Houzz Return Policy
When you shop on Houzz, you can purchase items sold directly by Houzz or by third-party sellers who list their products for sale on our marketplace. In either case, our goal is to provide you with an outstanding customer experience every time you shop with us. This Return Policy covers all items purchased through Houzz.com. It's designed to give you confidence that we stand behind the products on our marketplace and to make returns easy if you're not fully satisfied with an item for any reason. You should review these terms carefully before making any purchase.
If you're not satisfied with an item that you purchased on Houzz, you can initiate a return within 30 days after delivery for a refund, as long as the item is in its original condition and packaging. Items that have been used or modified in any way may not be returned.
To return an item, visit the Your Orders page, select the "Return or Replace Item" button for the appropriate order and follow the instructions. You will be responsible for return shipping costs (except in instances where the item arrived damaged or defective). Note that the option to initiate a return will only appear for 30 days after delivery.
We recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are never received.
The following items may not be returned:
- Items marked as final sale or "non-returnable" on the product page or during the checkout process;
- Gift cards; or
- Any items sold directly by Houzz and shipped to Canada.
Damaged and Defective Items
In the unlikely event that an item you ordered arrives damaged or is defective, you may return the item (and any related items from the order) 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 or USPS). You will not be responsible for the shipping costs to return or replace the item (and any related items from the order).
Important Note About Deliveries by Freight or White Glove Services: 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 of the item (and any related items in the order). 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 should take pictures of the damage and 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.
Important Note About 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 documentations.
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. The seller of the item may require you to submit photographs of the damage or defect. The seller may also ask you to submit photographs of the original packaging if it was damaged. You are not required to keep the original packaging to return a damaged or defective item, but submitting a photo of the original packaging could help expedite your return if the item was damaged in transit. 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 (parcel or freight) listed on your shipment confirmation email.
If you choose to get a refund for an eligible returned, damaged or defective item (as specified above), you'll be refunded the purchase price and applicable sales tax. For damaged or defective items, you will also receive a refund for any amount you may have paid through Houzz to have the item shipped to you. For items that were not damaged or defective, the return shipping costs will be deducted from the amount of the refund due to you, if you use a return shipping label provided by Houzz or the seller.
Refunds will be issued to the original method of payment shortly after Houzz or the seller (as the case may be) 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.
If your order is missing any items or parts, please notify us as soon as possible and no later than 30 days after delivery. If the item was sold by Houzz, you should contact Houzz Customer Support by clicking the "Contact Houzz" button on the Your Orders page. If the item was sold by a third-party seller, you should contact the seller directly by clicking the "Contact Seller" button. That way, the right person can help you resolve the issues as quickly as possible.
You may cancel an order within 30 minutes after placing the order by visiting the 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 you would like to cancel an order after 30 minutes, visit: https://support.houzz.com/hc/en-us/requests/new to request a cancellation. Please note that we cannot guarantee that your order can be canceled after 30 minutes, but we'll try our best to help.
Some products may be covered by a manufacturer’s warranty. Please contact the seller of the item to learn more about its warranty coverage.
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