Sears Canada Inc. Return Policy
Effective May 4th 2009
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase with your receipt for an exchange or refund within 90 days when purchased on your Sears Card, Sears® MasterCard® or Sears Gift Card.
Items purchased with any other method may be exchanged or refunded within 30 days.
See Exceptions and Exclusions listed below.
- A Store credit will be issued at the lowest selling price for retail returns without a receipt.
- Catalogue purchases cannot be returned without a receipt or proof of purchase.
- All returned products must be in new and unused condition (including all accessories, packaging, instructions etc).
- Damages on home delivered products must be reported within 24 hours of delivery.
- Exchange only on retail clearance priced merchandise within 10 days. No further price adjustments. Applicable warranties still apply. Some exceptions may apply.
- Items returned with a Gift receipt are exchange only. If we do not have the item to replace you will receive a merchandise store credit.
Exceptions and Exclusions
Details of the Exceptions and Exclusions:
Furniture, including mattresses (excludes crib mattresses)
Non-custom furniture purchases may be returned within 30 days of delivery for refund (subject to a 20% restocking fee). The restocking fee may be waived for exchanges.
Custom furniture orders can be cancelled within 48 hours of order placement without cancellation fee. After 48 hours and before delivery, a 20% cancellation fee will be charged. Once delivered, custom furniture may not be returned.
Mattress guarantee (excludes crib mattresses)
At Sears we recognize the importance of a good night's sleep. To help you accomplish this we recommend you take a minimum of 30 nights as an adjustment period for your body to get used to the comfort and support of your new sleep set. If after 30 nights and within 60 nights of your delivery you feel that your bed is not as comfortable as you expected, let us know and we will be happy to arrange ONE selection exchange for you.
Major appliances, outdoor power equipment, seasonal products and fitness equipment
Within 30 days of receipt of product, items may be returned provided that they are in new and unused condition, with all original accessories, packaging, instructions etc. A restocking fee of 20% will be charged on returned product that is not in the original packaging. The restocking fee may be waived for exchanges. No returns on installed product which has not been installed by a Sears technician.
Computers, electronics, electronic games, electronic consoles and health/home care products
Within 15 days of purchase, items may be returned providing that they are in new and unused condition, with all original packaging, accessories, instructions, etc. A restocking fee of 20% will be charged on returned product that is not in the original packaging. The restocking fee may be waived for exchanges.
For video games, software, CDs, DVDs and ink cartridges, returns will be accepted only if items are unopened. In the event of a manufacturing defect, we will gladly exchange it for the identical item.
Fine jewellery and watches
Fine jewellery and watches will only be accepted for return with a receipt and in the original packaging with all warranty cards and instructions included. Items may also be sent for authentication before the refund is issued.
Outlet/Liquidation Store
No returns or refunds
Sears Outlet website / Outlet.ca
A receipt or proof of purchase is required for Merchandise purchased on the sears.ca outlet site. Purchases must be returned within 10 days of delivery / pickup of order providing that they are in new and unused condition, with all original packaging, accessories, instructions, etc.
The following items are excluded from this refund policy and will not be accepted for refund or exchange:
- Collectible merchandise
- Personalized jewellery, as well as pierced earrings and toe rings
- Monogrammed, engraved, personalized or altered items
- Footwear that is worn or scuffed
- Selected women's, children's and men's apparel where the cord and seal tag has been removed
- Female swim wear if the hygienic strip is missing and the original tags removed
- Undergarments and hosiery out of its original packaging or with the original tags removed
- Health care products, pillows, pillow protectors and mattress pads out of its original packaging
- Made to measure window coverings, blinds and rugs
- Home installed products
- Perishable food products
- Vitamins and health supplements
- Due to the nature of some seasonal events (e.g. Easter, Halloween, Christmas, etc.) returns will not be permitted after the event date.
- Gift cards
- Any merchandise that has possibly been contaminated with any substance that may pose a health risk
- Multi-tender purchase returns will be refunded to gift card only.
Please note these returns handling guidelines:
- Only merchandise purchased at Sears Canada will be accepted
- Returns will only be credited back to the original tender type (debit transactions will be returned as cash)
- All returned parts that have been ordered from our Parts and Service department will be subject to a 20% restocking fee
- Merchandise that must be picked up by Sears for return will be subject to a pickup charge
- Floor model items that are damaged in delivery may be returned for refund (no exchanges)
- Where a Sears Gift Card cannot be issued, a credit to your credit card or a cheque will be issued
- For refunds and exchanges, we may ask that you provide us with your name, address and telephone number for fraud prevention and audit purposes. Valid photo ID may be required to confirm this information. This information is collected, used and retained in accordance with the Sears Privacy Policy to help us ensure that refunds and exchanges are valid (in each case and over time).
The following fees are non-refundable:
- All delivery, shipping and handling charges (unless an error has occurred in the shipping of your order)
- All installed product set-up fees and any deferred/installment billing fees and other credit charges.
Parts Return Policy
We are confident that you will be completely satisfied with your Product Repair Services parts/ merchandise purchase. If for any reason you are not satisfied, simply return your unused part in its original condition and packaging with your receipt within 30 days for a refund to your local Parts and Service Branch, or call 1-800-4-MY-HOME® for return authorization and mailing instructions. Please note that due to the nature of parts merchandise a 20% restocking fee will be deducted from your refund.
The following are non-refundable:
- Installed electrical or electronic parts
- Parts that have missing kit or assembly components
- No Sears receipt or parts filling ticket
- Supplier or part is unknown to Sears
- Shipping charges i.e. $6.95
- Service Order charges
Sears Canada appreciates your business and will take all reasonable efforts within the guidelines of this policy to ensure you are satisfied with your purchase.
3 easy steps for returns
- Complete the Returns Form included with your order and attach the original bill of sale
- Use the label provided with your order
- Ship the package back using the shipper of your choice.
Please note: No refund/credit will be given for shipping and handling charges,
unless damaged, defective or Sears error.
Merchandise returned must adhere to the Returns Policy.
Please allow a minimum of 14 days for your return to be processed.