Have you purchased a LEGO product, perhaps as a gift for someone, or bought an item to build yourself, and wanted to return it but did not know how to, or did not know LEGO’s policy?
LEGO prides itself on producing products of very high quality. If a customer is unsatisfied with the product or needs to return their LEGO purchase for some reason, there is a detailed return policy.
The best part is that all returns are simple, convenient, and free! Return policies differ per country. In this article, the return policy of LEGO in the USA will be focused on.
Steps For Returning Your LEGO Purchase
Step 1: Ensure you did not purchase the LEGO product more than 90 days ago
Step 2: Log into your account at LEGO.com and obtain a shipping label – the label will allow you to return the product free of charge
Step 3: Navigate to the “Return Items” section on the LEGO.com website and complete the steps listed
Step 4: Await your refund
Types of LEGO Exchange Policies
Unopened Sets
LEGO products that are still in the box and are unopened can be returned to the LEGO address listed on the packing slip received with your purchase. If the LEGO purchase was under $200, the return should be quick and easy. Simply take the unopened product to any LEGO retail store and ensure that you take the original shipping confirmation email or your receipt with you, and a full refund will be issued. If the LEGO purchase was over $200, unfortunately, you will not be able to return the product in-store.
Please note the following terms and conditions regarding refunds:
- Your receipt must have a date that is within 90 days
- A store credit or a gift voucher will be issued to you – no refunds will be provided in cash.
- If payment was made via PayPal, customer service will need to be contacted should you wish to receive the refund back into your PayPal account
- If you do not provide the LEGO store with your shipping confirmation email or your receipt, no refund/exchange will be granted. Customer service will need to assist you.
- No clothing, LEGO apparel, or footwear is permitted to be returned in-store.
Opened Sets
Having an opened product is not ideal; however, LEGO is willing to refund/exchange any opened product. The following applies:
- The original shipping confirmation email or receipt must be presented in-store
- No cash refunds will be issued. The product can either be exchanged or you will receive a credit to purchase merchandise.
Customized Orders
Due to the nature of these orders, unfortunately, LEGO will not refund or exchange any customized orders. Customized orders will be difficult to sell to another customer because they are bespoke purchases – personalized for a specific individual.
Software
LEGO is willing to exchange/refund any software purchases so long as the below condition is met.
- The LEGO software purchase (example: DVDs or video games) is unopened
Unfortunately, no refund/exchanges will be granted for any software item that has been opened.
Gift Cards
A similar return/exchange policy exists in most stores around the world regarding gift cards. LEGO is no different.
Gift cards purchased from LEGO are not eligible for return and will not be allowed to be exchanged for cash. The only exception where cash will be provided in exchange for the gift card is in the case where cash redemption is required by law. If not, unfortunately, you will need to utilize the available balance on your gift card at any LEGO retail store, or online at LEGO.com.
Conclusion
If you have logged a return on LEGO.com, or have contacted Customer Service to exchange a product, please note that the exchange is subject to you, the customer, providing LEGO with a credit card (which must be a valid one). This credit card will serve as a form of security for LEGO to receive the original product you would like to exchange.
Should LEGO not receive the returned product within 30 days of when the replacement product was shipped to you, the full price of the product LEGO shipped to you will be charged to your card.
To avoid this, please send LEGO the label information, as well as a tracking link so that they can track your return product and not debit any amount from your credit card.
LEGO is willing to provide customers with a refund/exchange for a product provided that their terms and conditions are met. Specific items of a high value may not be exchanged/returned in a LEGO retail store, however, there is an option online to log a return, and Customer Service is always there to assist.
