According to Stephanie Calvano, director of data management and technology at The Marist Poll, the decision to keep an online purchase instead of returning it comes down to time and cost. "The very factors that tend to drive online shoppers to the digital marketplace," she said.
Keeping merchandise even when it’s not wanted is relatively common. A Happy Returns survey conducted last year found that while roughly two-thirds of US digital buyers had returned an item, some 37% admitted that they’ve kept an unwanted item, and never used it.
Indeed, consumers value a return policy that makes sending an item back easy. Factors that lessen the hassle of a return for US digital shoppers include full refunds, not having a set time limit on returns and free return shipping.