 57% of retailers have 5-15% of inventory value held up in returns processing
- 19.
72% of large U.S. ecommerce merchants started charging for at least one return option in the 12 months before the 2025 NRF and Happy Returns survey.
National Retail Federation and Happy Returns, 2025 Retail Returns Landscape (Oct 2025)
Exact wording at the source
72% of all merchants surveyed have started charging for at least one return option in the past 12 months.
- 20.
Across more than 4,000 merchants on Loop's platform, 65.2% charge return fees on at least some outcomes, with an average fee of $9.04.
Loop Returns, 2026 Global Ecommerce Report: Retention Benchmarks of High-Performing Brands (Sep 2026)
Exact wording at the source
65.2% of merchants charge return fees on at least some outcomes, with an average fee of $9.04 .
- 21.
Loop merchants give shoppers an average of 39 days to request a refund and 41 days to request an exchange.
Loop Returns, 2026 Global Ecommerce Report: Retention Benchmarks of High-Performing Brands (Sep 2026)
Exact wording at the source
At the same time, merchants continue to offer generous decision windows, with an average of 39 days to request a refund and 41 days for an exchange .
- 22.
Boxless returns cut total return processing expenses by 15% to 20%, according to Narvar's retailer data.
Narvar, Narvar Finds January Returns Climb Nearly Twice as Fast as Holiday Sales, Marking a More Cautious Consumer Entering 2026 (Feb 2026)
Exact wording at the source
Logistics Efficiency: Boxless returns cut total processing expenses by 15–20%.
- 23.
In ReturnPro's 2025 survey of U.S. consumers, 29% said they do not believe returns cost retailers anything.
ReturnPro, ReturnPro Publishes "The State of Consumer Returns" 2025 Report (Apr 2025)
Exact wording at the source
Despite the influence that returns have on business operations, the report found that most consumers are unaware of their true impact: 29% don’t believe returns cost retailers anything, and nearly half think brands break even on returned items.
Chart
Cost of a return as a share of the product's original value
Share of more than 200 U.S. retailers giving each answer, Blue Yonder survey fielded December 2023.
- 5 to 10%32%
- 11 to 15%29%
- 16 to 20%24%
- 21% or more14%
Source: Blue Yonder, Returns Pose a Significant Challenge for U.S. Retailers, According to Recent Blue Yonder Survey
Return fraud and abuse
- 24.
U.S. retailers estimate that 9% of all returns are fraudulent, excluding bracketing and wardrobing, according to the 2025 NRF and Happy Returns merchant survey.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
The report found that 9% of all returns are fraudulent.
- 25.
Fraud and abuse account for 14.2% of 2025 U.S. returns, about $100 billion of preventable loss, according to Appriss Retail.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
Taking the blinders off Of the $706B in returns, 14.2% ($100B) is preventable loss due to returns fraud and abuse.
- 26.
Returns abuse, such as using and then returning items, makes up 12% of all U.S. returns, worth $86 billion, in Appriss Retail's 2025 estimate.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
It accounts for 12% of all returns, worth $86B.
- 27.
Outright return fraud accounts for 2% of all U.S. returns, worth $14 billion, in Appriss Retail's 2025 estimate.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
It accounts for 2% of all returns, worth $14B.
- 28.
Fraud on online purchases returned in store (BORIS) cost U.S. retailers $4 billion in 2025, according to Appriss Retail.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
In this report you’ll learn why: Retailers face $4B in cross-channel fraud from BORIS returns The addition of a third “warn and approve” decision can reduce abusive returns by 90% without impacting customer loyalty.
- 29.
Among U.S. retailers that track return fraud, 71% saw an increase in overstated return quantities in 2025, 65% in empty box returns and 64% in decoy returns such as counterfeit items.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
Retailers that track such incidents noted increases in practices like overstated quantity of returns (71%), empty box or “box of rocks” (65%) and decoy returns such as counterfeit items (64%).
- 30.
Across Loop's merchant data, 11.4% of return value is flagged as high risk, and the average flagged return is worth $120.
Loop Returns, 2026 Global Ecommerce Report: Retention Benchmarks of High-Performing Brands (Sep 2026)
Exact wording at the source
Across the dataset, 11.4% of return value is flagged as high risk , with an average fraudulent return value of $120 .
- 31.
85% of large U.S. ecommerce merchants use AI or machine learning to fight return fraud, but only 45% believe the tools work well on their own.
National Retail Federation and Happy Returns, 2025 Retail Returns Landscape (Oct 2025)
Exact wording at the source
85% of merchants say they are using AI or machine learning in their returns process to identify and combat fraud, but the results have been mixed: Only 45% of retailers believe these tools are truly effective at preventing fraud on their own.
Chart
Return fraud tactics that retailers say are increasing, 2025
Share of large U.S. merchants that track each tactic and saw it rise. NRF and Happy Returns, 2025.
- Overstated quantity71%
- Empty box or box of rocks65%
- Decoy or counterfeit items64%
Source: National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025
Online versus in-store returns
- 32.
In-store returns make up 81% of all U.S. returns, counting both store purchases and online orders brought back to a store, according to Appriss Retail.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
83% prefer to return in store if they purchased in store 45% still prefer in store even if they purchased online The margin loss on omnichannel In-store returns now account for 81% of all returns.
- 33.
Online purchases returned in a store (BORIS) account for 29% of U.S. returns, or $208 billion, while online purchases returned online account for 19%, or $131 billion.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
Bought online, returned in-store (BORIS): 29% ($208B) Bought online, returned online (BORO): 19% ($131B)
- 34.
In Appriss Retail's survey of U.S. returners, 83% prefer to return store purchases in store, and 45% prefer the store even for items bought online.
Appriss Retail, 2026 Total Retail Loss Benchmark Report (Feb 2026)
Exact wording at the source
83% prefer to return in store if they purchased in store 45% still prefer in store even if they purchased online
- 35.
In-store drop-off is the favorite return method for 54% of U.S. consumers in Locus's Q2 2026 survey, while only 19% default to the cheapest option.
Locus, U.S. Post-Purchase Survey Report, Q2 2026 (Jun 2026)
Exact wording at the source
54% prefer in-store drop-off; only 19% choose the cheapest option.
- 36.
More than 70% of UK consumers would likely return an online purchase in store rather than by post if the option were available.
IMRG and nShift, Returns policy an influence for 85.6% UK online shoppers, new IMRG and nShift research finds (Jun 2026)
Exact wording at the source
Stores remain an important returns channel: More than 70% would be likely or very likely to return an online purchase in-store instead of by post if the option were available.
- 37.
Retailer adoption of buy online, return in store grew by 10 percentage points year over year in the 2025 NRF and Happy Returns merchant survey.
National Retail Federation and Happy Returns, 2025 Retail Returns Landscape (Oct 2025)
Exact wording at the source
Across other return methods, buy online, return in-store (BORIS) grew by 10 percentage points year-over-year , mail returns using a QR code for carrier label printing are up 9 percentage points, and traditional mail returns where the shopper packages and prints his or her own label is up 5 percentage points.
- 38.
Ecommerce made up 17.1% of seasonally adjusted U.S. retail sales in the second quarter of 2026.
U.S. Census Bureau, Quarterly Retail E-Commerce Sales, 2nd Quarter 2026 (Aug 2026)
Exact wording at the source
E-commerce sales in the second quarter of 2026 accounted for 17.1 percent of total sales.
- 39.
U.S. ecommerce sales grew 12.2% from the second quarter of 2025 to the second quarter of 2026, against 6.7% growth for total retail sales.
U.S. Census Bureau, Quarterly Retail E-Commerce Sales, 2nd Quarter 2026 (Aug 2026)
Exact wording at the source
The second quarter 2026 e-commerce estimate increased 12.2 percent (±0.9 percent) from the second quarter of 2025 while total retail sales increased 6.7 percent (±0.5 percent) in the same period.
Chart
U.S. returns by purchase and return channel, 2025
Share of the $706 billion of U.S. returns in 2025, Appriss Retail estimate.
- Bought in store, returned in store52%
- Bought online, returned in store29%
- Bought online, returned online19%
Source: Appriss Retail, 2026 Total Retail Loss Benchmark Report
Return policies and shopper loyalty
- 40.
82% of U.S. online returners call free returns a major consideration when buying, up from 76% a year earlier.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
Free returns are a major draw for shoppers, with 82% citing them as a major consideration when making a purchase, up from 76% last year.
- 41.
57% of U.S. online shoppers have decided not to shop with a retailer after being charged for a return, up from 40% in 2024.
National Retail Federation and Happy Returns, 2025 Retail Returns Landscape (Oct 2025)
Exact wording at the source
From free return shipping to instant refunds, customers expect a seamless process — and they’re willing to walk away from retailers that fail to deliver: 57% of shoppers will not shop with a retailer after being charged for a return, a rate that has sharply increased from 40% in 2024.
- 42.
71% of U.S. consumers say a poor returns experience makes them less likely to shop with that retailer again, up from 67% in 2024.
National Retail Federation, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025)
Exact wording at the source
About 71% of consumers say they are less likely to shop with a retailer again after a poor experience, up from 67% in 2024.
- 43.
83% of U.S. consumers in ReturnPro's 2025 survey said a retailer's return policy would influence whether they shop there.
ReturnPro, ReturnPro Publishes "The State of Consumer Returns" 2025 Report (Apr 2025)
Exact wording at the source
Returns Policies Drive Loyalty A majority (83%) of consumers said that a retailer’s return policy would influence their decision to shop there.
- 44.
69% of U.S. consumers think returns should be free, according to Locus's Q2 2026 survey, though many Gen Z shoppers will pay a small fee.
Locus, U.S. Post-Purchase Survey Report, Q2 2026 (Jun 2026)
Exact wording at the source
Overall, 69% think returns should be free — but that headline hides a widening gap between older and younger shoppers.
- 45.
68% of U.S. shoppers say a fast refund makes them more likely to shop with that retailer again.
Locus, U.S. Post-Purchase Survey Report, Q2 2026 (Jun 2026)
Exact wording at the source
68% say a fast refund makes them more likely to shop again (42% much more likely, 26% somewhat).
- 46.
85.6% of UK online shoppers say a retailer's returns policy is important when deciding whether to buy, in a 2026 IMRG and nShift survey of 1,000 consumers.
IMRG and nShift, Returns policy an influence for 85.6% UK online shoppers, new IMRG and nShift research finds (Jun 2026)
Exact wording at the source
Key findings include: Returns affect the original sale: 85.6% of consumers say a retailer’s returns policy is very important or quite important when deciding whether to buy online (45.6% very important, 40% quite important).
- 47.
66.1% of UK consumers would likely accept an exchange offered at the start of a return instead of a refund.
IMRG and nShift, Returns policy an influence for 85.6% UK online shoppers, new IMRG and nShift research finds (Jun 2026)
Exact wording at the source
Exchanges can retain the purchase: 66.1% would be likely or very likely to accept an exchange offered when starting a return instead of requesting a refund.
- 48.
After a poor return, 42.3% of UK shoppers would be much less inclined to shop with the retailer again and 28.8% would stop altogether.
IMRG and nShift, Returns policy an influence for 85.6% UK online shoppers, new IMRG and nShift research finds (Jun 2026)
Exact wording at the source
A poor experience damages future demand: 42.3% would be much less inclined to shop with a retailer again after a poor return, while 28.8% would stop shopping with that retailer altogether.
- 49.
70.73% of European online shoppers say they are more likely to buy from stores that offer easy online returns, in Sendcloud's 2026 eight-market survey.
Sendcloud, Consumer trends in e-commerce 2026: What European shoppers really want (Jul 2026)
Exact wording at the source
41% of European shoppers made at least one return in the past three months, and 70.73% say they are more likely to buy from stores that offer easy online returns.
Questions readers ask
- What percentage of purchases are returned?
- U.S. retailers expected 15.8% of 2025 retail sales to be returned, about $849.9 billion, according to NRF and Happy Returns. Online orders come back more often, at an estimated 19.3% of online sales.
- How much does it cost a retailer to process a return?
- Appriss Retail estimates that processing a return costs about 30% of the item's value, about $211 billion across U.S. retail in 2025. In a Blue Yonder retailer survey, the most common answer was 5% to 10% of the original price, so costs vary widely by category.
- How common is return fraud?
- Retailers in the 2025 NRF and Happy Returns survey estimate that 9% of returns are fraudulent. Appriss Retail puts fraud at 2% of returns and abuse such as wardrobing at another 12%, about $100 billion combined in 2025.
- Do more people return items in store or online?
- Stores handle most returns. Appriss Retail estimates that 81% of U.S. returns by value are made in a store, including 29% of returns that were bought online, while 19% are bought and returned online.
- Why do people return online purchases?
- Fit is the most common reason. In a 2026 IMRG and nShift survey of UK shoppers, 57.6% cited fit, 50.8% poor quality and 45.9% damaged items.
- Do return fees drive shoppers away?
- Often, yes. 57% of U.S. online shoppers in the 2025 NRF and Happy Returns survey said they stopped shopping with a retailer after being charged for a return, up from 40% in 2024, even though 72% of large merchants now charge for at least one return option.
Where these numbers come from
We used figures published by the organizations that collected the data: trade associations, the U.S. Census Bureau, and returns, logistics and fraud companies reporting their own surveys or platform data. Many of these publishers sell returns services, so their surveys tend to stress the cost of returns and the value of good policies; we report what they measured and name the sample. Return rates and fraud shares are not directly comparable across sources, because NRF relies on merchant estimates, Appriss Retail models the whole market from client data, and Loop, Narvar and Seel describe the stores on their platforms. UK and European figures are labeled as such. Every quote was checked against the source page on the update date. We store the sentence each number appears in, and a script loads the publisher's page again to make sure that sentence is still there. Our methodology has the details.
Sources
- Appriss Retail. 2026 Total Retail Loss Benchmark Report (Feb 2026).
- Blue Yonder. Returns Pose a Significant Challenge for U.S. Retailers, According to Recent Blue Yonder Survey (Jan 2024).
- Blue Yonder. Three strategies for optimizing your results in "returnuary" (Jan 2026).
- IMRG and nShift. The Ecommerce Returns Opportunity: what UK consumers expect from returns in 2026 (Jun 2026).
- IMRG and nShift. Returns policy an influence for 85.6% UK online shoppers, new IMRG and nShift research finds (Jun 2026).
- Locus. U.S. Post-Purchase Survey Report, Q2 2026 (Jun 2026).
- Loop Returns. 2026 Global Ecommerce Report: Retention Benchmarks of High-Performing Brands (Sep 2026).
- Narvar. Narvar Finds January Returns Climb Nearly Twice as Fast as Holiday Sales, Marking a More Cautious Consumer Entering 2026 (Feb 2026).
- Narvar. New Narvar Report Finds Two-Thirds of Online Shoppers Feel Anxious After They Click "Buy" (Nov 2025).
- National Retail Federation. Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 (Oct 2025).
- National Retail Federation and Happy Returns. 2025 Retail Returns Landscape (Oct 2025).
- ReturnPro. ReturnPro Publishes "The State of Consumer Returns" 2025 Report (Apr 2025).
- Ryder System. 2026 Ryder E-Commerce Consumer Study: Beyond Price (Mar 2026).
- Seel. Seel 2025 State of Returns & Refunds Report (Dec 2025).
- Sendcloud. Consumer trends in e-commerce 2026: What European shoppers really want (Jul 2026).
- U.S. Census Bureau. Quarterly Retail E-Commerce Sales, 2nd Quarter 2026 (Aug 2026).
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Comredix. (2026, November 13). Product Returns Statistics 2026. https://comredix.com/product-returns-statistics
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