How to Return or Cancel an Order

Note: Under this Program Sears:

  • Does not accept Exchanges
  • Does not award or except awards in exchange for Shop Your Way points

Get answers and information about:

  • How to Make a Return
  • Additional Information on how to return by UPS
  • Cancelling an Order
  • How to return an item, if item was damaged or wrong item was shipped

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, for a refund (subject to the terms and conditions below). The number of days from purchase that you have to return merchandise varies depending upon the item, as follows:

90 days 60 days 30 days
Air/Inflatable beds Automotive Accessories Air Conditioners
Beauty, Health & Personal Care Items Bathroom Fixtures, Plumbing Accessories & Electrical Components *Consumer Electronics
Bedroom & Bath Items *Fitness, Outdoor & Sporting Goods Items *Floor Care Equipment & Vacuums
Clothing, Footwear & Fashion Accessories, including Costume Jewelry Holiday & Seasonal Items Gas Powered Equipment
Floor & Window Coverings *Lawn & Garden, Patio & Outdoor Living Items *Major Home Appliances (time period for returns of Major Home Appliances runs from date of receipt of merchandise rather than purchase date)
Infant Department Items *Mattresses, Foundations, Bed frames & Head/Footboards (except adjustable base beds which are not returnable) (Mattresses & Foundations have a 60 day Comfort Guarantee with different terms and conditions. See below) Office Supplies
Luggage & Housewares Tools, Paint & Hardware Items Sewing Machines
Non-Seasonal Indoor Home Décor & Furnishings & Indoor Furniture Toys & Games Video Games, Movies, Music, Software, CDs, & DVDs
Small Kitchen Appliances (Except Floor Care) ALL OTHER MERCHANDISE Watches & Fine Jewelry (except customized jewelry which is not returnable or exchangeable)
*Water Treatment, Plumbing & Heating Equipment

Restocking Fee, Special Order Cancellation Fee (Not applicable in Hawaii)

A 15% restocking fee is charged on Consumer Electronics returned without the original box, used, or without all of the original product packaging, accessories and parts; mattresses, foundations, air conditioners, dehumidifiers, water heaters, and built-in Home Appliances. Special orders cancelled later than 24 hours after purchase are subject to a 15% order cancellation fee, including special orders on certain automotive merchandise, including special tires and cargo handler tops. Consumer Electronics returned in opened boxes may be, but need not be, determined to have been used.

ITEMS/CHARGES NOT ELIGIBLE FOR REFUND Opened music, movies, computer software, video games, and collectibles cannot be refunded,

  • If the original packaging has been opened or tags or labels have been removed, 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 cameras/camcorders, handbags, jewelry and watches, these items may not be returned.
  • Items damaged, altered, or abused after delivery to the customer and mattresses or foundations that are damaged, soiled, stained or missing law tags cannot be returned.
  • Delivery, labor and/or installation fees cannot be refunded.
  • Adjustable base beds and customized items, including customized jewelry cannot be returned.

Where appropriate, refunds will be issued in the same form as the original method of payment. We reserve the right to limit or decline a refund

REFUNDS WILL NOT BE GIVEN WITHOUT RECEIPT

In addition to the Return Policy, Craftsman Tools may be covered by product-specific warranties. Customers exchanging ten or more qualifying Craftsman hand tools may be shipped their replacement tools. Find the complete list of Craftsman product warranty statements at: www.craftsman.com/warranty.

HOW TO RETURN ITEMS

How to Make a Return

Hassle-Free Returns
If your item was purchased through this Program, it can ONLY 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. Shipped items can be returned only by: 1. Mail (UPS, US Postal Service, etc.)

Additional Information on how to return by UPS

How the UPS Drop-Off Returns Program Works
After printing the shipping label, you can either tape the label to the box (not the preferred method) or utilize an address pouch that can be found at all shipping locations or with the UPS driver you hand your package to. The address pouch is a see-through protective pouch that adheres to a package and allows you to put the folded shipping label into the pouch. It is your responsibility to get the package to UPS for shipping.

The cost of this service will be the shipping charges only. There are no additional fees associated with this service.

UPS Drop-off Locations
UPS offers numerous options for dropping off a package. All UPS drivers, UPS store employees and UPS customer counter agents can accept properly sealed and labeled packages. You may also take your package to any UPS designated Drop Box location. Packages must fit inside the container and will not be picked up if they are left elsewhere. If you would like more information about Drop Box locations in your area, please visit www.ups.com and select Find Locations.

How the UPS Three Pickup Attempt Policy Works
With this option, a UPS driver carries a preprinted return shipping label when attempting to pick up the return package. UPS will attempt to pick up your package on three separate business days. If you requested this service before 9 PM (Central Time), the first attempt will be made the next business day.

After three failed pickup attempts by UPS, you will need to process another request through the Sears Returns Process system.

UPS charges us an additional $7 for this service. Therefore, the fee for this service will be $7 plus the shipping cost.

Proper Packaging
If you are using a box to ship your return items, make every effort to use a new one. A box loses its original protective qualities over time and may not adequately protect your shipment if it has been previously used. If you must reuse a box, make sure it is rigid enough to withstand shipping and free of punctures, tears, rips and corner damage. Box flaps should be intact. Any old labels or other markings should be removed or covered.

To close a box securely, do not use masking tape, cellophane tape, duct tape, string or paper over wrap. Use strong, thick tape that is two or more inches in width. Apply three strips to both the top and bottom box flaps so that the middle and two edge seams are properly sealed.

Place the shipping label on the top of your package. To prevent confusion, place only one address label on your package and include your return receipt inside. Do not put any labels over edge seams, closures or on top of sealing tape. Remove or cross out old labels or markings on a used box.

HOW TO CANCEL AN ORDER

Cancelling an Order

About Cancelling UPS/USPS Shipped Orders Because our automated system processes your order almost immediately after you click the "Process Order" button in Checkout, it is not possible to cancel your order before it is fulfilled. However, when you receive the shipment, it will contain specific instructions on how to return it for a refund.

If you make an order that you wish to cancel, you may mail the order back after you have received it If you choose this option, please be sure to follow the correct steps on returning Sears.com merchandise.

When the status of an order changes 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.

HOW TO RETURN AN ITEM, IF ITEM WAS DAMAGED OR WRONG ITEM WAS SHIPPED

Shipping cost will be refunded only if the product was damaged during delivery or if the wrong item was shipped. The number of days you have to return is highlighted on chart in sections above.

Contact Sears.com B2B call center (contact information also provided on order emails sent out by Sears) at commercialreturns@customerservice.sears.com or 800-291-1909 (phone #: 6 am – midnight CST 7 days a week) to request an Electronic Return Label.

Your customer service representative will provide you with a UPS return label to mail in your item.

You may have the return label emailed to you or mailed to your home. The emailed UPS label link expires after 10 days. If the link expires before you print the label, you must contact us to request another label.

Follow the instructions provided for repackaging your return and take the package to the nearest UPS store or drop-off location.