Lowe’s Return Policy: Cut Through the Crap…It’s Getting Worse
On the surface, the Lowe’s return policy seems pretty straight forward. But once you dig into it a little bit you realize it has some nuances to it that are worth knowing, especially if you shop at Lowe’s regularly. I originally wrote this article back in 2017, and unfortunately their policy has gotten much worse in recent years, especially with how they handle no-receipt returns and major appliance returns. Let’s break it all down.
How Many Return Days Does Lowe’s Give You?
90 days.
The Lowe’s return policy stipulates that you have 90 days to return items to their store.
What is the Return Policy on Major Appliances?
48 HOURS.
You only have 48 HOURS from time of delivery or pickup to return major appliances.
(NOTE: This is new as of early 2023, it used to be 30 days on appliances.)
So you’ll want to inspect appliances VERY closely upon delivery and refuse delivery if you notice something you don’t like.
If you notice damage after the delivery team leaves, you have 2 days from the time of delivery to call Lowe’s at 1-800-445-6937 to report the damage -OR- any missing parts.
The MAJOR exception to this is appliances returned in original, unopened, undamaged, and factory-sealed packaging, they still have 30 days.
This got me wondering what qualifies as “Factory-Sealed Packaging” on a refrigerator that they take out of the box BEFORE they wheel it into your kitchen.
So I called Lowe’s and was told the following, “If you did not receive the refrigerator in a box, then you are not required to return it in a box. Do not worry about that. This only affects customers who throw the packaging away.”
This leads me to believe that they’re talking about small appliances that you bring home yourself. Things like a microwave, small refrigerator, or a mixer that come in a box when you buy them and bring them home. You have 30 days to return these items as long as you don’t open them.
Let me know in the comments if you’ve had a different experience on this new twist in their return policy.
PRO TIP: CONSIDER LOWE’S CREDIT CARD FOR APPLIANCE PURCHASE
If you’ve read any of my articles on here, you know I’m not a big fan of store credit cards as the APR is astronomical and the terms typically suck. The one big exception is with the MyLowe’s Rewards credit card. If you open a new credit card, not only will you get 20% off your first purchase, but you’ll get a 30 day return policy on major appliances.
See Also: Employees Tell Me 9 Clever Ways to Save at Lowe’s
Do You Need Your Receipt to Make a Return?
Yes.
This is where their return policy started changing FOR THE WORSE in mid-2023.
In the past, if you didn’t have your receipt, Lowe’s would attempt to use your credit card, MyLowe’s card, or phone number to find your order details and issue store credit.
Those days appear to be LONG GONE as I’ve personally had them refuse my return twice when I didn’t have my receipt and they couldn’t find my order.
The last time I tried this type of return they would NOT even attempt to look up my order and I was told that their return policy regarding no-receipt returns is changing and rolling out to all stores by early-2024.
I was told that they were getting hit hard by scammers trying to return stolen merchandise, or used products well past 90 days, and they have changed their return policy because of this.
It’s too bad that a small percentage of returners have ruined their once useful policy for the rest of us.
Note: As of January 2024, from talking to many Lowe’s shoppers, this new policy is still being rolled out nationwide and some stores still have the old return policy posted but are adhering to the “new” policy and not allowing ANY returns without a receipt.
Let me know in the comments if your local Lowe’s is adhering to the old or new policy regarding this issue.
PRO TIP: ALWAYS GET RECEIPT EMAILED TO YOU
When checking out, always opt to get a printed receipt and one sent to your email. Then create a “Lowe’s” folder in your email account and drag all your receipts into it so you can quickly retrieve a receipt when you need it.
See Also: Home Depot Return Policy: It’s Now Clearly Better Than Lowe’s
What If You Paid with Cash or a Check?
You will DEFINITELY need your receipt to get a refund or exchange if you use cash or a personal check.
The days of Lowe’s looking up your purchase with your phone number, or Lowe’s account, are long gone it appears.
Obviously this only applies to in-store purchases.
Are There Other Exceptions to the 90 Days?
Yes, there are quite a few exceptions and here they are…
Winter/Holiday Seasonal Items – Must be returned by December 31st of the same holiday season.
TVs and Electronics – 30 days. Does Lowe’s actually sell TVs?
Outdoor Power Equipment – 30 days.
Trailers – 30 days.
Air Conditioners and Evaporative Coolers – 30 days.
Water Heaters – 30 days.
Paint – 30 days.
Plants – 365 days. More on this below.
FYI: You can only return trailers to a Lowe’s store in the same state that you bought it.
Can I Return Used Outdoor Power Equipment?
If you bought a lawn mower, chain saw, weed eater, blower, pretty much anything that takes gasoline, I was told by a manager that you can return it within 30 days.
But you MUST drain all the gas from it before you bring it back and you MUST have the receipt.
What About Online Purchases?
The same 90-day return policy exists on purchases made via Lowes.com.
Most items bought online come with a prepaid shipping label which is WAY cool.
Just repackage the item with the original box, manual, and parts and send it back at no charge.
Or even easier, return the item to your local Lowe’s store if you have one in your area.
Unfortunately, when you return an item via the mail you’re out the original shipping charges (if any).
See Also: Lowe’s Employee Discount: What Is It? How Do I Get It?
Can You Return Items Bought In-Store via the Mail?
If taking items back to the store is not convenient, you can indeed return items via mail.
Because you won’t have a prepaid shipping label, you’ll have to call Lowe’s directly at 1-800-445-6937 to initiate the return process.
What About Defects That Happen After 90 Days?
You just might be eligible for some relief if your product/appliance has a manufacturer defect after your 90 day return window expires.
Just call Lowe’s at 1-888-77-LOWES to schedule a factory-certified service appointment.
If the repair is covered by the manufacturer’s warranty you won’t be charged a cent.
What’s the Return Policy on Plants?
1 year from date of purchase.
This 1-year “plant guarantee” does not include annuals or clearance plants.
Just bring the dead plant back along with your receipt and you’ll get your money back.
If you still have the plant’s original container bring that back too, it will make the return process much easier.
PRO TIP: CLEVER “RECEIPT HACK” WHEN BUYING PLANTS
When buying plants from Lowe’s, keep your receipt in a save place. When buying indoor plants, my favorite tip is to put it in a Ziploc bag and tape it to the bottom of the container so you’ll never lose it.
Gift Cards…Can You Return Them?
The only way you can return a lost or stolen gift card is by presenting the original receipt.
Once presented, Lowe’s will reissue a new gift card for the remaining balance.
4 Lowe’s Return Policy Insider Hacks:
Here are some insider tips and hacks to make their return policy work best for you.
1. Return Item When Competitor has Lower Price?
If you notice that a local competitor like Home Depot or Ace Hardware has the item you bought at a lower price, you can get a price-match without returning the item. Just bring in proof of the lower price and you’ll get cash back for the difference PLUS an extra 10%.
2. Double Dip Your Savings with Store Credit (Not a Return)
Shop online at Lowe’s.com, but first use my favorite cashback site TopCashBack as they’ll give you 5% back on your Lowe’s online purchase.
When you’re checking out online, choose “store pickup” then stop by your local Lowe’s and pick-up your order.
Next, walk around the store for a few minutes, then return to the customer service desk and ask for “store credit” as you changed your mind on the purchase.
Result? You’ll still score the 5% cashback and have store credit to use on your next purchase. Rinse and repeat.
3. Lowe’s vs. The Home Depot
Whose return policy is better?
From talking to store employees, it seems to come down to individual store managers and how they handle returns.
Some managers (at both retailers) are very willing to bend over backwards to keep the customer happy and accept a return on darn near any product, regardless of age or condition.
The takeaway here is to get familiar with both retailers in your area and figure out which store is more lenient on returns (ESPECIALLY RETURNS WITHOUT A RECEIPT) and take your business there.
4. Pay Attention When They Scan Your Stuff
When you’re checking out and have multiple items that are only slightly different (color, size, etc) make sure they scan each item individually.
If they try and take a shortcut and scan the same item repeatedly, thinking they’re all the same, it will be VERY difficult to try and return any of the items as the SKU won’t be on your receipt.
Ask the Reader: Do you have any tips to make the Lowe’s return policy even more useful? Let me know in the comments section below.
By Kyle James
I started Rather-Be-Shopping.com in 2000 and have become a consumer expert and advocate writing about out-of-the-box ways to save at stores like Amazon, Walmart, Target and Costco to name a few. I’ve been featured on FOX News, Good Morning America, and the NY Times talking about my savings tips. (Learn more)
This is BAD INFORNATION. The return for major appliances is now 48 hours. They don’t tell you and it is NOT POSTED. A friend just found this out the hard way. I will NEVER buy from Lowes again.
Agreed, I walked away from a laundry set because of the 48 hours, but you can get 30 days if you apply and use a Lowes credit card or become 4Pro member.
I am in the exactly same situation with your friend! I found that I bought the wrong sized item 26 days after delivery and could not return it online! Trying to call them tomorrow…
That what happen to me i bought a washer from lowes online No return warning about 48 hrs return policy my washer malfunction after 3 weeks call the CS of lowes and been informed that the return policy is closed because the 48 hrs after delivery. Take note they never attached that to the receipt which then need to so the customer knows about that return policy . So what happen to your friend issue did he got refunded?
Lowe’s just tricked me as well with hidden 48hrs return policy. It was not posted in item description, check out process or my receipt. Now I’m stuck with a $350 items that I do not like. I will never shop at Lowe’s ever again. Same item at Amazon has 30 day return policy, which is clearly stated in the item description section
Yeah, I was hornswoggled by Lowe’s too when I wasn’t informed about the sneaky 48 hour policy. I got an $800 GE dishwasher that was defective — makes thumping noises, has loose parts inside and left my (washed) dishes coated in soap. Lowe’s just told me to take a hike and call GE to try to get them to authorize a return. Lowe’s sold me a BROKEN appliance and won’t make good on it.
I’m here at Lowe’s to return for breakers on a job I’ve been doing for over a month for extra breakers didn’t need I unopened package and says that he can’t return that’s what items after they’ve been purchased it’s 8:50 Thursday night this February 23 just right over the return policy and I guess the customer service rep or manager lied straight to a customer’s face I’ve been coming to the stores for over 20 years and right off of rip I’m didn’t attempt to return them for me guess I’m going to the home Depot from now on
MAJOR WARNING BEFORE BUYING ANYTHING ONLINE THROUGH LOWES.COM
I say this for the reason that I ordered some rugs online through Lowe’s, researched everything I could to make sure I could return the rugs at the store and not be penalized in some way. After spending over 30 minutes reading through everything I could find about returns online, I ordered about 6 rugs since it’s very hard to tell if colors are true or if it’s a good quality rug, etc.
Upon trying to return 4 of these rugs to the store, I was informed they were “SPECIAL ORDERS” and there would be a 20% restocking fee. So the touted “Easy Returns” was now going to cost me $80 for Lowes having set up their website poorly, and without warning me before I press “Pay Now” that certain items on my order are considered “Special Order” items and I will be responsible for a 20% restocking fee.
Descriptions of 3rd Party items are considered “Special Order” still is very vague since there is nothing online that lets me know these items come from an “outside source”.
I’m still trying to get Lowe’s to step up and just do the right thing, but currently am feeling that as much as they talk about their Customers being so important to them, it’s evident we’re not – only when it’s convenient to them.
Lowe’s needs to “man up” and set up their website and state CLEARLY what you’ll be charged restocking fees, instead of hiding behind extremely vague descriptions leaving their Customers having to guess if an item is safe to order or not… I shouldn’t have to click through 5 levels to know if something is returnable or not.
That’s all…. I just don’t want others to accidentally order items that they’ll have issues returning without being penalized 20% of what it cost. I wish I could give advice as to what to do to not get caught in this web of confusion and frustration… but after spending over 2 hours on the phone trying to get someone to “hear” what I’m saying, I’m still left feeling “slapped” for their poorly done website.
Wish I still felt good about shopping at Lowe’s, but I don’t am may never go back – as petty as that sounds – seems my only thing I’m left with.
Same thing happened to me with lamps. Want over $200 to return 6 lamps. I think it’s absolute insanity! Nothing to describe what qualifies as special order. Up to the discretion of the manager. What’s worse is the girl at the return desk couldn’t even figure out how to charge for the 20%.
Same thing happened when I bought faucets for remodeling my house not knowing which color was going to work.
I took one back that didn’t have a box and they said, It doesn’t have a box so we can’t give you a full refund but we can return it for 20% restocking fee.
I thought that was ridiculous so I took it back home and ordered more faucets hoping that one of them would work, and I could use the box for the one I kept to return the one I didn’t want. Since they were all the same brand.
So I went to return the faucets that I just ordered bc they didn’t work either and they told me that there’s a 20% restocking Fee and they were in their boxes.
I also took the one that didn’t have a box back willing to except the 20% restocking fee because it didn’t have a box but… instead this time, she tells me that I can’t return the one without a box at all and that the two in the boxes would have a 20% restocking fee.
The customer service person argued with me that she told me what she did before and when I asked for a manager, the manager also said that they could not be returned without a 20% restocking fee. I will never shop at Lowe’s again and we are considering canceling both of our credit card accounts with Lowes.
For all the same reasons that’s already stated there’s no disclosure upfront that there’s going to be a 20% restocking fee if your order is a special order. In fact, I made my order at the pro service desk because my app wasn’t working at the time and they did not disclose that there might be or would be a 20% restocking fee. So I just lost $90 so that I didn’t have to eat $450.
I am going through a similar situation. Bought a $450 rug on line it doesn’t fit the room lowes wants me to bring it into the store to return it but its 12 × 15 won’t fit in my little car. I offered to pay return shipping they said no since it was a 3rd party item
Don’t buy from Lowe’s. The return policy of 48 hours is not communicated when the appliance is sold and terrible as customer service. If they can’t guarantee the product for more then two days then I will never buy from them again.
I AGREE, READ MY POST. I had the same problem.
I tried to return some unused lumber at the renton Washington location but was denied.
I admit I didn’t have a receipt but the store refused to investigate and search for a receipt using my phone number, the bank card I may have used was canceled and they refused to look that up as well.
as I stood in line at the customer service line all 5 customers in front of me were denied returns as well.
lowes wants your money and refuses to return products that are unusable that were purchased with flaws already.
I will never shop at lowes again either.
Lowes “special order” items are not clearly identified at time of purchase. In my experience, at no time was I alerted that my purchase was in fact a special order, or would be subject to a fee. Even their explanation online of when this fee is applicable is vague. I don’t think it is intentional, as in the past I have had great experience with Lowes and used them for 90 percent of my box store purchases. Until they sort this out though, I am Home Depot all the way. I have never had any trouble returning anything bought off the Home Depot website, and even had them make a situation right that they really were not obligated to. They appreciate their customers.
The Eugene, Oregon Lowe’s really sucks on returns, I guess I gotta pay with debit cards for now on but a lot of times on side jobs I’ll use cash, Anyway I tried to return a chainsaw chain still in the unopened package and a pressure washer nozzle still in unopened package that I purchased less then two weeks prior while I was working on a job in Albany, So I did by it at the Albany store which I assumed was not a problem according to the return policy on their website?
But they didn’t even bother asking where I bought it or anything first they said they won’t take anything back without a receipt so I asked if I could get store credit to get something else I need but they had to ask the manager then they come back and say some items they can and some they can’t and both of my items where on the CAN’T list.
But for some reason I really felt like they were purposely giving me the run around, According to their website there are only a very few items not eligible to return for store credit and guess what chainsaw chain and pressure washer nozzle definitely weren’t them, I couldn’t shake the feeling that they were were just discriminating against me or profiling or something because I happen to have a lot of Tattoos cause Tattoo artist is my night job and construction by day, And you might think in this Day in age folks maybe don’t stereotype other folks with ink work as all being of a criminal mentality.
I guess It has changed a lot in California, 30 years ago I’d get all the jobs I bid with long sleeves on and none of the jobs I’d bid with short sleeves on, but in the last 15-20 years or so people in Cali. have become more open minded as Tattoos have become more mainstream with several different reality TV shows and what not, And with new younger generations becoming homeowners, Anyway oh my bad!
Apologies for rambling on about that but I do know a thing or two when it comes to the subject of discrimination and that’s how it felt to me just like it did over 30 years ago in Calif. Where sometimes I literally would use skin toned colored make up to hide the tattoos so I could pick up a much needed job.
And after the jobs where over and the people actually talked to me and got to know me and the quality of my work then it was different, I’d always get referral bids, And People would always tell me the same thing that the friend that referred me told them ”
Okay Now when you first see him he’s gonna look like this big scary tattooed guy but he’s really one of the nicest people you’ll meet and his work is just amazing”
Anyway Lowes lost all my business after this, maybe it isn’t discrimination at all cause I actually talked to several other folks that had the same experience so they might just be a bunch of A*%holes at Lowes Home Depot in Eugene on the other hand was the exact opposite experience as Lowes so that’s where I’ll be spending my money! The whole experience was just an insult to my intelligence!
I am about to go to Lowes where I bought an outdoor surveillance camera via credit card. I have the receipt that says I paid for it with credit card.
However, I am going to tell the customer service worker that since that purchase I have lost or my card was stolen so that card is no longer active. So what choices do I have??? Cash or gift card, maybe????? I’ll be back soon to let you know how it turned out.
I am livid about this 48 hour return policy. We bought a refrigerator for our garage. Three days later it quit working. I will never shop there again. Now we have to go through the manufacturer. Shame on you we never saw it posted because it isn’t. What exec came up with that decision? I think some heads should roll.
I JUST bought a washer and dryer. I figured after three days of problems with the washer I could at least return or exchange it. I thought it was a regular washer but it turned out to be a high efficiency (AKA every kind of problem you can think of) washer. The water doesn’t cover the clothes, the lid locks on you, the large loads always go off balance (you better have a bucket ready) AND it take a full HOUR to do one load. PLUS you better watch the loads for any other problem because if you are in the other room, you won’t catch it. Once you start a load you are locked out unless you cancel the whole process. And the only way you can get more water in there is to set it on DEEP load or bulky, which fills it clean up. Again, get a bucket. And this is a top of the line Whirlpool washer I’ve got. Three days later I find out I only had 48 hours to return it.
Same with the Maytag washer I just bought 🤬 Used the max water and bulky setting it took an hour and 45 minutes to wash…1 full size bed spread and 2 sheets….and they still had some soap residue on them…washer was just delivered a week ago today…I’m livid to learn about the 48 hr return ‼
Both Lowe’s and Home Depot now have this ridiculous 48 hour return policy on major appliances. Best Buy has lowered their return window to only 15 days, unless you get their tech thingy.
It’s time to rein in corporations, with their well hidden before purchase punitive return policies, forced arbitration and removal of any guarantees on their products. Wish I had an address in Canada and could smuggle the appliances to my home in TX – if you’re in the US, you’re getting fleeced by them..
I was delivered my Allen Roth vanity with top. I received it on Friday. We open the box and the vanity stone top is broken, Who do I talk to or do I have to go to the store. The store told me they would pick-it up Saturday, but nobody showed-up.
I purchased a microwave on May 12th from Lowes. On June 6th, I. saw the exact microwave for $40 cheaper at Lowes. I used my Lowes credit card and had already paid it in full. Since it was purchased, in store, I had to return it to the store for the price adjustment. I had figured it would be $40 plus tax that I would receive.
The Lowes employee had to call a manager to the front because she didn’t know how to make a price adjustment. The manager offered me $23 and said is that alright? He had figured the adjustment from the Cr. card price down to the original. I asked for the 5% off because I would have used my cr. card to purchase it with the lower price also.
The employee said we don’t stack coupons!! The manager said they don’t usually do that because their return policy is 48 hours. This was NOT a return, nor a coupon. It was a price adjustment!! He finally returned $44 to my credit card and said they would not do that again.
I came home and checked Lowes policy and it says 30 days for a price adjustment, which I was within that 30 day window. Home Depot has a 90 day price adjustment. Just saying.
I HATE LOWES! They sold me a refrigerator May 9 to be delivered May25 then changed to June 8, then June 14 and now June 22.
I have called and went out there come to find out the refrigerator they sold me no longer exist yet they still have it posted on the website for sale!
I had cash they wouldn’t match the online price of their own refrigerator in store said only way I could buy it for the online price is buying gift cards in order to purchase it online for the 300 difference so they sold me 600 worth of gift cards I used my credit card for the remaining because I was hesitant.
Now the frig doesn’t exist I’m getting bills on my Lowe’s credit card for a product that I don’t even have and they want to refund me 600 in gift cards.
I’m So MAD AT LOWES I will never as long as I live shop their again!! Going again tomorrow to meet store mgr if nothing is resolved taking it to the district manager next. Gainesville LOWES Skelton Road Customers Beware!!
I’ve rarely brought back an item without a receipt from Lowe’s but, I received a gift from my mom of a kitchen faucet and decided to exchange it for a black one instead of stainless.
But, didn’t want to hurt her feelings ,asking for a receipt. The store won’t return it and have never experienced this at Lowe’s or Home Depot and there is no stipulation on faucets in their return policy???