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Welcome to the Help Center. Please choose a help topic below:
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General Questions
Sears PurchaseProtect
How can I contact customer
service?
You can get immediate help during call center hours by calling 1-800-573-1088 or you can access our online customer
service help by clicking here.
My claim is not coming up on your
web page, what should I do?
If you have a valid salescheck, showing your purchase of the Sears
PurchaseProtect agreement, our customer service center can verify it for you.
Please call for assistance at 1-800-573-1088.
How long does it take to get my
claim fulfilled?
The process time varies depending on your product and whether or not you need
to process a return shipment to our returns center. It can take anywhere from 5
- 14 business days to process your claim. If you have a specific question about
your claim, please call customer service at 1-800-573-1088.
How do I process a claim?
Within the store return policy (30 or 60 days) as shown on your receipt:
a. Retain your original sales receipt as proof of purchase. Return to the Sears
Store where you purchased your product to take advantage of Sears' store return
policy.
After expiration of the store return policy (30 or 60 days) as shown on your receipt:
a. Do not return the defective product to the store. Returns may be made at the store
only within the time frame indicated on your receipt. Unless you
are exercising your product manufacturer’s warranty (and the product
information directs you back to the Sears store), you should follow the
directions for making a claim in your Sears PurchaseProtect contract.
b. Log on to www.searspurchaseprotect.com
to initiate your claim or register your plan. If you do not have access to a
computer, or prefer calling, call 1-800-573-1088. A customer service associate
will walk you through the process and can initiate the claim for you.
c. Have your original sales receipt, and purchase date. This will be required
to make a claim.
d. We'll confirm your product defect, and verify your address. You will have
the opportunity to download a pre-paid shipping label or have one mailed to
you. It's important to note that products with no defect found or accidental
damage will be returned and in that case gift card may not be issued. Please
see Terms and Conditions for complete details.
e. Once you have the prepaid shipping label, ship the defective product or
component to our returns processing center. Use the original product box and
packing material if you have them. They are designed specifically for the
transfer of your product. To expedite the process, please include all
accessories that came with your original purchase, including the owner's
manual, before sending your product to our returns center.
Click here to view the list of common accessories
f. You'll receive a gift card for the original purchase price, including sales
tax, by return mail. If you purchase your replacement in advance and can show
proof of that purchase at your Sears store (by receipt number and purchase
date) you will receive an option to receive a check rather than a gift card. In
some cases, Sears reserves the right to ship a refurbished replacement for
certain products that may not be in stock at your local Sears stores.
g. Use the gift card to replace your defective product with a replacement
product of your choice at any Sears Store nationwide!
h. You are responsible for any difference between the purchase price of your
selected replacement and the gift card. Any excess funds will be placed on a
Sears Gift Card.
Will my existing plan cover the
new replacement product purchased?
No, the plan is designed for a one-time use and the contract is fulfilled after
the gift card is issued (that's why the price is so low). If you use the gift
card to replace the defective product with a replacement product of your
choice, we recommend you purchase a new Sears PurchaseProtect Plan.
Does the Sears PurchaseProtect
plan replace my manufacturer's coverage?
No, it provides a more simplified alternative to the manufacturer's coverage.
Most standard warranties do not provide replacement coverage. In addition, they
often require you to ship it in for repair at your expense. Your SPP contract
provides an advantage to replace your product in a flexible way. You are free
to contact the manufacturer during their coverage period if you would rather
reserve your one-time gift card replacement option for a later date within the
term. To contact your manufacturer, please go to their web site or call them at
the number listed in your owner’s manual.
What are my obligations to process
my claim as quickly as possible?
Your original sales transaction showing your Sears PurchaseProtect is the most
important piece of our claims process because it proves your purchase and
coverage. It also speeds verification. To expedite the process, please include
all accessories that accompanied your original purchase, including owner's
manual, before sending your product to our product testing center.Click here to
view the list of accessories, which may have accompanied your product during
your original purchase.
Click here to view the list of common accessories
How do I know what accessories I
will need to send in with my product?
Click here to view the list of common accessories, which may have come
with your product during your original purchase.
Can I purchase the Sears
PurchaseProtect plan to cover merchandise that I have already purchased?
The Sears PurchaseProtect plan must be purchased on select eligible merchandise
at the same time as the purchase of the merchandise to be covered at a Sears
store or on Sears.com. The Sears PurchaseProtect plan cannot be purchased to
cover previously purchased merchandise.
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