The Policy Abuse Puzzle: U.K. Consumer Behavior

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Rampant policy abuse is hurting merchants’ profits and customer experiences. In the U.K., over half of consumers admit to wardrobing—returning items after use—with 36% doing so for apparel, 23% for footwear, and 19% for personal electronics. Millennials and Gen Z account for 81% of these abusers. At the same time, 72% of consumers will stop shopping with a brand if return policies become too complex, and more than half will abandon brands that change policies too frequently, highlighting the delicate balance merchants must maintain.

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The Policy Abuse Puzzle: U.K. Consumer Behavior

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