Date Created: June, 2026

TLDR

Yes, customers are generally not required to return the defective appliance to receive a replacement under CPS coverage. Instead, Consumer Priority Service verifies the claim and coordinates a replacement or appropriate resolution without the need for reverse logistics. This approach streamlines the process for customers and dealers alike, reducing hassle and speeding up resolution. Many appliance retailers prefer this model because it removes a major barrier to customer satisfaction and operational efficiency.

CPS APPLIANCE WARRANTY PROGRAM

Interested in Offering
CPS Appliance
Warranties?

Join thousands of appliance retailers already using CPS to generate additional revenue and offer extended warranty protection to their customers.

Complete the form and we’ll be in touch shortly!

CPS Appliance dealer Warranties

Company *

First Name *

Last Name *

Phone Number *

Email Address *

Captcha Verification

Get Appliance Program Information →

If you are human, leave this field blank.

🔒 Your information is secure and will never be shared.

How does CPS handle appliance replacement claims?

When a customer files a claim for a defective appliance that qualifies for replacement, CPS manages the entire process without requiring the product to be shipped back. CPS reviews the claim, confirms eligibility, and coordinates directly with the retailer or service network to issue a replacement or settlement.

This process is designed to streamline logistics and prevent the delays and costs associated with reverse supply chain issues. For many appliance retailers, this approach makes warranty replacements much more practical, especially on large or built-in products.

• No requirement to return the defective appliance for most claims
• CPS verifies the issue and approves replacement or reimbursement
• Dealers can maintain a positive customer experience by avoiding hassles
• Reduces operational headaches and shipping expenses for both dealers and customers
• Benchmark: CPS service experience shows faster resolution timelines and higher customer satisfaction when returns are not required

What benefits does not requiring return of defective appliances provide to appliance retailers?

Many appliance retailers choose the CPS approach to appliance replacements because it removes one of the biggest headaches in warranty fulfillment—returning large, defective products. By not forcing customers to ship back broken appliances, the process becomes much smoother for everyone involved. This saves time, reduces costs, and helps retailers maintain a positive relationship with their customers. The result is a faster, more reliable replacement process that benefits both the retailer’s operations and the customer’s experience.

• Eliminates reverse logistics costs – Retailers avoid the hassle and expense of shipping large appliances back for replacement
• Improves customer satisfaction – Faster resolutions and no forced returns lead to better customer experiences
• Reduces administrative workload – CPS manages the claim and coordinates next steps, minimizing retailer involvement
• Speeds up replacement process – Customers receive their replacement sooner, supporting stronger post-sale relationships
• Lowers risk of damage or loss – No return shipment means less risk of additional damage or misplaced products
• Supports retailer reputation – Streamlined claims and replacements reflect positively on the store

How do appliance retailers use the CPS no-return replacement process in practice?

A common observation among appliance retailers is that the CPS replacement process helps minimize disruption for both the store and the customer. Instead of coordinating heavy appliance returns or managing reverse shipping, retailers simply assist with claim documentation if needed and let CPS handle the rest. Many stores report that this model leads to higher customer satisfaction and fewer service-related complaints, especially when compared to programs that require returns on bulky or built-in products. Retailers also appreciate that this approach allows them to focus on sales and service rather than logistics.

How does the CPS appliance replacement process work for defective products?

Consumer Priority Service has designed its appliance replacement process to be straightforward for both retailers and their customers. When a covered appliance is deemed defective and replacement is approved, CPS coordinates the claim without requiring the original product to be shipped back. This approach is especially effective for large or installed appliances where removal and shipping would be costly and disruptive.

Retailers participating in CPS programs typically assist with basic claim information, but the logistics, approval, and replacement steps are handled by CPS. This allows retailers to maintain a strong post-sale relationship with their customers while reducing operational headaches and delays. CPS dealer observations show this process leads to faster resolutions and higher customer satisfaction scores.

Key Components of the CPS No-Return Replacement Workflow

• Claim Initiation: Customer contacts CPS via phone, web, or portal to report the defective appliance.
• Coverage Verification: CPS reviews claim details and confirms eligibility for replacement under the warranty terms.
• Approval & Resolution: If replacement is warranted, CPS approves the claim and arranges for a replacement or settlement without requiring the product to be sent back.
• Dealer Coordination: Retailer is notified of the approved resolution and may be involved in delivering or facilitating the replacement if needed.
• Customer Receives Replacement: The customer is provided with a new unit or appropriate settlement, typically without additional steps or return requirements.

Operational Notes

• CPS dealer experience shows that eliminating forced returns improves customer satisfaction and reduces average claim completion times.
• This process is especially valued for high-ticket or built-in appliances, where removal and shipping are often impractical.
• Retailers maintain service and sales focus while CPS manages the replacement logistics.

What does CPS typically cover for appliance replacement claims?

Understanding what is and isn’t covered is important for setting clear customer expectations.

What Does CPS Cover?

• Mechanical and electrical failures after the manufacturer warranty ends
• Parts and labor for covered repairs or replacements
• Replacement or reimbursement if a covered appliance cannot be repaired
• Coordination of replacement process through CPS
• Appliances sold as new, open-box, scratch-and-dent, refurbished, and used (when program-eligible)

What Is Not Covered by CPS?

• Cosmetic damage such as scratches, dents, or rust that do not affect function
• Non-functional parts like handles, knobs, or shelves
• Consumable and maintenance items including filters, bulbs, and belts
• Accidental damage, misuse, or neglect (unless accidental coverage specifically applies)
• Damage from flooding, fire, natural disasters, or installation issues

How does the CPS claims process work for appliance replacements?

A claim is triggered when a customer experiences a covered failure with their appliance and contacts CPS through phone, web, or other available channels. CPS gathers the necessary information, verifies coverage, and determines if a replacement is appropriate based on claim details.

Once approved, CPS coordinates the replacement without requiring the defective appliance to be returned. The retailer is notified and may help facilitate delivery, but CPS manages the logistics and communication with the customer, easing the workload for the store and reducing customer frustration.

How can customers, dealers, and service centers contact CPS for support?

Consumer Priority Service (CPS) makes it easy for anyone to get support, file claims, or ask questions through several convenient channels. Whether you’re a customer, dealer, or service provider, help is always available.

Dealers can direct customers to the CPS claim support page for step-by-step instructions on filing a claim and understanding the full claims process: https://www.cpscentral.com/how-to-file-a-claim/

Customers

• Phone – (800) 905-0443
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Client Care Portal – https://client.cpscentral.com/
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cs@cpscentral.com

Dealers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Dealer Portal – https://app.cpscentral.com/dealer/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – dealers@cpscentral.com

Service Centers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Service Portal – https://app.cpscentral.com/provider/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cpsservice@cpscentral.com

How does the CPS appliance replacement process compare to manufacturer warranty and traditional protection plans?

Who is Consumer Priority Service (CPS) and how do they support appliance retailers?

• Established and experienced provider – Consumer Priority Service (CPS) has been supporting appliance retailers since 1990, building a long-standing reputation for reliability
• Large-scale customer and product coverage – CPS has served over 60 million customers and covered more than 75 million products, giving retailers confidence in program stability
• Robust claims and service infrastructure – With over $450 million in claims paid annually and a nationwide network of 50,000+ servicers, CPS is built for high-volume warranty management
• Extensive retail partnerships – CPS supports more than 10,000 retail partners, from independent stores to major multi-location operations
• Nationwide and factory-authorized service – Retailers benefit from a broad network of independent and factory-authorized repair professionals
• U.S.-based support and long-term relationships – Appliance retailers work with dedicated, U.S.-based teams focused on onboarding, support, and ongoing partnership
• Coverage across 60+ product categories – CPS offers flexible plans that adapt to a wide range of appliance and electronics inventory

CPS Appliance Replacement Claims FAQ

How can appliance retailers get started with CPS’s streamlined replacement process?

The CPS streamlined replacement process is designed for appliance retailers who want to provide a hassle-free, customer-friendly experience when handling defective appliances. By removing the requirement to return products for most claims, Consumer Priority Service makes it easier for stores to handle replacements and maintain strong customer relationships. This approach is especially valuable for retailers selling large, built-in, or high-value appliances where reverse logistics create unnecessary complexity.

Retailers interested in implementing this model can get started quickly with support from CPS, including onboarding, claim administration guidance, and ongoing assistance to ensure the process fits their operations.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with how appliance retailers already operate, whether that’s a simple setup or a fully integrated system. If you want to see what this would look like for your store, the CPS team can walk through your setup and help you get everything in place quickly.