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      Call by Phone
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      Services

      Parts Orders & Inquires
      • 1-800-366-7278
      Installation
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      • 1-800-468-4663

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      Customer Service
      Customer Service  >   Policies  >   Return Policy

      Return Policy

      Kmart Store Return Policy

      Our goal is that you are completely satisfied with your purchase. If you need to return merchandise, please note that an original receipt or email confirmation is required for all returns and exchanges.


      Returns and exchanges must be in the original packaging and contain all the original accessories. An ID may be required. Where appropriate, refunds will be issued in the original method of payment with the exception of purchases made by check where refunds will be given as cash.


      • We cannot refund opened music, movies, computer software, video games, or collectibles, but, if defective, they may be exchanged for an identical item.
      • Other items with open packaging and/or labels that have been removed, 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 are not eligible for a refund and are only be eligible for to exchange for an identical item or a substantially similar item of equal value.
      • Items that are damaged, altered or abused after deliver to the customer cannot be returned or exchanged.
      • If you return an item for an exchange, the replacement merchandise that you receive cannot be returned for refund, it is only eligible for exchange.
      • Returns and exchanges are not allowed on any prescription drugs and custom or special orders, including special order jewelry.
      • We reserve the right to limit or decline a refund or exchange.

      Price Adjustments for In-Store Kmart purchases

      Price adjustments will be given on prior in-store Kmart purchases that go on sale within 7 days of purchase. You must bring in your original sales receipt to receive the adjustment. Price adjustments will not be given on holiday, seasonal, or door buster merchandise, or online prices or merchandise that is on clearance.


      The number of days from purchase that you have to return merchandise varies depending upon the item, as follows:


      7 Days 30 Days 90 Days
      Bed frames & Head/Footboards (except adjustable base beds which are not returnable) Air Conditioners
      Consumer Electronics
      Gas Powered Equipment
      Watches & Jewelry
      (except custom jewelry
      which cannot be returned)
      All other merchandise, except what is mentioned in this chart
      Mattresses & Foundations* (Mattresses & Foundations have different terms and conditions. See below)    

      * Mattress & Foundation Return Requirements

      Mattresses and foundations can only be returned within 7 days of the date of purchase with a receipt/email confirmation and in the original unopened factory sealed bag. If the original bag has been opened, the mattress and/or foundation cannot be returned. However, if the mattress or foundation has a manufacturing defect, it can be exchanged for an identical item within 7 days of the date of purchase. Only the defective mattress or foundation can be exchanged, not the complete set. Product must be clean, in sanitary condition, free of tears, burns or stains of any kind with the law tags still attached or the product or the product cannot be returned or exchanged.


      After the relevant time period for exchange or return has passed, the manufacturer’s return policy applies. Call 1-800-434-8438 for automated information on manufacturer’s repair and warranty policies.


      Promotional Offers

      In the event of a return of items purchased in connection with a gift or award card promotion, all or a portion of the card amount may be deducted from any refund or exchange (please note that certain Award Cards may have a date on which they expire, which will be indicated on the face of the card). When returning items in which a free or bonus item was also provided as part of the purchase, the value of the free or bonus item may be deducted from any refund or exchange, unless the free or bonus item is also returned unused. When making a purchase as part of a multiple-buy discount (for example, "buy one get one free") the value of the discount will be pro-rated among all items that are part of the multiple buy. If some but not all of the items that are part of the multiple buy are returned, the refund or exchange amount will be the amount paid for the items returned less the pro-rated discount. Refunds and exchanges may also be reduced if a discount was given at the time of purchase conditioned upon a bundled purchase, and some but not all of the items that were part of the offer are returned. Points earned by a Shop Your Way Member on an item that is returned will be removed from his/her Shop Your Way account. If there are insufficient points in the account to be removed, the refund or exchange amount may be reduced by the value of the points shortfall. See www.shopyourway.com for more details.


       

      Return Policy

      Kmart Store Return Policy

      Our goal is that you are completely satisfied with your purchase. An original receipt/email confirmation is required for all returns and exchanges. The receipt/email confirmation must be dated within 90 days from the purchase date for most items and 30 days from the purchase date for consumer electronics, air conditioners, gas powered equipment, and jewelry and watches. It may be necessary to ask for identification for any return transaction. Returns without a receipt /email confirmation will not be accepted.


      Mattresses and foundations can only be returned within 7 days of the date of purchase with a receipt/email confirmation and in the original unopened factory sealed bag. If the original bag has been opened, the mattress and/or foundation cannot be returned. However, if the mattress or foundation has a manufacturing defect, it can be exchanged for an identical item within 7 days of the date of purchase. Only the defective mattress or foundation can be exchanged, not the complete set. Product must be clean, in sanitary condition, free of tears, burns or stains of any kind with the law tags still attached or the product or the product cannot be returned or exchanged.


      All returns and exchanges must be in the original packaging and contain all the original accessories. We cannot refund opened music, movies, computer software, video games, and collectibles but if defective, they can be exchanged for an identical item. 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 for an identical item or a substantially similar item of equal value. If you return an item for an exchange, the replacement merchandise that you receive cannot be returned for refund, it is only eligible for exchange. Returns and exchanges are not allowed on any prescription drugs and custom or special orders, including special order jewelry. We reserve the right to limit or decline a refund or exchange.


      Refunds will be issued in the original method of payment with the exception of purchases made by check where refunds will be given as cash. After the relevant time period for exchange or return has passed, the manufacturer's return policy applies. Call 1-888-331-4568 for automated information on manufacturer's repair and warranty policies.


      Price adjustments will be given on prior Kmart purchases within 7 days of purchase. You must bring in your original sales receipt to receive the adjustment. Price adjustments will not be given on holiday/seasonal merchandise or merchandise that is on clearance.


      REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT/EMAIL CONFIRMATION


      ONLINE PURCHASES

      Customer service will need to help you with oversized, perishable, damaged or defective items, so please give us a call at 1-888-331-4568, or send an email to prorders@customerservice.kmart.com.


      Shipping Returns

      We now offer the ability to process a return shipping label online. To process your return, simply go to your Profile, select the item you wish to return, and complete a few quick steps. It is that easy.


      There are certain restrictions on items that can be returned. Shipping charges will be deducted from the credit card issued for the items you return.


      Remember, you must include the return receipt in your shipping package. This will ensure the =fastest returns processing time. You will receive your return receipt during this returns process.




      How the 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 Attempts 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 p.m. (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 Kmart 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 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 overwrap. 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.


      For more details, please visit www.ups.com. For packaging assistance, please visit a UPS store.




      How It Works

      The instructions below are designed to expedite the return or your merchandise. Each of the steps below must be followed in order for Kmart to provide you with a satisfactory experience.


      Return by mail


      • Place the item securely in the original package, if possible, keeping jewelry and other items separate
      • Include all paperwork, parts and accessories
      • Fill out the bottom of the packing slip, including the reason for your return, and put it in the package
      • Put the return address label from the packing slip over your original shipping address on the package
      • Insure your package and keep a copy of the tracking number
      • Please don't send C.O.D.-we can't accept it
      • All shipped items can be returned by mail using the packing slip provided

      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.


      Returning to a Kmart Store


      • Place the item securely in the original package, if possible, keeping jewelry and other items separate
      • Include all paperwork, parts and accessories
      • Fill out the bottom of the packing slip, including the reason for your return, and put it in the package
      • Bring your package and packing slip to the Customer Service desk at your nearest Kmart store. Store Finder

      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.


      Contact Customer Service


      • For oversized, perishable, damaged or defective items, including carton damage
      • Have this information handy from your confirmation email:
      • Order number
      • Item number
      • Tracking number
      • Your e-mail address
      • Your phone number
      • 1-888-331-4568.

      Need help? Call 1-888-331-4568 We're here for you around the clock.




      Oversized Item Returns

      We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse." Please note: shipping charges can be expensive for Oversized Items.


      Follow these steps to return an Oversized Item:


      • The item(s) must be unassembled and packaged securely. If possible, please package item(s) in original package.
      • Fill out the bottom of the packing slip, including the reason for your return, and put it in the package.
      • Contact a Customer Service Specialist to receive instructions on arranging for a freight delivery company to pick-up your item(s). Please have your order number available when you call.
      • You must be home at the time of pick-up and the item(s) must be at the door for the freight driver.
      • You can expect a refund in the same form of payment originally used for purchase within 30 business days of our receiving the item(s). You will be refunded the shipping cost if the return is a result of a manufacturer error or our error.

      *Please note: If there is extensive damage to an item upon delivery, call a Kmart.com Customer Service Specialist immediately at 1-888-331-4568


      Customer Service