Home Depot Return / Refund / Exchange Policies

Synopsis

Returns and refunds must be made at the Customer Service desk, usually a special register is set up near the store entrance. Home Depot’s policy is very flexible and there is usually no problem in returning or exchanging items.

Policy Statement

“Our Online Return Policy

Online Return Policy Basics

–   For your convenience, items purchased on homedepot.com can be returned to any of our retail stores nationwide (Including all The Home Depot retail stores and The Floor Store locations).

–   Most merchandise can be returned within 90 days in unused, like-new, 100% saleable condition and in the original manufacturer’s packaging. Live goods and items that use flammable liquids or gases must be returned to one of our stores. Please see the complete list of details and exceptions below.

–   All damage and shortage claims should be made within 30 days of delivery. If damaged upon arrival, you have the right to refuse the order. Call an Online Customer Care Specialist at 1-800-430-3376 seven days a week 6 a.m. – 2 a.m. ET (closed Christmas Day) to report damages and obtain a return authorization number.

–   A copy of the packing slip or the customer receipt must accompany all returns.

–   A refund will be issued to the original form of payment within 5-7 business days of receiving the returned item at our warehouse. Credit can be given in the form of a The Home Depot Gift Card upon request. Please call 1-800-430-3376 to request a credit via gift card.

Online Return Policy and Product Exceptions

Return Policy Exceptions:

Damaged Items and Shortage Claims: Any damaged or missing items must be reported within 30 days of delivery by calling 1-800-430-3376.

Returning Products Containing Hazardous Materials Due to safety hazards, items that use flammable liquids or gases cannot be returned through the mail, even if the item was drained of these materials. This would include items like lawn mowers, leaf blowers and any other items that use flammable liquids or gases. Please return products containing hazardous materials to your local The Home Depot store.

Holiday Décor:   Holiday Décor items must be returned within 30 days of delivery. Any product damage and/or defects must be reported within 30 days of delivery.

Holiday Trees and Wreaths:   Plants and live goods, including cut flowers, holiday trees, wreaths and garland are non-returnable and non-refundable. Please call 1-800-430-3376 within 3 days of delivery to report damaged or dead plants and/or live goods and we will promptly ship a replacement at no charge.

Air Conditioners & Generators:   Returns must be sent back within 30 days of delivery. Any product damage or defects must be reported within 30 days of delivery. Whole house generators or stationary generators are non-returnable and non-refundable.

Gift Cards:   The Home Depot Gift Cards are not returnable and cannot be redeemed or exchanged for cash (unless required by law), check, credit, or payment on any credit or loan account nor Tool Rental deposits.

Furniture:   Furniture must be returned within 30 days of delivery. Any product damage or defects must be reported within 30 days of delivery.

Major Appliances:   Major appliances are non-returnable. Items should be inspected thoroughly at the time of delivery. If you are not satisfied, refuse the item before signing the delivery receipt. Be sure to report any product defects or damages with the delivery agent. Damages must be reported within 48 hours of delivery. After 48 hours, you may visit your local store or call 1-800-455-3869 for assistance.  

Plants & Live Goods:   Plants and live goods, including cut flowers, holiday trees, wreaths and garland are non-returnable and non-refundable. Please call 1-800-430-3376 within 3 days of delivery to report damaged or dead plants and/or live goods and we will promptly ship a replacement at no charge.

Tractors:   John Deere tractors will be repaired under manufacturer’s warranty, please contact homedepot.com Online Customer Care Team at 1-800-435-4654 for further information between 6 a.m. – 2 a.m. ET, seven days a week (closed Christmas Day). All other lawn tractors and mowers will be repaired through a service contractor at a local The Home Depot store. Please contact a manager at your local store for more information.

Wallpaper & Flooring Samples:   Wallpaper & flooring samples are not returnable. If you feel you have received an incorrect sample however, please call 1-800-430-3376 for a replacement.

Custom Products:   Custom made products such as paint samples and custom cut blinds are not returnable. If you feel you have received an incorrect sample, please call 1-800-430-3376 for a replacement.

Frequently Asked Questions About Online Returns

How long will it take for me to receive a credit once I return an item?

We issue return credits within 5 to 7 business days of receiving the returned item at our warehouse.

How do I report a damaged or defective product?

Please contact homedepot.com Online Customer Support at 1-800-430-3376 as soon as possible between the hours of 7AM-1AM EST Monday through Sunday (closed Christmas Day) upon discovering any damage or defect with an item ordered online. All damages should be reported within 30 days of delivery.

For major appliances, items should be inspected thoroughly at the time of delivery. If you are not satisfied, refuse the item before signing the delivery receipt. Be sure to report any product defects or damages with the delivery agent. Damages must be reported within 48 hours of delivery. After 48 hours, you may visit your local store or call 1-800-455-3869 for assistance. 

May I return items to my local store?

Currently, most items purchased on homedepot.com can be returned to the stores. Please see the list of exceptions listed in our Online Return Policy and Product Exceptions section for non-returnable items.

Can my credit be applied to a different credit card other than the one that was used at the time of purchase?

Refunds can only be issued to the original form of payment used for the purchase. We can, however, issue your refund in the form of a The Home Depot Gift Card, if requested.

Are original and return shipping charges refundable?

The Home Depot will not reimburse original shipping charges or return shipping charges for products that are returned due to purchaser regret. We will, however refund these charges in cases where the return is a result of a shipping error or if the item arrives damaged or defective.

What if I apply the incorrect return code?

We will inspect all packages upon receipt at our warehouse. In the case of defective merchandise, if it is found to be in good working order the return code will be updated and shipping charges will be applied accordingly.

How do I know if my return label is for UPS or FedEx?

The return label will indicate either UPS or FedEx, showing the logo of the carrier to use.

Where can I drop off a return with a United Parcel Service (UPS) return label?

Packages can be dropped off at UPS locations including drop boxes, The UPS Store, Mail Boxes Etc. or can even be given directly to a UPS driver. For a listing of UPS locations in your area, please visit UPS.com.

Where can I drop off a return with a Federal Express (FedEx) return label?

Packages can be dropped off at FedEx locations including drop boxes, FedEx Kinko’s, FedEx Authorized Ship Centers or can even be given to a FedEx driver. For a listing of FedEx locations in your area, please visit FedEx.com.

How do I know if my order was shipped through Home Delivery?

Home Delivery shipments are typically for larger product orders that are scheduled through a special Home Delivery agent and delivered to your home. These are for items that cannot be shipped through small parcel carriers like UPS or FedEx.

If I have a question about my return, who do I contact?

If at any time you have questions about your return of an item purchased on homedepot.com, please call homedepot.com Online Customer Support at 1-800-430-3376 between the hours of 7AM-1AM EST, Monday through Sunday (closed Christmas Day).

4 easy ways to prepare the return for your online order:

1.   Return the item(s) to a The Home Depot Store location nearest you:

Bring the Item(s) with a copy of your bar-coded shipping confirmation e-mail to your local Home Depot store for credit to your original tender or a The Home Depot store credit. For ease of return, bring your bar-coded e-mail confirmation with your purchase to the store. *Major Appliances are not included. See Return Policy and Product Exceptions for further details.

2.   Return the item(s) via the shipment method of your choice:

Complete the return form located on the bottom of the original packing slip that came with your order. Please include a copy of the completed form along with your return.

Pack the item in original packaging.

Ship the item(s) to the address printed on the return shipping label that came with your order from the carrier of your choice. Note, we recommend using a carrier that will provide a tracking number for the shipment.

3.   Return the item(s) using the returns label that came with your order (charges will be billed to your credit card):

Complete the return form located on the bottom of the original packing slip that came with your order. Please include a copy of the completed form along with your return.

Pack the item in original packaging.

Affix the returns label over the top of the original shipping label. Please keep a copy of the tracking number for reference.

Bring the package to the carrier specified on the label for shipment.

4.   Call:

For larger items or for any other questions, please call an Online Customer Care Specialist at 1-800-430-3376 seven days a week: 6 a.m. – 2 a.m. ET (closed Christmas Day).

Returns for items purchased at a The Home Depot Store:

Our Store Return Policy

Our Store Return Policy Basics

Returns within 90 days of purchase and with a valid sales receipt will be exchanged, refunded in cash, credited to your account or refunded via The Home Depot store credit.

Return and Product Exceptions

–   Purchases made with store credit, gift certificates and Gift Cards will be refunded as store credit. Store credits cannot be used to purchase Gift Cards. 

–   Gasoline-powered equipment may be returned within 30 days of purchase with a valid sales receipt. After 30 days, item may be sent out for repair at the customer’s expense, unless covered under warranty. 

–   Special order returns are subject to 15% restocking fee. Cancellations may be subject to 15% restocking fee. See Special Services Desk at your local store for details. 

–   Cash and cash equivalent purchases, exceeding $1,000, may be refunded as mail check. Checks are mailed from The Home Depot’s Store Support Center in Atlanta, GA. 

–   Receipts for purchases made with credit, debit or check within the last 90 days may be located in our system. Ask a store associate about receipt look up. 

–   The Home Depot reserves the right to limit or refuse to accept the return of merchandise at any time and for any reason. 

–   Items purchased at The Home Depot U.S., The Home Depot Canada or The Home Depot Mexico may not be returned across borders. 

–   Returns of merchandise after 90 days in Massachusetts and Connecticut, and after 120 days in Rhode Island from the date of original purchase with a receipt: Sales tax will NOT be refunded. Customers will be issued credit for the purchase price of the item(s) only. NOTE: Even exchanges of merchandise are not affected by this rule. 

–   Customer Agreement purchases must be returned to the same store location where originally purchased. 

–   Sorry, Returns Not Available on the Following Products: Custom made products and custom tinted paint, utility trailers, Gift Cards, Gift Certificates and Store Credits” – Home Depot web site

Quick Facts

More Information

1. Our Return Policy on the Home Depot website
2. Home Depot Canada Return Policy