How to Return Online & In-Store Purchases

Returning Items Sold by Sears Shop Your Way Members now get 45 days from date of purchase to return most items!  30 days for all delivered/installed products from date of delivery/installation and 30 days from date of purchase for most products for non-members.

Sears Return Policy

Effective with sales starting February 7, 2018

Standard Sears Return Policy
We want you to be satisfied with your purchase.

Returns
Most products can be returned in new condition, with the original packaging (including accessories, manuals and parts) along with your receipt. Please see our terms and conditions below.After the return period, or if the item has been used, the manufacturer’s warranty may apply. See your owner’s manual for specific product details & proper handling.

Refunds
Will be issued in the same form as the original method of payment. With a gift receipt will either be exchanged or refunded in the form of a gift card. May require identification

Sears Return Policy Exceptions and Other Terms

Delivered furniture and Indoor Upholstered furniture – 7 Days to Return:

• Delivered wood furniture and indoor upholstered furniture, including recliners and sofas must be returned within 7 days of purchase.

Certified Cell Phones – 30 Days to Return:

• Certified Cell Phones are not included in the standard Sears return policy.  Certified cell phones are pre-owned items sold with a  30-Day Limited Warranty provided by Certified Cell that covers manufacturer defects.  The Certified Cell Limited Warranty does not cover visible physical damage, defects caused by physical or water damage, or damage due to consumer misuse.  Returns for warranty claims of manufacturer defect must be returned for refund or exchange within 30 days of purchase and accompanied by the original purchase receipt and original zip-lock bag packaging, with barcode labels intact.  Sears must be able to confirm that the phone being returned is the identical phone originally purchased, by validating the IMEI located on the phone SIM tray with the barcode label on the packaging.

Non-Returnable Items:

• Automotive products that are installed are covered under specific product warranties provided in connection with auto services & are listed on the invoice.

• No returns on Valentine, Easter, Halloween and Christmas product after the holiday. Holiday season items purchased after the holiday are final sales and no returns will be accepted.

• Custom and personalized items, including custom jewelry cannot be returned.  Prescription drugs, and gift cards cannot be returned.

• Opened music, movies, software, video games, and collectibles cannot be returned, but if defective, they can be exchanged for an identical item.

• Whole house standby generators

• If you return an item for exchange, the replacement merchandise that you receive cannot be refunded, it is only eligible for exchange.

• Delivery, labor &/or installation fees will not be refunded

Additional Fees (not applicable where prohibited by law, item is defective, or incorrect product was delivered): A
• 15% cancellation fee will be charged on any Special Order Item cancelled more than one day after purchase, but prior to delivery.

• A 15% restocking fee is charged for mattresses, foundations, assembled/upholstered indoor furniture, water heaters and built-in home appliances, and any opened consumer electronics, patio furniture, gazebos, canopies, pergolas, air conditioners, dehumidifiers, space heaters and grills.

• A pick up fee will be charged for our delivery team to pick up the item from its location

Home delivery & installation items return policy exceptions

Damage reporting requirements:

• Carefully examine your purchases upon delivery.  If any visible or functional damage is noticed, delivery should be refused.  By accepting delivery, you are acknowledging that the items have arrived in working order.

• You must report any damage (visual or functional), within 3 days of delivery to be eligible for a return.  If these items are not reported within this time frame, the return will not be accepted.

• If a product arrives damaged or does not work properly when you receive it, we will repair it, replace it or offer a refund. Repair, replacements or refunds are at the discretion of Sears.

Mattress, foundation, bed frames & headboard/footboard return policy

Mattress and Foundations:

Sears is committed to delivering you the right mattress. We believe your sleep and dreams matter. Our return policy for mattresses and foundations gives you the chance to adjust to your new bed. You must use the mattress set for 30 nights before requesting a return or exchange. If after the 30 night adjustment period you are not satisfied, you have between the 31st day and the 180th day after the delivery date to request a one-time comfort return or exchange for a different mattress and foundation of equal or greater value. For our “Best Stuff” mattresses you have until the 365th day to request your return or exchange.  Where permitted by law, a pick up fee will be charged for our delivery team to pick up the mattress or foundation from its location and a 15% usage and processing fee* will apply.


Bedframes and Head/Footboards:

May be returned within 30 days of the delivery date with an original receipt if the product is undamaged & you return all original accessories.

Mattress, foundation, bed frames & headboard/footboard return policy exceptations

Not Returnable Items:

• Adjustable foundations / bases.  Please refer to your manufacturer’s warranty.

• Display mattresses are purchased AS IS with all faults.  The entire risk as to their quality & performance is with the buyer. Display mattresses are not covered by any warranty & they are not eligible for return, price adjustment, exchange or comfort guarantee.  All sales of display mattresses are final.  Should the mattress prove defective following purchase, the buyer & not the manufacturer, distributor, or retailer assumes the entire cost of all necessary servicing or repair.

Marketplace Items

Returns

Sears Marketplace items are sold by third-party businesses (called “Marketplace Sellers”) who sell items via our websites and shopping apps. Seller returns policies may vary. You can view the return policy of the Marketplace Sellers before you purchase an item by viewing the Returns and Refunds Policy section of the Marketplace Sellers profile page. Although the returns policies for these Marketplace Sellers may be different from Sears and Kmart returns policies, most items sold by Marketplace Sellers may be returned in new condition for a refund within 30 days of delivery. Some exclusions apply as certain items are not returnable (see “Non-Returnable Items” below), some item returns are subject to different time limits (see “Time Limits” below) and a restocking fee may apply for some items (see “Fees” below). All Sears Marketplace items MUST be returned directly to the Marketplace Seller and CANNOT be returned to Sears or Kmart (see “Return Processing” below).

Non-Returnable Items

All items are eligible for return per this policy except for the following:

• Apparel or footwear that have labels or tags removed or have been worn

• Any item damaged after delivery, however, the manufacturer’s warranty may apply. See the product literature or visit the manufacturer’s website for specific information and claim handling.

• Custom, built-to-order or personalized items, including jewelry

• “Whole house” standby generators

• Sexual Wellness products

• Holiday products, including but not limited to Valentine’s Day, Easter, Halloween and Christmas which products were purchased after the holiday.

• Electronics, music, movies, software, video games and collectibles that have been opened. However, if the item is defective, it may be exchanged for an identical item.

• Some items that are considered hazardous materials may not be returned.  Please contact Marketplace Seller directly so they can discuss the return with you.  Hazardous items may include batteries, flammable liquids, computer equipment, or certain cosmetics or household goods, in addition to other common products.

Time Limits

Return requests must be submitted within 30 days of delivery except for refurbished Consumer Electronics items which must be submitted within 14 days after the item is received.

Items being returned must be mailed or shipped within 14 days of the date the return was authorized by the Marketplace Seller except for holiday products, including but not limited to Valentine’s Day, Easter, Halloween and Christmas products which must be mailed or shipped prior to the holiday.

After the return period, the item is not eligible for return, however, the manufacturer’s warranty may apply. See the product literature or visit the manufacturer’s website for specific information and claim handling.

Fees

No fees are charged for processing a return or cancellation if the item received is incorrect, defective or where prohibited by law. Fees may be charged in the following circumstances:

• A cancellation fee of up to 15% may be charged if a built-to-order or personalized item is cancelled more than one day after purchase but prior to shipment.

• A restocking fee of up to 15% may be charged for mattresses, foundations, assembled/upholstered indoor furniture,
water heaters and built-in home appliances, and any opened consumer electronics, patio furniture, gazebos, canopies, pergolas, air conditioners, dehumidifiers, space heaters and grills.

• A restocking fee of up to 15% may be charged for the refusal of ordered items delivered via truck that are not damaged (does not apply to a small-package carrier such as UPS, USPS, FedEx Ground).

• A pick-up fee may be charged if a Marketplace Seller arranges for a carrier to pick up the item.

• If an item is normally non-returnable, a Marketplace Seller may, at its sole discretion, choose to accept the return but charge a restocking fee.

Return Processing

All item returns must be requested by the original buyer by contacting the Marketplace Seller prior to returning the item.  The preferred method is via the online order center, but the Marketplace Seller’s customer service email or phone may be used. Once the Marketplace Seller has approved the item for return, the item must be returned directly to the Marketplace Seller in new condition, with the original packaging and any included product manuals, parts and/or accessories along with the order invoice/receipt.

Exchanges

Except where noted above, exchanges are usually not allowed. A Marketplace Seller may choose, at its sole discretion, to allow an item to be exchanged instead of returned as an exception provided that the items being exchanged are the same price.



Returning Items Sold by an eBay Marketplace Seller:

As with other Sears Marketplace items, eBay Marketplace sellers set their own return policies. If there’s a problem with your eBay Marketplace order, contact eBay customer service at (866) 540-3229. They’ll put you in touch with your seller who can help resolve issues and make returns.

Land’s End Purchases

Lands’ End Guaranteed. Period. If you’re not satisfied with any Lands’ End item purchased Online, in the Lands’ End Catalog, at a Lands’ End Inlet, or at a Sears Lands’ End Shop, return it directly to Lands’ End at any time.

Returning Sears Outlets

Sears Outlet stores have a different return policy. Items purchased at Sears Outlet stores can only be returned to the outlet stores.

Returning Sears Parts Direct Items

Sears Parts Direct has a different return policy. For their complete return policy, please visit .

You can process a Parts Direct return at many Sears stores. A Return Authorization is required. You can request this online or go to a store and ask a sales associate for assistance. With a return authorization, you can print a return shipping label or return to a Sears location near you.

We reserve the right to limit or decline a refund or exchange.