Ferguson Return Policy (2025 Update)
Buying new fixtures, appliances, or hardware for your home is exciting, but sometimes things don’t go as planned. Maybe the faucet finish doesn’t match, or the measurements were slightly off. Understanding the Ferguson return policy is critical to ensure you don’t get stuck with an item you can’t use.
This guide covers everything you need to know about returns at Ferguson, including return windows, which items are eligible, how to handle restocking fees, and the step-by-step process to get your money back. Whether you bought online at Build with Ferguson or through a showroom, we have the latest verified details for 2025.
Ferguson Return Policy Overview
Ferguson generally offers a standard return window, but it varies significantly depending on whether you bought general plumbing parts or large appliances. Here is a quick summary of the key rules:
| Topic | Details |
|---|---|
| Return Window | 90 days for most items; 30 days for appliances. |
| Eligible Items | Must be new, uninstalled, in original packaging with all parts. |
| Return Methods | Primarily mail-in/freight. In-store returns require prior approval. |
| Refund Methods | Refund to original payment method (minus fees). |
| Non-returnable | Clearance, installed items, special orders, hazardous materials. |
| Fees | Restocking fees may apply; customer usually pays return shipping. |
Return Window & Eligibility
To ensure your refund request is approved, you must act within specific timeframes. Ferguson is strict about these dates, especially for larger items.
Standard Return Window (90 Days)
For most general home improvement items-such as lighting, plumbing fixtures, hardware, and tools-you have 90 days from the date you received the item to initiate a return.
Appliance Return Window (30 Days)
If you purchased a large appliance (like a refrigerator, stove, or dishwasher), the return window is much shorter. You only have 30 days from receipt to return these items. They must be brand new and uninstalled.
Eligibility Checklist
Before starting a return, check that your item meets these conditions:
- ✅ Item is in resalable condition (no scratches, dents, or writing on the box).
- ✅ Item has never been installed or used.
- ✅ All original packaging, manuals, and parts are included.
- ✅ The item was not a clearance or "final sale" product.
Note: If you are comparing policies for home goods, you might notice this is stricter than some competitors. For example, the Nebraska Furniture Mart return policy also has specific windows for electronics and appliances that differ from general furniture.
How to Return Items to Ferguson
Returning items to Ferguson usually involves an online process or contacting customer support. Unlike a standard retail store, you cannot always just walk into a showroom with a box.
Online Return Process (Step-by-Step)
For purchases made via Build with Ferguson or the main website, the online return process is the fastest method.
- Log In: Sign in to your account on the Ferguson or Build with Ferguson website.
- Order History: Navigate to the "Orders" section and find the shipment containing the item you want to return.
- Request Return: Select the specific item and click the option to set up a return. You will need to select a reason for the return.
- Get Authorization: Wait for your Return Merchandise Authorization (RMA) and shipping instructions.
- Pack & Ship: Pack the item securely in its original box. Attach the provided label (or address it as instructed).
- Ship It: Drop the package off at the carrier specified in your instructions.
In-Store Returns
Important: Many Ferguson showroom locations do not accept returns physically at the counter without prior arrangement.
- Do not drive to a showroom with heavy items unless you have called ahead.
- Contact the specific showroom or your sales representative to see if they can accept the drop-off.
- If accepted, bring your proof of purchase and ID.
Returns via Customer Support
If you cannot access your order online or have a complex return (like a freight shipment):
- Call (800) 638-8875.
- Have your order number ready.
- The agent will email you a return label or schedule a pickup for large freight items.
Refund Methods & Processing Time
Once you send your item back, the refund method typically matches how you originally paid (credit card, PayPal, etc.).
- Inspection: All returns go to a warehouse for inspection. Staff will check that the item is uninstalled and includes all parts.
- Timeline: Once received and inspected, refunds generally process within 14 days. However, depending on your bank, it may take a few extra days to show up on your statement.
- Amount: You will be refunded the item price, minus return shipping costs and any applicable restocking fees. Original shipping charges are usually not refundable.
Exchange Policy
Ferguson does not have a direct "even exchange" button for online orders. The exchange policy generally works like a return and re-purchase:
- Initiate a return for the unwanted item to get your refund.
- Place a brand new order for the correct item immediately.
This is often the fastest way to get the right product, rather than waiting for the return to process before ordering again. If you received a damaged or defective item, contact customer support immediately so they can send a replacement without charging you for shipping.
Non-returnable or Restricted Items
Not everything can be sent back. To avoid a denied return, be aware of these non-returnable categories:
- Installed Items: Once you install a faucet, fan, or appliance, it is yours. Ferguson does not accept used items.
- Clearance & Liquidation: Items marked as final sale or closeout.
- Special Orders: Custom-made products or items specially ordered from a manufacturer often cannot be returned, or carry very high fees.
- Hazardous Materials: Items containing gasoline or other flammable liquids cannot be shipped back.
- Missing Packaging: Items without the original manufacturer’s box.
Similar restrictions on installed items can be found in the Ace Hardware returns policy, as safety and resale value are major factors in this industry.
Fees, Deductions & Exceptions
It is important to be prepared for potential costs when returning items. Ferguson is a B2B and B2C supplier, and their policies reflect industry standards regarding freight and handling.
- Restocking Fee: A restocking fee may apply to your return. This is common for special orders or large appliances. The amount varies but can be up to 25% depending on the manufacturer.
- Return Shipping: Unless the item is defective or Ferguson made an error, you are responsible for return shipping costs. These will be deducted from your final refund amount.
- Defective Items: If an item arrives damaged or defective, you must report it within the 90-day window (or 30 days for appliances). In these cases, restocking and shipping fees are usually waived.
Holiday & Extended Return Policies
As of 2025, Ferguson has not officially published a broad "Holiday Extension" policy (like the ones retailers such as Amazon or Target offer).
- Stick to the standard 90-day rule for general items.
- Stick to the 30-day rule for appliances.
- If you are buying gifts in November or December, verify with a sales agent if any temporary extensions apply, but do not assume they exist.
For comparison on furniture and home goods holiday policies, you might check the Ashley Furniture return policy, which also tends to stick to strict timeframes.
Customer Support & Contact Information
If you have trouble starting a return or need to report a damaged shipment, contact Ferguson directly.
- General Customer Support: (800) 638-8875
- Build with Ferguson Email: help@hostgpo.com (for Build.com related orders)
- Live Chat: Available on the Ferguson and Build with Ferguson websites during business hours.
Tip: Always take photos of damaged items immediately upon delivery. This serves as proof if you need to file a claim.
Frequently Asked Questions
Can I return items to Ferguson without a receipt?
It is difficult to process no-receipt returns at Ferguson. Because most orders are tracked digitally under an account or phone number, support can usually look up your order. If you cannot provide proof of purchase, the return may be denied.
How long does a refund from Ferguson take?
Refunds generally process within 14 days after the warehouse receives and inspects the item.
Does Ferguson charge a restocking fee?
Yes, restocking fees may apply, especially for appliances, special orders, or items returned after a certain period. Defective items usually do not incur these fees.
Can I return online orders in-store at Ferguson?
Not automatically. Many Ferguson showrooms are sales offices and do not have return processing capabilities. You must contact customer support or the specific showroom manager for approval before attempting an in-store return.
What if my item arrived damaged?
If your item is damaged, contact support immediately. You generally have up to 90 days to report defects, but reporting shipping damage (like a crushed box) should be done within 48 hours of delivery to ensure a smooth exchange policy process.
Who pays for return shipping?
The customer is typically responsible for return shipping costs unless the return is due to a Ferguson error or a verified defect.
Are special order items returnable?
Generally, no. Special orders, custom items, and "made-to-order" products are usually final sale unless the manufacturer authorizes a return, which would likely include a steep restocking fee.
What is the return window for appliances?
Appliances have a strictly limited return window of 30 days from the date of receipt. They must be uninstalled and in original packaging.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Ferguson website or with your local store. Information verified December 2025.
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