Returns & Cancellations
Satisfaction Guaranteed or Your Money Back
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original receipt/email confirmation within 90 days of your purchase, 30 days from the purchase date for Home Electronics, Mattresses, air conditioners, gas powered equipment, jewelry and watches for a refund or exchange. Video Games, CD’s, DVD’s, computer software and sports/toy collectibles must be unopened for a refund or exchange. For other items, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, power tools, scooters over $149.99, specialty occasion clothing, video camera/camcorders, handbags, jewelry and watches, if the original packaging has been opened or tags and/or labels have been removed the items will only be exchanged with an identical item or a substantially similar item of equal value. Replacement products obtained in an exchange transaction will only be exchanged and are not eligible for a refund. Returns and exchanges are not allowed on customized jewelry.
Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant’s profile, which contains their specific return policy, is available via the product page. Please see your merchant’s profile for additional details.
Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears and Kmart does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final.
Where applicable, all refunds will be issued in the same form as the original method of payment. If you are not satisfied with your purchase after this, please let us know. Your satisfaction is important to Sears.
* Restocking/Cancellation Fee Policy (Not applicable in HI)
A 15% restocking fee is charged on Home Electronics returned without the original box, used, and without all of the original product packaging and accessories; Mattresses, built in Home Appliances, and special orders on Hardware, Sporting Goods, Lawn & Garden, and Automotive merchandise. Home Electronics returned in opened boxes may, but need not be, determined to have been used. Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee.
* Kidvantage Wear-Out Guarantee
As a Kidvantage member, if your kid’s clothes or kid’s shoes wear out before they outgrow them, Sears will replace them with an identical item or similar item of equal value in the same size. Your receipt/ email confirmation is required to replace worn-out Lee and Levi’s jeans.
* Craftsman Hand Tool Full Warranty
If any Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement. This warranty gives you specific legal rights and you may have other rights, which vary, from state to state.
* Lands’ End Guaranteed. Period.
If you’re not satisfied with any item, return it to us at any time for an exchange or a refund of its purchase price.
REFUNDS WILL NOT BE GIVEN WITHOUT RECEIPT/EMAIL CONFIRMATION
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries email firstname.lastname@example.org.
Hassle-free Returns & Exchanges
Wrong gift? Doesn’t fit? Whatever the reason, it’s no problem. Depending on the item, online merchandise can be returned in several ways. Here’s how:
Scheduled delivery items
(Appliances, treadmills or big-screen TVs, etc.)
1. 1. By scheduled pick up
2. 2. To any Full-line Sears store*
(UPS, US Postal Service, etc.)
1. 1. By mail
2. 2. To any Full-line Sears store*
To best serve our customers, products may be shipped to you from other Sears Holdings companies or from other retailers. Please be sure to follow the return processes and procedures enclosed on the packing slips with these items. Product shipped from Kmart.com may be returned to any Kmart store.
Except Tires, all shipped items (UPS, US Postal Service etc…), including Parts and Auction merchandise, can be returned by mail using the pack slip provided. Shipping cost will be refunded only if the product was damaged during delivery or if the wrong item was shipped.
Mail-in return limitations: Return Tires to a Sears Auto Center. Use our Store Locator to find a Sears Auto Center near you..
UPS/USPS Shipped Items
Because our automated system processes your order almost immediately after you click the “Process Order” button in Checkout, it not possible to cancel your order before it fulfilled. However, when you receive the shipment, it will contain specific instructions on how to return it for a refund. In addition, home delivery of larger items can be refused, if necessary.
If you make an order that you wish to cancel, you may mail the order back after you have received it or return the merchandise to your local Sears store. If you choose this last option, please be sure to follow the correct steps on returning Sears.com merchandise.
Check your Order Status online
Orders with a status of “Processing” cannot be canceled. When the status changes from Processing to Shipped it means that your order has left Sears distribution facility and is on its way to the carrier regional distribution center. Tracking numbers and other information may not be available until your shipment arrives at the carrier regional center. To contact Customer Service: Send an e-mail to our Customer Order Department or call 1-800-349-4358.
Home Delivered Items
Home delivered orders can be canceled at any time prior to your scheduled delivery date by calling Customer Service at 1-800-732-7747.
Store Pickup Items
Store pickup orders can be canceled at any time prior to actual pickup Call the store you selected for store pickup or customer service at 1-800-349-4358. For store information, link to our Store Locator.
International Shipping Frequently Asked Questions
* What is Return or Exchange in 5?
Return or Exchange in 5 is our newest, quickest return option for items purchased from sears.com or in-store. You can start your Return or Exchange process online and when you get to the store, we guarantee it completed within 5 minutes. If it takes longer than 5 minutes, we will give you a $5 coupon good for your next in-store purchase.
* Can I return or exchange anything in 5?
No, there are some restrictions. You can view item eligibility from the Order Center in your Profile. If you don’t have a Profile, you can check it here.
Please Note: If you paid with cash, a debit card, gift card, eBillMe or have a gift receipt, your refund will be mailed to you in the form of a bank check. Refund amount may be changed due to local taxes or restocking fees. Refunds exclude shipping & handling fees. For complete details, view the Sears Return Policy
* I bought an item from a third-party merchant via Marketplace. Is it Return or Exchange in 5 eligible?
Not right now. If you’re returning an item purchased from Marketplace at Sears.com, you’ll need to view that Seller’s Return Policy, which can be found in your Order Center or on the Seller’s Storefront page.
* If an item is not Return or Exchange in 5 eligible, can I still return or exchange it?
Of course. Return or Exchange in 5 is just a faster version of our regular return and exchange processes. Please read the rest of this page for details on how you can return an item via our regular return process.
* Does this include exchanges?
Yes. You can return or exchange items for products that are available for store pickup at a specific location you willl select during the Return or Exchange in 5 process.
* Can I return or exchange a service plan or other similar options?
Yes, but they are currently not available as standalone items for Return or Exchange in 5. In order to return these types of options, you have to return or exchange the item they are associated with.
* I initiated Return or Exchange in 5, but changed my mind. Can I cancel the process?
Yes, as long as your request has not been processed yet. You will see a cancel link in Details column of your Order Details page. Follow that link to cancel a return.
For more information visit Sears.com
Terrible customer service for return
I purchased 2 dresses and 2 matching shrugs in mid-April 2016, $140.00. I needed to return everything which I tried to do on June 5. The clerk said they couldn't take back the merchandise because it had been more than 30 days, and no merchandise credit, either. Nothing. The only return policy on the receipt stated return requirements differ for each department, check Sears.com. I didn't do that, but assumed I would have at least 60 days. I know, my mistake, I get it. The next day I called the store to speak to a manager to ask if I could at least get a merchandise credit as my fiancé and I need to purchase a new oven, and eventually a washer & dryer. After leaving a message 2 days in a row with no response, I finally spoke to the store manager the third day who said, no, we can’t take anything back after 30 days, and no merchandise credit. I called corporate which redirects to a call center where the robotic response is, no refund or merchandise credit. Nothing. Nada. I’m writing to corporate to vent because I’d expect a form letter back with a robotic response. I’m done with Sears. My fiancé and I do a lot of shopping at Sears because we like the store, it's always neat, and has a great selection. We’re loyal customers. I always tell people how great it is. No more. Now I know first-hand why it’s failing. Oh, how could I forget, we bought a TV there 3 weeks ago for $180.00. I’m done with them!
Return Policy - Terrible
85 year old father, bought sneakers on-line Sears. The shoes in the box were the wrong size for what the box said on it. He never kept any e-mail or receipt just figured he could exchange at the store - especially since he worked there part-time the last 9 years. They could not pull up the purchase, would not let us exchange, or give a gift card for lowest sale price. We decided to donate the sneakers to charity as no one we knew wore the size...and yes I told the clerk this is why Sears is going under.
so ugly customer service in sears
My 22 years in America I never get any kind of customer service like sears. The manager is like more than president in a country.I never shop in sears . This is my first and last.
I ordered several things off line from sears then i got an e-mail saying they canceled my ordered. contacted the company they told me it was just an error to ignore the e-mail. then the next day i get an e-mail saying my money was refuned. contacted the company and they said it was a merchant issue and they could do nothing about it. said if i wanted the could give me a 10% discount. They do not care about there customers all they want is your money! Of course your would want me to still by the item from you because your company winds up wining in the long run if I was to do that. NO THANKS! Will never shop here again! Would give Sears 0 stars if i could!
I went to the Sears in Ocean, NJ in July to return some items ordered online. It was a warm day and the store was HOT because the air conditioner was broken. I had about 20 items to return in the hot store and I was not looking forward to it. At the register, the cashier was so nice and kept the order organized. It took a while because there were so many items, but she made sure every item was checked off on the receipt. She made great small talk and also shared her little desk fan with me. You would think that working all day in a store with no air conditioning in the middle of July would be a nightmare, but at this store it was actually great! I had ordered online because I don't like dealing with people in stores, but I actually like this store now.