My item arrived damaged/defective.

In the unlikely event that an item you ordered arrives damaged or is defective, you may return it for a replacement or a full refund, as long as you report the issue within 30 days after delivery of the item and it was shipped by a parcel carrier (for example, if it was delivered by UPS, USPS or FedEx). You will not be responsible for the shipping costs to return or replace the item.

If the damaged item was shipped through a freight carrier or white glove service, then you must report the issue within 5 days after delivery to be eligible for a replacement or refund. It’s critical to report the issue within that time period so that a claim can be filed with the carrier. We encourage you to inspect the packaging of the item before you accept the item from the carrier. If the packaging or the item appears damaged when it arrives, you may inform the carrier and refuse delivery. In that case, please report the issue and you can choose to receive a replacement or a refund.

To report an issue with an item, please visit the Your Orders page, select the "Return or Replace Item" button for the order and follow the instructions. You will be required to submit photos of the damage or defect. Note that the option to report damage or a defect may only appear for 30 days after delivery for items shipped by parcel and for 5 days after delivery for items shipped through a freight carrier or white glove service. You can find the type of delivery (e.g., parcel or freight) listed on your shipment confirmation email.

 

If the item you’re returning was sold by Houzz, you will be refunded the purchase price, applicable sales tax and any amount you may have paid for shipping. The refund will be issued to the card used to purchase the item shortly after Houzz receives and processes the eligible item. If the item was sold by a third-party seller on our marketplace, you will be refunded the purchase price, applicable sales tax and any amount you may have paid for shipping. The refund will be issued to the card used to purchase the item shortly after the seller receives and processes the eligible item. If we are unable to refund the original method of payment, Houzz will provide you with store credit for the amount of the refund due to you, which may be used for purchases on Houzz.com.

You will receive an email confirmation that your request has been submitted. Houzz or the seller will follow up in 3 business days with next steps on your replacement.

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