Major appliance return policies (US retailers): 2013 summer
1. Home Depot
If ordered online, you must call the special online customer service number. Their sole mission is to discourage you from returning the product. Ultimately, according to script and published Home Depot policy, acceptance of returns of major appliances is handled by a store location's service desk. Once you deliver the product to the store, a store employee will contact an internal online number. The online staffer will inform the store employee that the major appliance may only be returned with the approval of either the store's shift manager, or general manager.
Initially, when I first contacted the Home Depot online CSR, she stated, "washing machines are non-returnable." However, the specifications for my machine explicitly stated: "Returnable--90 days." Nowhere is the general statement, "washing machines are non-returnable" published anywhere on the bill of lading, online sales order, or anywhere on the Home Depot website. In general, Home Depot accepts returns for 90 days with certain exceptions (e.g., cut flowers, tractors, etc.).
Although major appliances are not listed in the published exceptions, most washer/dryers on the Home Depot site explicitly state in their online-published specifications: "Returnable--No."
a.) No mention is made anywhere of a 15% or 20% re-stocking fee. One store employee attempted to seize a 20% re-stocking fee; another attempted a 15% re-stocking fee. This is quickly quashed by stating that nowhere is such a re-stocking fee indicated in their return policy, on their bill of sale, or anywhere on their website.
b.) Home Depot's online CSR will insist that washer/dryers are un-returnable after 48-hours. This is inaccurate. Only damage incurred during shipping/delivery must be reported within 48 hours.
c.) IMPORTANT: again, most of the washer/dryers listed on Home Depot's site explicitly state that they are not returnable under the "specifications" tab in the product description. Read this section carefully when considering your purchase. The exception in my particular case was claimed a "typo." I countered, "That's not my problem."
a.) Quoted from Lowes' return policy: "30 days on major appliances (including but not limited to refrigerators 9 cubic feet or larger, washing machines, dryers and range hoods), outdoor power equipment (including but not limited to mowers, chain saws, generators, pressure washers, trimmers and blowers) and highway trailers."
b.) No time frame is given for reporting damge incurred during shipping/delivery (only a phone number is provided).
c.) No mention is made of any re-stocking fees.
a.) From Sears' published online return policy: "Major home appliances: 60 days."
b.) Damage incurred during shipping/delivery must be reported within 72 hours.
c.) Any delivery charges will not be refunded.
Sears explicitly states a 15% "usage/re-stocking fee" only for mattresses and foundations, but makes to mention of such fees pertaining to major appliance purchases.