The holiday shopping season is just a few weeks away, and there are some important things to talk about before we get lost in all of the tool deals and promotions.
Before buying tools at Home Depot, Lowe’s, or anywhere else, be sure to check the return policy!
I just read a story on Reddit, where someone tried to return Kobalt power tools to Lowe’s, but was turned away because the packaging had been opened.
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That’s… not supposed to happen. Right? A Lowe’s store rejecting a return for Kobalt tools in like-new condition, purchased the day before, because they were opened?
Home Depot and Lowe’s stores have been fairly relaxed when it comes to returns, and so I took a look to see their exact terms.
You can find the exact terms on the retailers’ websites, and I believe on their receipts as well. They should have the policy at customer service too.
Below, I’ll quote what I feel are the most relevant parts.
Home Depot Return Policy
Most merchandise can be returned within 90 days with proof of purchase to The Home Depot unless noted below.
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Home Depot PRO Return Policy
BE 100% HAPPY WITH YOUR PURCHASE OR WE’LL TAKE IT BACK. NO PROBLEM.
Free, fast and easy returns to any store or online.
Most new, unopened merchandise sold by The Home Depot Pro can be returned within 90 days of purchase, unless noted in our Return Policy Exceptions.
Curious, Home Depot’s website says most products can be returned, while the PRO site – which is the default for anyone logged in with a Pro Xtra account – says that returns must be new and unopened products.
So if you’re not happy, they’ll take a tool back. But only if it’s new and unused?
Regarding damaged products, the PRO website says:
If an order arrives damaged or incomplete or is in need of replacement parts, contact Pro Customer Support within 30 days of delivery for resolution.
Certain equipment, such as gas-powered outdoor tools, have a 30-day return period.
Policies can change and often have exclusions. This is why you need to (re)familiarize yourself with their policies on occasion, to ensure there are no surprises.
Lowe’s Return Policy
If you’re not completely satisfied with your Lowe’s purchase, simply return the merchandise to any Lowe’s store in the US.
Most new, unused merchandise can be refunded or exchanged with receipt within 90 days of the original purchase date, unless noted in our Return Policy Exceptions.
This is similar to the wording in Home Depot’s Pro return policy.
Here’s what Lowe’s says about most outdoor power equipment:
must be returned within 30 days of receiving the product and must be unused and in original, unopened, undamaged, factory-sealed packaging.
That tends to be standard for gas engine outdoor tools, but there’s no differentiation between gas, electric, or battery-powered.
Contradictions Galore
Here is what Lowe’s says for their Kobalt tool brand:
SATISFACTION 90 DAY GUARANTEE
They also say:
If you’re not completely satisfied with your Lowe’s purchase, simply return the
merchandise to any Lowe’s store in the US. Most new, unused merchandise
can be refunded or exchanged with proof of purchase within 90 days of the
original purchase date. Some exceptions to the standard policy exist.
So if you’re not satisfied, “simply” return it. But then they add it has to be new and unused, in most cases, with some exceptions possible. I take this to mean that, even if it’s new and unused, there’s no a guarantee they’ll accept a return.
Here’s what the Redditor said:
I was just turned away from Lowe’s from returning some kobalt 24v batteries since I had opened the pack, same with a kobalt shop vac. Literally bought yesterday. Is it true that like new, but otherwise open items are not accepted? Their return policy seems rather vague here.
So Lowe’s has a 90 Day “satisfaction guarantee” on Kobalt tools, but it only applies to new and unopened tools?
Let’s say you buy a Kobalt cordless power tool battery, open it, and find you’re not happy with the runtime and wish to buy a higher capacity battery.
Does Lowe’s policy mean you’re stuck with it, even if it’s a matter of customer satisfaction and not a product defect? Technically, that’s what it sounds like. If so, wouldn’t rejecting a reasonable refund request go against the spirit of Lowe’s Kobalt tools satisfaction guarantee?
Lowe’s website doesn’t provide details regarding defective tools, other than instructing customers to contact them via phone.
What happens if you buy a Kobalt screwdriver set, open the clamshell packaging – which typically has to be cut through – and immediately determine that you’re deeply unsatisfied with the ergonomics?
Are you stuck with the purchase? Lowe’s Kobalt satisfaction guarantee suggests “no,” but their return policy suggests “yes.”
Which policy applies, Lowe’s 90 day satisfaction guarantee on Kobalt tools, or Lowe’s return policy that says products must be returned in new and unused condition?
It’s also possible for shoppers to run into this with Home Depot’s Pro return policy, but their regular policy seems less rigid.
I’ve heard of egregious return policy abuses, such as where customers essentially treat tool purchases as free rentals. They buy a tool, use it for a project, and then return it for a refund in unsellable condition.
With things like that happening, I can see where Home Depot and Lowe’s “new and unused” clauses come from.
Still, customer abuses doesn’t excuse return policy contradictions (at worse) or murkiness (at best).
Ultimately, it seems to come down to the customer service associates you’re dealing with in-store. It’s also a problem when, as a customer, you can’t point to the website and say something like “see, that’s where it says you have a satisfaction guarantee and hassle-free returns.”
That the Redditor went to a Lowe’s store to return Kobalt tools they purchased the day before, and was turned down, is surprising. They described the tools as opened but “like-new.”
Was the Lowe’s store in the right, or not? Objectively, their written policy does say “new” and “unopened.” Subjectively, given the details the Redditor shared, I think the store should have accepted the return.
Read the Sales Return Policies EVERYWHERE
There’s one knife shop I order from, and I read their policies once. Let’s say an order goes missing in transit. If you take advantage of their free shipping, they’ll handle things with the shipper. If you pay for expedited shipping, or standard shipping if you don’t meet the free shipping threshold, dealing with the insurance claim becomes your responsibility.
Another knife shop has restocking fees. I recently returned an item there, and the policy wasn’t enforced. It’s seemingly there to protect the store against excessive returns, such as when someone buys ten high-priced knives and only intend to keep one.
Some stores – generally smaller niche stores but also some larger ones – won’t refund orders to your credit card. For example, there’s a maternity clothes chain that only provides a store credit for returns, no matter the reason.
A couple of boutique tool and gear shops give customers the opportunity ti pay for “route insurance.” If you decline, they won’t replace an order if it gets lost or destroyed in the mail.
My Personal Stance
Speaking as a tool user, if I seek to return a Kobalt tool to Lowe’s, or something from Husky, Ridgid, or Ryobi to Home Depot, and it’s in like-new condition, I don’t expect to encounter any hassles.
Obviously there are reasonable exclusions, such as with gas generators.
Especially if a brand has a satisfaction guarantee, I expect to be able to hold the tool in my hands and still be allowed to return it, in like-new condition, for a refund.
If Lowe’s turned me away from returning a like-new Kobalt vacuum and battery – presumably in opened clamshell packaging – I’d ask for a manager to make an exception. If they wouldn’t budge, that’s something I would remember for a very long time, and it would influence many future purchasing decisions.
Hopefully the Redditor’s experience at their Lowe’s store is an outlier, and the same wouldn’t happen at most other stores.
Jorhay
I find it hard to believe they could find it acceptable to use the term satisfaction guaranteed, but a product has to be unopened. How is anyone supposed to know if they are satisfied with the product or not, if they aren’t allowed to open the packaging?
My wife isn’t afraid of opening the package in the aisle to make sure everything is included, because too often we’ve returned home to find out someone has removed a part, or they didn’t all make it in there at the start.
This spring my father scored a discount on a Skil string trimmer because Lowes put it on the shelf in what looked like an opened and returned package. The worker in the aisle said “looks like someone returned that, we can probably take 20% off for you” Walked us up to customer support and got him the discount. How would he possibly be able to return that package in unopened condition?
I understand that retailers have to be able to protect themselves from scams and unscrupulous individuals, but consumers have to be able to take something out of the package and realize, nope that ain’t gonna work.
Wally
I remember back when Best Buy started refusing open package refunds after systematic abuse of their return policy, especially after Holiday sales. People would open and use the product then return said item. And stuff his happens at Harbor Freight all the time. Its almost like a tool rental. So whats proof is there on the quoted battery return example that they were brand new batteries and not defective substitutes. I have read on social media sites more times than I can count about someone suggesting returning used or defective items back to a store for a refund after purchasing a new replacement item.
Abuse in the system today is rampant and legitimate user refunds such for true diasatisfaction with a product or its failure to perform to expectation will bear the brunt of this. Hopefully experienced contractors and DIY do make informed purchases
Alex
Unless you pay with cash, most retailers maintain detailed customer profiles, that tracks all customer purchases and returns. Such a system facilitates the identification of customer abuse and may lead to abusive customers being banned from the store. By curtailing systemic customer abuse, retailers should be able to maintain a customer friendly return policy while suffering minimal loss (from customer returns).
Michael Giordano
I have personally never had issues at either Lowe’s or Home Depot, but have had to jump through some hoops to make returns at Menards.
Since I use Bosch tools (fyi a few new ones just got listed on their website), which are sold at both Lowe’s and Menards, this means I only buy them from Lowe’s.
Return policy makes a huge difference in my purchasing decisions.
Eric
That’s not been my typical experience at Menards – they have always seemed to be extremely lenient on returns, especially if you’re willing to take store credit. I’ve never attempted to return power tools, though.
Badger12345
That has been my experience as well. I’m particularly happy with their store branded small appliances. I bought a “Pelonis” dehumidifier (made by Midea) that failed after the normal 90 day return window. It did come with a three year warranty. They told me that they would not accept a return, but would give me an exchange of an identical new one in the box. The exchange was fast and easy. I thought that was fair for me and the store.
Michael Giordano
That’s great. Judging by the variety of opinions on good and bad stores, I feel like these things must vary a lot between locations.
Alex
“Return policy makes a huge difference in my purchasing decisions.”
Completely agree with you. Past poor customer service experiences affect my purchasing decisions to this day.
Take for instance over a decade ago, I encountered several poor customer service experiences at Lowe’s. Since then, I’ve steered most purchases (spending over $120,000 at Home Depot, while spending less than $15,000 at Lowes) to HD.
Clientgraphics
I’ve personally found it quite the opposite. Menards has easily replaced lifetime warranty Masterforce tools no questions or receipt asked when the item was available for replacement. Menards will give you store credit for a return with a receipt even when past 90 days on not used unopen items. Lowes has hassled me on both Craftsman and Kobalt lifetime warranties ( Both New and old stuff). They have asked for a drivers license on no hassle lifetime warranty items without a receipt and with a receipt. Home Depot has started asking for ID even with a receipt for store credit on new unopened item after 90 days. Home Depot has honored the Husky lifetime warranty on tools. Home Depot has exchange lumber that twist or bows after a week or two. Lowes has been the worst for me for both returns and warranty and also seems to have to worst self checkout point of sale system.
carl
Sadly I imagine getting stingier with these things is mostly in response to people taking advantage of it and abusing the system.
It certainly makes no sense to me that a satisfaction guarantee means anything unless it covers opened and properly used tools. If you’ve abused the tool and it didn’t meat your expectations, that’s on you. I’d think these businesses would use your history as a customer, and with returns, to gauge whether to accept a tool that was used for a couple weeks or more and returned for being unsatisfactory. It may not look brand new, but is it worth potentially pissing off a customer that spends thousands with you a month? If they don’t make a habit of this, it may just be they gave the tool a fair shake and weren’t happy with it.
For one customer that’s inconsequential, but those scorned customers add up.
Jason Young
There’s another gotcha in Lowe’s return policies: 48 hours on “Major Appliances.”
My wife and I bought a Newair beverage refrigerator from Lowe’s. It sat in a box about a week until the following weekend so we could setup a place for it – and the installation manual had an understandable “initial operating period” – and it turned out to be far, far, noisier than the dB ratings implied.
We did try to take it back, only to learn a beverage refrigerator is considered a “major appliance” and once opened, there’s only a 48 hour window of return. (how someone could get an appliance setup, tested per manufacturer, and brought back to the store in 48 hours in normal life circumstances is beyond me).
The return was refused up and down the management chain at the Lowe’s here.
I generally think that the return policies on the stores tend to be more than generous on tools, but that one was quite the surprise.
I already had a dim view of Lowe’s prior to that, and it certainly didn’t help.
Stuart
I wrote about the appliance return policy, which went into effect alongside
a change to their military discount policy, here – https://toolguyd.com/lowes-military-discount-appliance-returns-changes-2022/ .
Mitherial
Typically, you can still get the *vendor* to provide service or warranty for a standard major appliance that 48-hour period, though whether or not they will provide on-site service probably varies by brand (major brands will, which is an argument for buying a major brand).
This two-day policy works better when you have an appliance delivered and setup by the box store’s service. We recently bought an LG washer that emitted a burning rubber smell from new and I was able to initiate the return within the two day window for a replacement
Mitherial
*after* the 48-hour period
Chris I
So should Lowe’s have to take back a “Used” appliance just because it was “too noisy” for you? That’s a questionable reason for a return if it’s operating 100% correct
Paul Edward Hacker
would that be like a 50,000 dollar car that after 48 hours started making a noise and the dealer says it is normal so they won’t take it back?
Jared
“Still, customer abuses doesn’t excuse return policy contradictions (at worse) or murkiness (at best).”
That’s the key factor for me. An overly strict return policy may influence my purchasing decision – but I have no tolerance for contradictions and ambiguity.
With contradictory messages, it seems like the company wants to benefit from a perception of a generous return policy, while at the same time applying strict terms to avoid having to actually accept returns. It only works by abusing the corporation’s superior bargaining position.
When you buy something, you are entering into a contract. Contract law would generally resolve ambiguous terms in the customer’s favor for numerous reasons – E.g. the customer doesn’t have the power to negotiate the purchase terms, the company authored the terms and to be enforceable, the company must make unusual terms obvious. All of those would favor an interpretation against the corporation’s interests.
HOWEVER, suing Lowes over a pack of Kobalt batteries and a shop vac… that’s not a rational choice. I suspect they’re counting on that when deciding to advertise one return policy and apply another.
Blocky
When I make a return with the receipt, I have almost no questions ever asked. When I return without a receipt, the rep uses a different process, which I believe enters this into a database that tracks how often I do this. This only happens about once a year because I tend to keep my receipts and don’t like to waste time on returns.
In general I have found Home Depot and Lowe’s to be without hassle, which is refreshing from how I remember ‘customer service’ in the 90s: adversarial and sometimes openly insulting.
Sifting through the bureaucratic gray area and legal technicalities is onerous work to me, but I enjoy reading it mapped out like this, Stuart.
Stuart
You get one, maybe two receipt-less returns before the nationwide system flags your account.
If you’re bad about saving receipts, you should use a credit card instead of cash; the POS system can process a return if you swipe the credit card you purchased the item with.
Mike
Also get your receipt emailed to you. It’s easier to search your mail for a receipt than it is keep track of the paper receipt.
Tool Junkie
“Abuse” the return policy is the key here.
I talked to a contractor that worked in Connecticut. He was in our area (thousand miles away) for a job he had bid. He wanted to buy a $600 laser level and asked about the returns. He said that he was going to buy it, then use it for the job, then return it. He had bid the cost of buying the tools into the job, but then he would get most of that money in his pocket, when he returned the tools.
I asked him if he thought that was unethical. He said that many of the contractors on the east coast did this, too. They buy a saw or whatever tool is needed, clean it off every day after use, then return it within the 90 day window.
Yesterday, I saw a shop vac that had been returned with no box, none of the accessories and half full of dirty water and leaves. So, the customer was satisfied; however, the store took a $100 loss. Which, of course gets passed on to the other consumers in higher prices and tightening return policies.
MM
Many years ago when I was a teenager I’d visit comic book conventions. One of the regular dealers was rather infamous for his routine. He’d get up extra-early the day of the show and hit all the toy stores in the area buying up all the potentially collectable action figures and related toys. Then he’d sell what he bought at the convention, some fraction of his haul was desirable or rare, which he was able to sell at inflated prices. When the show was over he’d return what he couldn’t sell.
He wasn’t opening the packages and returning used or damaged merchandise but I didn’t think this was very ethical behavior at all.
Robert
MM, IF the toy reseller was paying normal prices at the toy stores to start with, I don’t see it unethical at all. He hustled, in the best sense, got a nice profit, AND the toys stores got some sales they apparently were not going to get through their own methods. He got greater profits by understanding the market better than the toy stores. I doubt there was anything preventing the toy stores from setting up a booth at the comic convention and reaping the high profits for the rare items. In a way, the reseller ran a booth for them for getting the toy stores their normal profit. So in the tool world, I see I get out hustled at garage sales for some of the best deals on tools because the really dedicated ones get there on time to be first. That’s on me, not the guys hustling, in the good sense.
MM
@Robert
The reason I think it’s a bit dodgy is because it’s going to really suck for anyone else who wanted to shop for those toys at their original stores over only to find the shelves bare. I don’t think he was doing a disservice to the toy stores, it was the other customers who might want to have bought toys that he was being inconsiderate to. I’m a hardcore believer in the free market, but that doesn’t mean it’s OK to be a dick. Leave some toys for the kids out shopping with their parents to get a hold of, don’t sit on dozens upon dozens of them while you maybe sell 5. This was the equivalent of taking all the Hors D’oeuvres for yourself, leaving none for the other guests unless they wanted to buy them off you, and when the party was over you put them all back because you didn’t really want them anyway.
eddie sky
I know a contractor on the East Coast. He doesn’t do this. If he pads the price of renting scaffold, or something needed once, he puts that in the contract. IF he had to buy it outright, its in the price. And he can sell it later or use it on another project (I use his commercial tile saw, and planer, and some other tools. I compensate him with beers).
But I think, yes, there are unethical and deceptive contractors and even realtors, but they only hurt themselves as companies stop taking back items…opened or used.
Now I’ve been told by one Home Depot clerk (retired electrician) that would get returns of outlets, because someone swapped out the originals for higher priced ones. When someone buy the other, they return with WTF! This was in the box. High loss means that store will get closed. Or more guilt cameras…
Oh, and I can’t be the only one that hates NO MORE PEOPLE working checkouts. Even in hurry, you are at the idiots mercy in front of you…
Frank D
Satisfaction guaranteed … but the item has to be unopened is a giant contradiction.
How do you know if it has satisfactory power, speed, suction??
I rarely ever have a tool return and if I do, it is because the tool is defective. I think the stores are clamping down because of repeated abuse. Just like countless tools are now in locked cages, require immediate walking to a register with the associate and payment on the spot. Quite customer unfriendly.
Thanks to the people rampantly abusing the Ryobi Days free tool hack, a couple months ago, I was under serious scrutiny returning a 6” pruning saw that within a couple hours of use started to sound like a broken drill. The battery kit was unopened because I have plenty of batteries, and I really only wanted to exchange the saw. But they didn’t have any. Special merchandise disappeared a couple days before Ryobi days ended.
I get it that they are clamping down, but as a regular honest shopper with well above average spending … Return issues just sour the experience and satisfaction.
For higher cost items, I think it is more understandable. Years ago I had to return a misaligned Ridgid cabinet saw at HD; and I was not going to hurt myself trying to fix it or break it in the process. It is very heavy and hard to assemble solo. So disassembly and heavy loading up for transport to a repair shop, 2hr trip, reassembly at the shop, investigate, order parts, fix work, disassembly for transport, 2hr trip, reassembly at home was out of the question. One could verify it with a layout triangle. The return took over a half hour. I had my order/ receipt etc, of course the thing does not fit back into a box whatsoever … and to be the supervisor and then the manager. I had to take the manager to the tool isle and point out the Ridgid 90d satisfaction policy printed on all the boxes and in the manuals. And only then he authorized it.
Big Richard
Just adding that if you have the HD credit card, just the regular card not the PRO account, you get 365 days for returns. Which is nice.
Adam
Lowes definitely changed their OPE policy. I know it specifically called out gas prior to this, but when I purchased the new Ego 2xbattery blower, for whatever reason, I glanced over their policy, and noticed the unopened condition line. Never saw that before, as it always eluded to not putting gas in to be eligible.
I ended up returning the unit the next day. For a $700 blower, and not gas, I’d like to try or at least have the option of returning if dissatisfied.
Mike
This is one good reason never to buy anything in a blister pack, which should be banned anyway. (I once slashed my hand trying to get a bicycle pump out of a blister pack) A set of screwdrivers, for instance, could easily be in a tray with the drivers secured, much like you find wrench sets packaged. To some extent, blister packaging is an antitheft device, but again, there’s other and better ways of dealing with that. And yes, I buy _everything_ with a credit card and get receipts emailed.
Hon Cho
As others have noted, return abuse is rampant. Retailers like REI and LL Bean abandoned their generous lifetime return policies because of the abuse. Home Depot and Lowes continue to have generous return policies that we should be somewhat grateful for, even with the inconsistencies in the words of their policies and practices. If you don’t like their policies, then spend your money elsewhere–wait, elsewhere the policies are more restrictive or there all no alternative places to buy what you want. Consumers voted with their wallets and, collectively, we voted for what we have. It’s certainly imperfect but I doubt we’ll get better in the future without other tradeoffs that may prove to be even less desirable.
Jared
I wonder if Lowes or Home Depot would ever adopt a “tiered” return policy. E.g. maybe have different return rules for customers who agree to have purchases tracked versus those who want to buy anonymously.
It would be relatively easy to implement since they already do it if you pay by credit card. Perhaps those customers could benefit from a more generous return policy provided they do not make more than a return or two per year – or maybe by “spend level” considering some contractors probably do a lot more business than the average home-owning consumer.
That way they could cut down on those looking to abuse the return process while also allowing more flexibility from “normal” customers.
I bet the whole idea of tracking purchases would be offensive to some, but there’s probably a good bit of that going on already and if its an “opt-in” program? I bet it could be done.
Shawn
It seems to me that if a store won’t return something that’s opened, one could exchange it and then return the unopened package 5 minutes later, or at another store.
Bob
A lot of this depends on the circumstances. How experienced the store associate is with the return systems, what mood they are in, how busy they are, how respectful you are etc.
I have been able to return things that strictly speaking should not have been allowed. Usually for store credit but I have had my card refunded a few times as well. Be kind, ask nicely and they may help you out.
“Good morning, I bought xyz tool 92 days ago. I kinda forgot about it and now I found another way to solve the problem and don’t need the tool. Could I still return this please?”
No luck try “I know your just following procedure. Any chance you could grab a manager maybe they can do something.”
Failing that try another store or time of day.
At the end of the day they have policies in place to protect their business but they do want to take care of customers as best they can.
Jared
I’ve also had very different experiences depending on who is behind the counter – however, when you’re having trouble, its nice to be able to point to a policy.
A policy like Lowes’s seems ripe for the associate to refuse because it seems to say both things: “satisfaction guaranteed” but also “returns in unopened packaging”.
Saulac
I would take anyone’s return complaint with a huge pile of salt. The abuse and expectation from the public in the US is beyond anywhere in the world, IMO. Return policies and expectations should be varied depended on the type of good and value. I am happy with big box stores return. And part of it come from my experience dealing with commercial/specialty suppliers. I exercise restraint and responsibly for my purchases. Once that truck load of retraining wall blocks is in my driveway. If it is the stock number that I ordered, then all other problems are mine and mine only.
OldDominionDIYer
As others have stated retailers often track returns and flag or restrict returns based on history to avoid or prevent abuse. I strive personally to make educated purchases, but I have had the occasional impulse buy. Fortunately for me my impulse has been very good, and I rarely make any returns. Every single return I have made has been excepted without issue and I attribute that to being judicious and measured in my frequency of returns. It is challenging and often dependent on the employee you are working with as much of the “return policy” is left to the informed interpretation of the retailer’s associate. While you don’t always need to offer the reason sometimes it can be helpful. Still stings a little when you are rejected for something you understand to be well within the advertised criteria. I too would give that retailer a wide birth for future purchases.
Ken
Great post, Stuart.
As confusing as the return period is at Lowes, the Kobalt 24-Volt line has its own unique return policy! But a google search only turned up this press release:
https://corporate.lowes.com/newsroom/press-releases/kobalt-launches-24v-max-brushless-power-tools-06-01-16
The 24-volt line is supposed to come with a 1-year “satisfaction guarantee”, meaning you can return these USED tools and batteries – for any reason – within one year of purchase. I believe some Kobalt 24V tools I’ve purchased came with documentation in the box confirming this, but I don’t remember for sure. I believe this policy is still in place, but perhaps you could contact Lowes and confirm if you thought your readers would benefit.
fm2176
Fraudulent returns have long been a bane in the side of retailers. Years ago, I knew a guy that would buy Walmart furniture, remove half the contents, exchange it for a new one, get someone else to return the half-empty box at another location, then pocket the cash while assembling his new bookcase or end table. Petty stuff, but extremely simply and lucrative for a [pardon the term] white trash-type like he was.
I’ve also known people who’ve–rather than chalk it up to pure luck and just eat the loss–bought discontinued clearance tools with dead batteries, then bought a new kit and exchanged the batteries before returning the “new” kit for a full refund.
I’ve taken stuff back to Home Depot exactly once: when Ridgid had a promo where buying two bare tools netted a battery starter kit, their 18v compressor was on clearance for $90. I bought it and the vacuum, then went back the following day and found the compressor had dropped to $45. Back home I went, to gather the previous day’s haul and return/rebuy it to save more money.
TZ
I’ve never had a problem returning things to Lowes or HD regardless of if the packaging has been opened or not. All they even do if the package is open is take it out, look at it, and put it back. Then process the return. Same with online purchases from Amazon. I don’t use tools and then return them, but I have in many cases opened packages to see how they feel, and power them on to see how loud they are, and sometimes leaver products run until they power off to see how long they can run on a full charge.
Never been questioned about it. My guess would be that some random reddit complaint is like a 1 in 10,000 chance, maybe because the guy was rude or the tool was in fact in visually used condition. I’ve never tried returning a tool with sawdust on it, I guess in such a case maybe they’ll try and refuse a refund.
Some people say they track the number of customer returns or whatever, but if making 15+ returns after a holiday season to Amazon (which I’ve done multiple years) isn’t enough to trigger whatever system they run, I’d say it’s not a real issue for most normal consumers. The difference may be if people return their items clearly used, rather than the number of returns.
I think the contradictory statements are simply to persuade some customers into not returning products because the customer isn’t sure if it qualifies for return. If they can get the customer to not even ask for a refund, they won’t have to process a refund. But if the customer actually goes to try the return, from my experience, they always go by the most lenient wording possible. Even at places where they have those terms like ‘may charge a % restocking fee’, I’ve never had anywhere actually apply it. It’s sort of like safety labels where they tell you ‘may cause cancer, may cause death’. Usually doesn’t happen, but they make sure to state it’s a possibility just in case.
Bob
It’s hard not to side with the retailers on return policies because far too many people buy an expensive tool on Friday, do a project over the weekend, and return the tool on Monday. That’s probably the main reason we pay $229 for a $79 drill. So not only are the weasels hurting the retailers, but they’re hurting honest consumers… us!
Matt
I purchased a fridge online from Home Depot before this article was even written. Had it delivered on a Saturday. Was delivered with many defects. Called Home Depot on Monday stating that I wanted a replacement fridge due to the defects. They stated that the return window had closed and that it would be covered under warranty. It is now mid November and the earliest it will be fixed is in December. Did a charge back with my credit card company though. I will not be doing business with them for anything over $100. Since they dominate the market sometimes you don’t have a choice but to buy from there.