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
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.
Sears will not return 2000.00 for an appliance that was delivered damaged. Did not work. The customer service told me to take sears to court. Then started laughing. Good company with out a doubt!
I would give Sears no stars for returns if possible. I purchased a new air conditioner from them 32 days ago, the machine broke and I was told they would not take it back!!! The salesman told me that all product could be brought back in 90 days. I hope Sears folds, this place is as unethical as they come!!!!
Terrible products, policies, and service
Got a die hard 750 battery jumper as a gift that was broken out of the box. One of the prongs where you plug it in to charge it was snapped off. I was told I could not even exchange it for the same model. They sold a defective product and did nothing to make it right, now I am stuck with a $79 paperweight. Even wal mart has better service. This is the reason Sears is going out of business.
I recently received several items at wedding gifts. Many tools were duplicates of things I already had, so I wanted to exchange them for things I don't have.
At the store, I was told that I could not even exchange these items without a receipt so they could verify they were purchased at Sears.
The products I wanted to return were still in the packaging, never used and I could find all of them on their shelves, but I was still told I couldn't exchange them. Instead, they suggested I start calling friends and family to get their credit card info so they could track down the purchases in their computer.
I am very disappointed in the return/exchange policy and will definitely avoid Sears in the future because of terrible customer service.