General Conditions for Return Eligibility:
- Return requests generally must be initiated within 30 days from the receipt of the item. Returns will not be accepted beyond this period.
- Returns are only acceptable for products that remain uninstalled, unused, and in their original packaging, which includes the box and any pallets. Returns will not be processed if the original packaging, including the box, is not retained. Used or installed products are not eligible for return.
- A restocking fee of at least 15% will be levied on all returns.
- If a delivery fails due to incorrect shipping details or contact number provided by the customer, necessitating a return, the restocking fee outlined below will apply. For a detailed return policy for each brand, please review the section below.
In certain instances, customers may need to take on the responsibility of packaging and dispatching the items themselves, using a FedEx or a comparable delivery service.
Products that are Ineligible for Return or Exchange:
The following items may not be returned or exchanged:
- Any item that has been altered or modified in any way
- Any item that cannot be sold again due to its condition
- Any item that is not paired with its corresponding Order Number
- Any item that is not contained within its original packaging, including the box and packaging materials
- Accessories of any kind, which encompass but are not limited to: extensions for range hoods, short kits, crown moldings, trim kits, griddles, kits for propane conversion, recirculating kits, filters, brass burners, lineguards, mounts for walls, linesets, couplers, and any additional accessories.
Damaged Products:
We do our best to ensure you receive your products in excellent condition. However, should you unfortunately receive a damaged order, please undertake the following steps without delay.
- Upon delivery, if there's evident damage to the box, capture clear images of the damage, decline to accept the package, and ensure to document the damage alongside the delivery driver on the Bill of Lading or Freight Bill.
- If the box appears undamaged, proceed to inspect your item(s) as soon as you receive them from the freight carrier. Should you discover any damage to the product itself, photograph the damage and reach out to us immediately.
- Contact our Customer Support team by sending an email to sales@homewarehouse.com, including your Order Number, a description of the issue, and clear photographs of the damage. The Customer Support team will quickly address your situation.
Damage reports must be made within 24 hours of the delivery time. Any claims of damage reported after the 24-hour window will be unfortunately denied.
General Conditions on Exchanges:
- Exchanges must be initiated within 30 days following the delivery date. Beyond this timeframe, we are unable to process exchange requests.
- Exchanges will incur a minimum of a 15% restocking fee. Please consult the restocking fee details for specific brands as previously noted.
- Exchanges are only viable for products that are uninstalled, unused, and remain in the original packaging, inclusive of the box and/or pallet. Products that have been utilized or installed are not eligible for exchange.
Procedure for Exchanging Products:
- Schedule the pickup of the item(s) to be returned.
- Our warehouse team will inspect the returned product to ensure it is in new condition.
- The customer will receive a refund minus the Restocking Fee (as outlined above).
- The customer should place a new order for the item intended for exchange.
Refund Processing: Refunds are processed once your returned or exchanged item has been received, inspected, and processed by our warehouse. The refund will be issued to the original method of payment and may take at least five business days to show on your account statement.
International Shipping and Warranty Considerations: Our commitment to providing quality products is accompanied by a robust warranty for our customers. However, it is important to note that any products shipped outside of the United States, or personally transported out of the country after delivery to a domestic U.S. address, will face an immediate voiding of the warranty. The warranties we provide are tailored for the use of products within the U.S. International transit or exportation can expose the products to conditions, regulatory standards, and handling practices that could potentially undermine their performance and functionality as originally intended. To retain the warranty's validity, we advise against any international shipping or transportation of our products from within the U.S. For further inquiries or concerns about international product movements and warranty implications, you are encouraged to reach out to our customer support team before making such arrangements. We ask that you consider these factors carefully to maintain your product's warranty coverage. We are grateful for your understanding of these stipulations.