According to the PissedConsumer website, 16% of Old Navy complaints are about returns and 12% are about refunds. Understanding the Old Navy return policy can help you avoid common issues. Old Navy allows most items to be returned within 30 days of purchase or delivery. Items must be unworn and unwashed. Holiday purchases may qualify for extended return deadlines, and certain items are excluded. This article answers all these questions in detail. We also looked into Old Navy reviews to find out if customers have issues when returning items to the company. Key Insights: Old Navy was founded in 1994 as a more affordable division of Gap Inc., offering stylish, value-driven clothing for the whole family. Gift card refunds are typically issued to the gift card, and reward points are credited to your account. Proof of purchase is generally required for refunds. What Is Old Navy’s Return Policy The Old Navy return policy allows customers 30 days to return or exchange items. The 30-day return window starts on the delivery date for online purchases and the purchase date for in-store purchases. To be eligible for returns and exchanges, items should be in their original condition: unworn and unwashed. Items that are damaged or defective can be returned or exchanged at any time. Items returned after 30 days may be eligible for merchandise credit only. Despite the clearly stipulated terms and conditions, online reviews indicate consumer issues when returning items to Old Navy. For example, in one review, the customer explained the difficulties they encountered when trying to return a bra that was a little snug. Despite being eligible and initiating the return within the allowed period, Old Navy did not issue them a refund. It was particularly frustrating that Old Navy customer service was unhelpful when the customer sought assistance. I returned the item which was priced at $5.99, but I only got the refund for $1.92... I called 4 times and I felt the customer service tried to help but with zero results. They always said we will do research and someone will call you... I felt I spent more than 4 hours just to get my refund for $4.07. Ridiculous! However, they resolved their issue after posting their complaint on PissedConsumer.com. Share your experience What Are Exceptions to Old Navy’s Return Policy The following items are not eligible for returns or exchanges as per the Old Navy return policy: Items that are not in their original condition, either worn or washed Final sale items Masks Items marked as “mail only” on the product page or invoice can only be returned by mail, and specific limitations may apply. Source: oldnavy.com For example, swimwear must have original price tags and the hygienic liner intact when being returned. New sunglasses should be returned with the tags attached and accompanied by the original receipt. Old Navy Extended Holiday Returns Policy The Old Navy holiday return policy extends the return deadline for purchases made during the holiday season. Items purchased between October 15 and December 24 can typically be returned through January 15 of the following year. If 30 days from the delivery date extends beyond January 15, the later deadline applies. This extended return window may help if you are buying gifts early in the season. However: Items sold by third-party sellers may be excluded. Final sale merchandise may not qualify. Items must still meet condition requirements. Checking your purchase date and receipt can help ensure your return qualifies under the holiday return policy. Old Navy Kid’s Guarantee As part of their Kid’s Guarantee, Old Navy also offers an extended return policy, allowing you to return most kids' items within one year if you encounter any manufacturing defects. These manufacturing defects include holes, rips, tears, excessive shrinkage, excessive pilling, broken stitches, non-functional buttons, zippers, or other closures. The guarantee applies to girls’ and boys’ clothing and shoes, either bought online or in-store. It does not apply to kids’ accessories such as sunglasses, jewelry, hair accessories, and register lane items. Returns and exchanges are not permitted for damage caused by misuse, accidents, stains, or changes in size. Items with manufacturing defects or due to quality issues can only be returned in-store. The original receipt or shipping confirmation email is required. If eligible, a refund will be issued to your original payment method. How to Return Items at Old Navy Old Navy allows items to be returned online or in-store, depending on where they were bought and if any specifications or limitations are indicated. Below is a guide to returning items in-store or online. In-store returns You can return items bought in-store or online (except for those marked as return by “mail only”) to an Old Navy store near you. But you cannot return or exchange items bought at a Gap store or on Gap.com (or other affiliated companies) to an Old Navy store. Here are the steps for returning items in-store: Use the store locator feature on the Old Navy website to find a store near you. Bring the item in its original condition to the store. Bring along proof of purchase, e.g., a receipt, rewards phone number, or the credit card used for purchase. An Old Navy customer associate will process your return and issue a refund. Online returns According to the Old Navy online return policy, you can return items bought online by mail. However, items bought in-store cannot be returned by mail. To proceed with Old Navy online returns, you should go to the online returns page, provide your order number and zip code to initiate your return request, and choose your preferred return method: Home pick-up: No packaging or printing needed, but an extra fee applies. You'll get a QR code and must schedule a pick-up. Show the driver the QR code when they arrive. Happy Returns drop-off: No packaging or labels needed. Bring your items and QR code to a nearby Happy Returns Bar. Return by mail: Use the free prepaid label provided. Pack your items, attach the label, and drop off at a UPS location. Returns without a receipt Old Navy generally requires proof of purchase for returns. Without a receipt, shipping confirmation email, or the original payment method used, your return may be declined. Accepted proof of purchase may include: store receipt order confirmation email original credit card used gift receipt If your return is approved, refunds are typically issued to the original form of payment. If proof cannot be verified, a refund may not be processed. How Easy Is It to Return Items to Old Navy? You can return items to Old Navy either online or in-store. If returning online, you can opt for a home pick-up, drop off at a Happy Returns location near you, or return by mail. You have 30 days from the date of purchase or delivery to return most items. That said, Old Navy customers report issues when returning items. They particularly complain about not being issued a refund even when they are eligible. Also, Old Navy customer support can sometimes be unhelpful when customers reach out to resolve an issue. What has been your experience returning items to Old Navy? Write a review on PissedConsumer.com to help other customers make smart buying decisions. Share your experience