Lego Store Return Policy

Need to return something to a LEGO store? Understanding the LEGO store return policy before you head to the checkout or dig out that receipt can save you time and hassle. This guide breaks down everything you need to know, from time limits and conditions to special rules for online purchases and exclusive items.

We’ll cover the standard return window, what items might have different rules, and how to process your return both in-store and by mail. Whether you have a damaged set, a duplicate gift, or simply changed your mind, you’ll find clear instructions here.

The core LEGO store return policy is designed to be customer-friendly. For most purchases made directly from LEGO, whether in a physical LEGO Store or on LEGO.com, you have a generous 90 days to return an item for a full refund. The item should be in its original, unopened condition with all seals intact.

For opened items, LEGO is often still willing to accept returns or offer solutions, though the process may differ. It’s always best to have your proof of purchase ready, such as the original receipt, packing slip, or order confirmation email.

Key Points of the Standard Policy

Here are the most important elements to remember:

Return Window: 90 days from the date of purchase.
Condition: New, unopened items for a full refund. Opened items may be eligible for exchange or store credit.
Proof of Purchase: A receipt, invoice, or order number is required.
Original Payment: Refunds are typically issued to the original payment method.
Original Packaging: All boxes, manuals, and pieces should be included, especially for opened sets.

Returning an Opened LEGO Set

What if the box is open? LEGO understands that sometimes you need to open a set to see if pieces are missing or damaged. Their policy for opened sets is generally accommodating, though it may be at the discretion of the store manager or customer service team.

For an opened set to be considered for return, it must be complete. This means:

All LEGO pieces, including minifigures and accessories, are present.
The original instruction manuals are included.
Any original packaging or boxes you have should be returned as well.

Returns of opened sets often result in an exchange for the same item or store credit rather than a cash refund. It’s a good idea to contact the store or customer service ahead of time if your situation involves a large or expensive opened set.

How to Return an Item to a Physical LEGO Store

Returning an item in-person is usually the quickest method. Follow these steps:

Gather Your Items: Bring the item you wish to return, all its contents, and the original receipt or packing slip.
Visit the Store: Go to any LEGO Brand Retail store. You do not have to return it to the specific store where it was purchased.
Speak with an Employee: A store associate will check the item and your receipt. They will process the refund or exchange according to the store’s guidelines.
Receive Your Refund: Refunds are usually given back to your original payment card. If you paid with cash, you’ll receive cash back. Store credit may be offered for returns without a receipt or for opened items.

How to Return an Item Purchased on LEGO.com

Returns for online orders can be handled either by mail or in a store. Here is the mail return process:

Initiate the Return Online: Log into your LEGO.com account. Go to “Order Status” and select the item(s) you want to return. Follow the prompts to generate a return authorization and a prepaid shipping label.
Pack the Item Securely: Place the item, preferably in its original box, inside a sturdy shipping box. Include the return form (if one was generated).
Attach the Label: Securely attach the prepaid return label to the outside of the box. Cover any old labels.
Drop Off the Package: Take the package to a designated carrier drop-off location (like UPS or USPS, depending on the label provided).
Track the Return: Use the tracking number on your label to monitor the return’s progress. LEGO will process your refund once the item is received and inspected at their warehouse.

Remember, you can also bring your online purchase to a LEGO Store for return. Just bring the item and your order confirmation email or packing slip.

Items with Special Return Considerations

Not all products follow the exact same rules. Some items have specific conditions due to their nature.

Digital Products, Gift Cards, and Vouchers

These are typically non-returnable. This includes:

LEGO Digital Gift Cards and e-Gift Cards.
Downloadable digital content, like instructions or software.
Vouchers or promo codes.

Personalized or Made-to-Order Products

Items that have been customised, such as sets with a personalized tile from the LEGO Store mosaic maker, are usually final sale and cannot be returned unless they are defective.

Retired and Limited Edition Sets

While the standard policy still applies, returning a retired set you opened might mean recieving the current value as store credit, not the original price you paid. It’s best to check with customer service for these unique cases.

Damaged, Defective, or Missing Pieces

If your new LEGO set has a manufacturing issue, LEGO’s customer service is excellent. You don’t necessarily need to return the entire set.

Missing or Damaged Pieces: Go to the “Missing Bricks” section on LEGO.com. You can order individual replacement pieces for free. This is often the fastest solution.
Major Damage or Defects: If the set is extensively damaged or defective, contact LEGO Customer Service or visit a store. They will likely replace the entire set under warranty, which extends beyond the 90-day return period for such faults.

Returns Without a Receipt

If you’ve lost your receipt, all hope is not lost. LEGO Stores may still accept the return. They can often look up the purchase if you used a credit card or VIP card. For online orders, your order number or account email is sufficient.

Without any proof of purchase, the store may offer the lowest recent selling price as store credit. This is entirely at the manager’s discretion.

The LEGO VIP Program and Returns

If you returned a purchase made while earning LEGO VIP points, the points earned from that transaction will be deducted from your account. If you used VIP points for a discount on the purchase, the points or discount value will be adjusted upon return.

International Return Policy Differences

The 90-day policy is standard in North America and many European countries. However, local consumer laws may affect the policy in your region. For example, countries within the European Union have mandatory minimum return periods for online purchases. Always check the specific LEGO country website you purchased from for local terms.

Exchanges vs. Refunds

LEGO is generally happy to process an exchange for a different set. You can do this in-store by simply picking the new item you want. For online exchanges, you usually need to process the return first and then place a new order. Sometimes, customer service can assist with a combined transaction.

Holiday and Extended Return Periods

During the winter holiday season, LEGO often extends its return window for purchases made in November and December. For example, items bought in that period might be returnable until January 31st of the following year. Always verify the extended policy dates on their website during the gifting season, as they can change from year to year.

Tips for a Smooth Return Experience

Keep the Box: Even if you open a set, try to keep the box and packaging in good condition, just in case.
Save Your Receipts: File your physical receipts or keep a dedicated email folder for online order confirmations.
Act Quickly: Don’t wait until day 89 to start the return process. Give yourself plenty of time.
Check for Missing Pieces First: Before returning an “incomplete” set, double-check the bags and corners of the box. Small pieces can easily get lodged.
Be Polite and Clear: Store staff are more likely to help find a solution if you explain your situation calmly and clearly.

Frequently Asked Questions (FAQ)

Can I return a LEGO set after 90 days?

Officially, the policy is 90 days. However, LEGO is known for its great customer service. If you have a genuine issue, especially with a defective product, it’s worth contacting them. They may offer a solution, like a replacement, even after the return window has closed.

What is LEGO’s return policy for used sets?

LEGO does not have a formal policy for “used” sets bought second-hand. Their return policy only applies to purchases made directly from LEGO or an authorized retailer. If you bought a used set from a private seller, you must deal with that seller directly.

How long do LEGO online returns take?

Once LEGO receives your return package at their warehouse, it can take 5-10 business days to process the refund. The time for the refund to appear on your bank or credit card statement after that can vary by your financial institution.

Can I return a LEGO set to a store if I bought it online?

Yes, you can. Bring the item and your order confirmation (email or packing slip) to any LEGO Brand Retail store. They can process the refund to your original payment method in most cases.

Does the LEGO store accept returns without a box?

For an opened return, having the original box is preferred but not always mandatory. The critical part is that all the pieces and manuals are present. It’s best to call your local store and ask about there specific requirements before visiting.

What is the LEGO refund policy for a wrong item sent?

If LEGO sent you the incorrect item, contact Customer Service immediately. They will arrange a free return and send the correct product to you as soon as possible, often with expedited shipping to make up for the error.

Are LEGO returns free?

Returns for change of mind are typically free if done in-store. For mail returns, LEGO usually provides a prepaid return label for items being returned within the policy guidelines. Always check when initiating the return online.

Final Thoughts

The LEGO store return policy is generally straightforward and consumer-focused. The 90-day window provides ample time, and the options for both in-store and mail returns offer flexibility. The key to a successful return is having your proof of purchase and keeping the item as complete as possible.

For most issues, especially missing pieces, using the free replacement service on LEGO.com is quicker than a full return. Remember, the staff in LEGO Stores are usually fans themselves and want to help you get the right solution. By following these guidelines, you can ensure your LEGO shopping experience remains positive, even when a return is necessary.