La política de devoluciones: percepción del mercado en el caso de Ciudad Juárez.

The consumer has rights at the time of acquiring an item, but does not know it regularly, does not understand or is ill-informed. In that case, a nasty experience of this kind affects the consumer's confidence in the company. Studies on the law that covers a return has been a little tackled issue in marketing. The objective of the work was to determine the level of knowledge and perception of consumers about the returns policies when acquiring a product and the problems in that process. The research was exploratory, descriptive, non-experimental and quantitative with survey technique. Results, there is ignorance of return policies and according to perception they are assessed from regular too bad. Concludes, consumers hold companies responsible for not reporting openly on return policies and consider important the role of companies in the exercise of good practices in market transactions. [ABSTRACT FROM AUTHOR]