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 email@example.com.
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
Rude personal Poor Exchange Policy
Customer service is very poor at Hilltop mall in Richmond,CA. They are understaffed, spend too much time pushing their point program and applying for credit. They have a one line set up but allow people to walk up to check out out of turn. After you Wait 30 minutes you get a rude clerk. I spent $255 dollars. Bought my husband pants and shirts. One pants I bought a 34 waist instead of 32. I asked to exchange but was told I was 3 days over the 30 day limit. I had the receipt and all tags were on the pants. It would have been an even exchange. She was so snippy, its on the receipt. Receipt says returns not exchange. I understand store policy but rudeness and customers being allowed to cut while others wait in a one line set up is not acceptable. I have always enjoyed shopping at Sears but not anymore. A lifetime patron is giving her money to another store.
Received a Christmas gift 2 pair of jeans for my 4 and 6 years old . Tried to exchange and they refused without a receipt. I will never shop there, cashier was rude. Worst costumer service in Valencia California.
the worst manager/sears should closed down
Hi to hopefully a manager, or customer service, because I was at your sears store located in San Jose CA, Eastridge Mall, Let me tell you I’m pregnant to begin with, My mother got my daughter a dress for Christmas 2 sizes small, I wanted to exchange for the same item just bigger size,
The lady was so Rude, she was the worst person ever, she also was the manager, She used profanity, said its f****ing policy, I was like no way did she just us that language, I have ask my mom to cancel her Sears Credit card, never to shop their I will NEVER shop their I also let friends and Co-Workers know the way I was treated and their exchange policy nowhere does it even state the policy, I hope they close all sears down, Told my mother please return it and don't buy anything from their Ever, she also is closing her Sears credit card,
MY DAY WILL COME TOMMORROW
I SHALL SEE IF THEY ACCEPT MY RETURN 8/8/2016 I AM SEEING ALL THIS STUFF ABOUT NO RETURN POLICY AND I AM ONE TO SAW AND STAND UP AND FIGHT AGAINST A POLICY AND I SHALL SEE 8/8
WILL SEARS FOLD??
WILL I FOLD ??
No Wonder Sears is Dying!
Purchased a watch as a Father's day gift (April, 2016) Father opened it in June but the band it too tight. As of June 30, 2016 they will not accept it for return or exchange. It's a $40 watch....not a big deal in cash but HORRIBLE policy! We have receipt, box, never worn or anything. Terrible customer service.