As a new user of Houzz, I am extremely disappointed in the return and return shipping charge policies. Upon receiving an area rug purchased though Houzz, the product was not up to the quality that I expected. I initiated a return though the Houzz site. At this point, I was given two options use a pre-printed shipping label with a cost of over $120 or decline and find alternative shipping myself. I decided to shop around and found return shipping through USPS for $96. I bit less, but still not acceptable. I then waited for a credit (stated on the Houzz site that upon receipt of product a return would be processed within 5-7 business days). Twenty days later, I had to call Houzz and find out where was my refund. Followed by a conversation with a Houzz representative, my refund was initiated with another 5-7 business day process time frame. At this point, I was also enlightened to the fact that had I called Houzz during the return process, they could have helped me with negotiating a lower shipping cost. Here is the point of my complaint: I had to follow up on the credit for my returned item, and nowhere on the return portion of the Houzz site does it state that one should call Houzz personally to negotiate shipping costs. The Houzz representative I spoke with, I believe his name was Grant, implied that I should have known this. Instead one is given two options: purchase a shipping label through Houzz or shop around yourself. So in the end, I paid too much for return shipping, I was told I should have known better, and I had to track down the return credit to my account. Not an acceptable business model. There are too many sites out there where one can purchase quality items with the assurance that should that item need to be returned, it will be done efficiently and to the ease of the customer.