If you’re used to Lowe’s and Home Depot’s generous return windows when buying products, double-check their new policy. They recently introduced a strict 48-hour return policy for major appliances, which is quite the leap from their traditional policy.
Effective as of summer 2025, customers must initiate any return for big-ticket items such as refrigerators, washers, dryers, and dishwashers within 48 hours of delivery or pickup. Otherwise, they will be redirected to deal with the manufacturer’s warranty process, which is often far less convenient and much slower.
What is the New 48-Hour Policy?
Under this new policy, customers must report any defects or damages or initiate a return for these appliances within 48 hours of delivery or pickup. The 48-hour window is strictly enforced: items must be unused and, in some cases, still in their original factory-sealed packaging to qualify for return.
Which Products Are Affected?
The good news is that this new policy affects not all products but most major appliances. Among the products affected are refrigerators, freezers, washers, dryers, ranges, dishwashers, over-the-range microwaves, wall ovens, cooktops, and appliance pedestals.
This strict window applies to air conditioners (including window and portable models), evaporative coolers, paint sprayers, portable generators, pressure washers, chainsaws, pole saws, utility vehicles, golf carts, go-karts, and motorized bikes.
Comparison to Previous Policies
Generally, customers had 90 days to return most items purchased at either store as long as they were in new and unused condition and with proof of purchase. However, exceptions applied: major appliances and certain electronics at Lowe’s and Home Depot typically fell under a 30-day return window, provided the item was unopened or unused and in its original packaging.
The old policy gave customers more time to identify and report issues, change their minds about large purchases, or deal with unexpected problems.
Why Did the Companies Make This Change?
A major driver behind this change is the escalation of appliance return fraud, where customers have taken advantage of previous, more generous return windows by returning used or non-defective items, costing companies millions each year.
Storing, inspecting, and reselling large returned items has become increasingly expensive as return rates continue to rise across the industry. U.S. retail returns will approach $890 billion in 2024.
The Customer Experience
Customers who have issues outside this tight window now have to deal with challenging manufacturer warranty processes, which are typically slower and require more documentation and persistence.
“If you are considering buying a smoker from Home Depot, it appears they have a new return policy that if you order something online and have it delivered to your house, you only have 48 hours to return it,” wrote a customer. “I just did battle with them and came out on top, but it took hours on the phone and a threatened lawsuit to get the return done.”
Exceptions: Are There Any?
Generally, no exceptions are granted. For most affected items, customers must report any defects or damages within 48 hours of delivery or pickup for a return to be accepted. However, both retailers make exceptions for items arriving damaged or with a manufacturing defect.
Overall, for most major appliances and specific power equipment, they are pretty firm on their 48-hour policy.
Communication Breakdown: Not Enough Notice
Many shoppers have expressed frustration and surprise, finding out about the restrictive policy only when they attempt to return a defective or unwanted appliance, often after the brief window has already closed.
Unlike previous return policy updates widely publicized or highlighted at checkout, this shift has often been buried in fine print on receipts, tucked away on store websites, or briefly mentioned during delivery, leaving many customers unaware of the urgency required.
The Manufacturer’s Warranty
Most manufacturer warranties last one year and cover defects in materials and workmanship. Repairs or parts will be provided at no cost if a legitimate issue is found during this period. When going this route, customers must initiate all claims directly with the manufacturer or an authorized service provider rather than the retailer.
On the bright side, Lowe’s and Home Depot offer extended protection plans for purchase, which may provide broader coverage and more convenience than standard manufacturer warranties.
Impact on Customer Loyalty
The stringent restriction has led to customer frustration and confusion, especially among those caught off guard by the change or facing an issue outside the short window. Online forums and consumer hotlines are flooded with stories of shoppers denied returns, encouraging shoppers to try out competing big-box stores or independent retailers that still offer more accommodating policies.
Executive and Official Store Statements
Representatives from both companies emphasize the need for consistency and clarity, stating that the tighter return window addresses concerns around escalating return fraud and operational costs.
However, neither Lowe’s nor Home Depot has issued detailed executive interviews or customer-facing campaigns explaining the rapid policy change, leaving many shoppers to encounter the new rule only at purchase or return. “We want to make sure our policies are clear and consistent,” said a Home Depot spokesperson. But customers still feel caught off guard.
Advice for Shoppers
To ensure that your product is in perfect condition, inspect it thoroughly for any signs of damage or defects. Open the packaging with care and test all functions within the first day. If you encounter any problems, immediately contact the retailer’s customer service or visit the service desk to initiate a return, as waiting even a few extra hours could mean forfeiting your right to a simple store return.
Employees Speak Out
Many store associates report feeling caught in the middle, forced to enforce a strict rule they did not help create, while bearing the brunt of customer frustration and disappointment. Employees have taken to online forums and review sites to voice their confusion and concern, with some noting that even appliance specialists were not always informed of the new policy’s fine details.
As a result, morale among sales associates and customer service teams has suffered, with many expressing frustration.
A Sign of Things to Come?
So much fraud and customer abuse costs big corporations millions of dollars yearly. Due to this, they are implementing stricter return windows, higher restocking fees, or outright denials of returns for serial abusers.
Analysts expect that, as operational pressures mount and fraud detection technology matures, more retailers across categories will move to limit returns, signaling a shift from flexible, customer-first return experiences toward greater protection of retail margins and inventory.
The Future of Appliance Returns
As major retailers tighten their policies, consumers can expect stricter timelines and more robust verification processes when initiating returns, particularly for large, expensive items like appliances. Manufacturers will likely play a bigger role in post-purchase support, with warranties and service agreements becoming a central part of the customer experience.
The era of generous, no-questions-asked returns for major appliances appears to be fading, and who knows, maybe other industries will follow soon enough.