The Return Policy of LEGO

LEGO is one of the most beloved toy brands in the world, known for providing exceptional products and outstanding customer service. Part of LEGO’s commitment to customer satisfaction is their generous and flexible return policy, which ensures that customers can shop with confidence.

Why Customers Love LEGO’s Return Policy

LEGO’s return policy stands out for its simplicity and flexibility, allowing customers to return products within 90 days of purchase. Unlike many retailers that restrict returns to unopened items, LEGO allows returns on products that have been opened and even assembled, demonstrating their trust in customers and dedication to their satisfaction.

Open Box Return Policy

One of the highlights of LEGO's return policy is that customers can return items even if the packaging has been opened. As long as the items are returned in new and unused condition within 90 days, LEGO will accept them, including opened box sets that haven’t been built. This flexibility is a major advantage for customers who want to inspect or review their purchases before deciding to keep them.

For items that have been assembled or used, LEGO may still offer returns depending on the condition of the product. In cases of dissatisfaction with the build or missing pieces, LEGO provides exceptional support, often replacing parts free of charge.

Return Without Receipt

If you don’t have a receipt, LEGO can still accept returns, but the refund may be issued as store credit or exchanged for another product. LEGO generally tracks purchases made online or through accounts, so returns without receipts may be possible if they can confirm the purchase through the customer’s LEGO.com account or credit card information. In-store returns without receipts are handled at the discretion of store management, and having proof of purchase (like a bank statement) may speed up the process.

Online Purchase Return Policy

For online orders, LEGO offers a 90-day return window from the day you receive your package. The process is straightforward, and LEGO provides free return shipping for customers in the U.S. and Canada.

• U.S. Returns: Customers can initiate returns by visiting LEGO’s website, logging into their account or proceeding as a guest, and selecting "Return Items." You’ll receive a prepaid UPS shipping label to send back your items free of charge.
• Canada Returns: To return an online order, customers can contact LEGO by email or phone to receive a prepaid return label.

Once LEGO receives the returned items, the refund process begins, typically within 1-2 business days. The refund can take up to 14 days to appear in your bank account, depending on your financial institution.

In-Store Purchase Return Policy

Items purchased at a LEGO Store can be returned to any LEGO Store location within 90 days of purchase. Simply bring the item along with a receipt or proof of purchase, and a LEGO Brick Specialist will assist you with the return. If the product was purchased using LEGO VIP points, those points will be credited back to your account. In-store returns must meet the following conditions:

• The product must be in its original packaging.
• Items should be unused and in resaleable condition.
• Returns without a receipt may be refunded as store credit at the discretion of the store manager.

Note: LEGO stores cannot accept returns for products purchased through third-party retailers like Amazon or department stores; those returns must follow the original retailer’s return policies.

Holiday Purchase Return Policy

LEGO offers extended return windows during the holiday season to accommodate early gift purchases. Items purchased during the holiday season typically come with an extended return deadline, often beyond the standard 90 days. This provides flexibility for customers buying gifts in advance, allowing recipients sufficient time to decide whether to keep the item.

For specific dates and policies related to holiday returns, it’s best to check LEGO’s website or inquire in-store closer to the holiday season, as these details may vary each year.

Exceptional Customer Care

LEGO’s commitment to customer satisfaction doesn’t end with their return policy. The company is renowned for its exceptional customer service. If a customer discovers a missing or defective piece, LEGO will quickly provide a replacement at no additional cost. Their dedicated customer support team is available to assist with all concerns, ensuring a smooth and positive experience for customers of all ages.

How to Initiate a Return

Returning Online Orders:

• Step 1: Visit LEGO’s returns page and log into your account or proceed as a guest.
• Step 2: Click on "Return Items" and follow the on-screen instructions.
• Step 3: Print the prepaid shipping label provided and drop off your package at a UPS location.
• Step 4: LEGO will process the refund within 1-2 business days after receiving the items, and it may take up to 14 days for the funds to reach your bank account.

Returning In-Store Purchases:

• Step 1: Bring the item(s) you wish to return to any LEGO Store within 90 days of purchase.
• Step 2: Provide the original receipt or proof of purchase to the in-store Brick Specialist.
• Step 3: If eligible, the refund will be processed back to the original form of payment, or as store credit if returning without a receipt.

LEGO VIP and Gift Returns

If you made your purchase using LEGO VIP points, any returns will result in the points being refunded to your account. In cases where an item was purchased as a gift, recipients can still return or exchange the item, but refunds will only be issued to the original purchaser’s payment method.

If the gift recipient wishes to exchange or return an item without the original payment details, LEGO may offer a store credit for the value of the returned product.

LEGO’s return policy is customer-focused and offers flexibility whether you purchased your items in-store or online. The ability to return open box items, the generous 90-day return window, and free returns for online purchases are standout features. LEGO also ensures that even without a receipt, returns may still be accepted, often for store credit, giving customers peace of mind with every purchase.

During the holiday season, LEGO’s extended return window makes gift shopping easier, and their dedication to customer service ensures that any issues are resolved swiftly.