Understanding retailer return policies is crucial for consumers. Since these businesses aim to please customers, they often implement flexible return options. But there’s a catch: the challenge lies in distinguishing between genuine returns and unfair exploitation of the system.
Take Amazon, for instance. They frequently allow refunds without needing the product returned. However, they keep an eye on frequent returners, even banning some shoppers who take advantage of this system.
The scale of returned items is staggering, with projections indicating returns might hit $890 billion in 2024, as reported by the National Retail Federation alongside Happy Returns, a branch of UPS. Expect about 16.9% of all sales in 2024 to be returned.
Still, shoppers overwhelmingly prefer generous return offers from retailers.
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According to recent findings, 76% of shoppers prioritize free returns when choosing where to spend their money, and if a return experience is negative, 67% won’t return to that retailer. An impressive 84% are more inclined to purchase from retailers offering no-label, hassle-free returns and instant refunds.
Understanding this need for accessible return options, many retailers opted for consumer-friendly return policies. However, Lowe’s and Home Depot, traditionally good in this area, recently surprised customers with tightened restrictions on certain products.
New Return Restrictions at Home Depot and Lowe’s
Typically, when investing in expensive items, shoppers expect a considerable time frame to test functionality. And after their grace period, they usually count on at least a year of protection under a manufacturer’s warranty.
However, both Home Depot (HD) and Lowe’s have altered their return terms, cutting back the expected 30-day return window.
Home Depot, for example, enforces a 48-hour return policy for specific major appliances, as noted on their website:
Appliance Return Policy at Home Depot:
“For any major appliances (like refrigerators, washers, dryers, ranges, dishwashers, and some microwaves) that appear damaged or faulty, contact the Customer Solutions team at 1-800-455-3869 within 48 hours (excluding weekends).”
This shortened return period may reflect a strategy to shift responsibility onto the appliance manufacturers. Shoppers often don’t complete warranty processes within such a brief time frame.
Additionally, some items at Home Depot only allow a mere 7-day return window. This includes products like dehumidifiers, pressure washers, air conditioners, and generators, all of which must be in their original packaging and unused.
This policy rolled out on June 16, applying both the “unused” and “sealed” stipulations, meaning that if a customer unwraps a product to discover it’s defective, the manufacturer handles returns, not the retailer.
Looking Toward Competitors:
- Well-known Mexican chain is shutting down all locations, without filing for bankruptcy
- A longtime competitor of Home Depot is closing its doors after 120 years
- Amazon announces a tough policy change in response to particular customer trends
Lowe’s provides a somewhat similar return policy, which mandates:
The 48-Hour Return Rule at Lowe’s:
- Major appliances
- Air conditioning systems and coolers
- Paint sprayers
- Generators, pressure washers, chainsaws, and pole saws
- All-terrain vehicles, golf carts, go-karts, and motorized bicycles
This leaves both Lowe’s and Home Depot with restrictive options for these purchases unless shoppers identify issues almost immediately.
Best Buy and Amazon May Attract Appliance Buyers
Some critics might claim Home Depot and Lowe’s merely transfer liability to the manufacturers. This can leave customers struggling to establish contact afterward — an ordeal for those hoping to solve appliance issues.
This time frame could also substantially influence the sales of additional service warranties—a product type favoring the stores rather than consumers.
Meanwhile, they’re in stiff competition with alternative appliance sellers.
For instance, Best Buy offers a 14 or 15-day return policy for most products, with additional time for My Best Buy Plus and My Best Buy Total members, allowing about 60 days for anything that doesn’t need activation.
On the other hand, Amazon maintains a more flexible return policy where the common return window is at least 30 days.
“At Amazon, we strive to smooth out your shopping journey. While we know sometimes items might not fully meet your expectations or your needs drastically shift, our return process has been designed to be both easy and user-friendly,” the company states on its site.
FAQs on Appliance Returns:
- Home Depot has just 48 hours for returning significant appliances, including items like refrigerators and they must be in original condition; report issues by calling 1-800-455-3869.
- Lowe’s also requires major appliances and selected products like pressure washers and generators to be returned within 48 hours for refunds or exchanges.
- Best Buy permits a standard 15-day return duration for most products, 60 days for members of My Best Buy Plus or My Best Buy Total.
- Amazon typically provides 30 days for appliance returns, supporting both refunds and exchanges for items that are unused and original.
Related Insight: Home Depot maintains an unexpected edge over Lowe’s that delights shoppers
