- Table of contents
- Returns & Refunds
- Missing Items
- Cancellations
- Freight Forwarders
- Warranty Information
Returns & Refunds
Need to make a return?
We accept returns for most items within 30 days of delivery! If you’re returning a damaged item that was delivered via freight (such as a sofa or bathroom vanity), your return must be initiated within 5 days of the date of delivery.
How to Return an Item
To initiate a return, please visit the Your Orders page on your Houzz profile, select the "Return or Replace Item" button for the appropriate order, and follow the instructions. Note: If you checked out as a guest and don’t have a Houzz account, you’ll need to create one with the same email address you used to purchase your item. Click here for more details.
Standard Return Requirements
- All returns must be in unused condition and include all original product inserts and accessories.
- Items must be returned in original packaging (unless your order was delivered with White Glove Service, in which case the packaging may have been discarded during delivery).
- Returns must also be in disassembled condition, if the item(s) were originally delivered disassembled.
There are a few items that may not be returned:
- Items marked "non-returnable" on the product page or during the checkout process (such as custom-made items);
- Gift cards; or
- Any items shipped to Canada
Standard Return Shipping Costs
Unless your product arrives damaged/defective, is the incorrect item, or is missing parts, applicable shipping costs will be deducted from your return. If Houzz or the Seller provides a shipping label for your return, the cost of the label will be deducted from your final refund. If using your own return label, we recommend you insure the shipment and keep your tracking receipt. The return shipping costs can vary depending on the location of the return, size and weight of the item and selected return method.
Returns for Damaged/Defective, Incorrect, or Missing Items
If you receive a product in damaged condition, please initiate the return process promptly. Houzz or the Seller will be responsible for any return shipping costs and you may request a full refund, replacement, or replacement parts. For damages, our return policy requires you to initiate your return request within 30 days of delivery for standard delivery items (i.e. items that ship via FedEx, UPS, USPS) or within 5 days of delivery for items that ship via freight carrier (such as sofas and bathroom vanities). For all other issues, such as defective, incorrect, or missing parts, please initiate your return within 30 days of delivery. You will also be required to submit photos of the damaged product and return it in its original packaging. If the product arrives disassembled, it must also be returned disassembled.
Refund Details & Timing
- Refunds will be issued for the price of the product and applicable sales tax, minus any return shipping costs.
- Refunds will be issued to the original method of payment shortly after Houzz or the Seller receives, inspects, and processes the returned item. Once the refund is processed, please allow up to 3-5 business days for refunds to post to your account. If we are unable to refund the original method of payment, Houzz will provide you with a credit to the Houzz marketplace for the amount of the refund due to you, which may only be used for purchases on the Houzz marketplace.
- All refunds are processed in US dollars in accordance with the current exchange rate from the date the refund is processed.
Missing Items
If you did not receive your order, please contact Houzz or the Seller within 30 days by clicking on the “Contact Houzz” or “Contact Seller” button on the Your Orders page so we can assist.
Please note, neither Houzz nor the Seller is responsible for packages that may have gone missing post-delivery. This includes freight items that may have been delivered with a contactless service where no signature or appointment is required. We highly recommend monitoring your tracking information and reporting any issues with a delivery as soon as possible.
Cancellations
We can only guarantee cancellation within 30 minutes after placing the order.
You can cancel an order within 30 minutes by going to Your Orders page and selecting the "Cancel Order" button for the order. Note that the option to cancel will only appear for 30 minutes after you place an order. After that point, the order will be processed for delivery to you.
If the cancellation button is not available, contact Houzz Customer Support by clicking the "Contact Houzz" or “Contact Seller” button on the Your Orders page and we will try our best to assist. In the event an order cannot be canceled, we can assist with a standard return in which case you are responsible for return shipping fees if the order has already been shipped to you.
Freight Forwarders
If you decide to use your own freight forwarder to ship an item or if you export an item outside the United States yourself or through another carrier, then Houzz will not be responsible for providing any replacement or refund for any damaged or defective items. You should not list Houzz on any export documentation under any circumstances.
Warranty Information
Some products may be covered by a manufacturer's warranty. Houzz may offer additional warranty coverage for purchase through a third party provider for certain products. This warranty is for residential use only. Please contact the Seller of the item or the third party provider to learn more about its warranty coverage and any applicable terms that may apply.