ReBound research: Black Friday 2025 sales trigger busiest week of the year for customer returns
Last year, the opening week of December saw the highest volume of UK customer returns on record, with an 80% rise in items sent back after the Black Friday period. Research from ReBound Returns shows that the first days of this December are following a similar pattern.
Black Friday on 28th November saw a record of 11.9 million transactions, according to Nationwide. ReBound notes that, although shoppers make the most of Black Friday and Cyber Monday offers, a sizeable share of items are later returned. Earlier findings from ReBound, based on a YouGov survey of 2,000 consumers in October 2024, indicate that roughly one in three shoppers send back purchases made during these events.
In 2024, returns peaked on Monday 2nd December, coinciding with Cyber Monday. Many Black Friday deals were available earlier in the week, allowing orders to arrive and be returned quickly. Early data for 2025 shows a similar surge on Monday 1st December.
A second spike occurred in early January 2025, with returns rising 59% on average, reflecting the impact of Christmas and Boxing Day purchases.
“Black Friday deals and holiday shopping drive larger baskets, but not every item is kept,” said Brian Cotter, Head of Customer Experience at ReBound Returns.
“Shoppers decide quickly which items to return, often sending them back within days. For retailers, the challenge lies in quickly inspecting and processing returns for resale. A high volume of uninspected returns can sit in warehouses, off the shelves and out of circulation, resulting in lost sales opportunities during the critical countdown to Christmas.”
2025 RTIH INNOVATION AWARDS
Online returns were a key focus area at the 2025 RTIH Innovation Awards.
We received a record number of entries and many fantastic examples of the continued resilience and dynamism of the retail space during hugely challenging times.
For a full rundown of all of the shortlisted entries, click here.
Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC in Central London on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.
In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”
“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”
He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”
Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.
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