At Home Luxury USA, we believe in making your shopping experience as smooth as possible. We offer free shipping on all orders and a hassle-free return process to give you peace of mind when purchasing from us. Our policy is designed to be transparent and straightforward, with clear guidelines on shipping, returns, and handling of damaged or defective items. Please review the details below to understand how we handle returns and shipping to ensure a smooth, stress-free process.
1. Shipping Policy
1.1 Shipping Destinations
We currently ship to the lower 48 U.S. states. Unfortunately, we do not offer shipping to Alaska, Hawaii, or other international locations at this time.
1.2 Shipping Methods
- Standard Freight (LTL): Large items are shipped via Less-Than-Truckload (LTL) freight, with delivery typically taking 7-10 business days from the time of shipment.
- Expedited Shipping (if applicable/available): In the future, we may offer expedited shipping options. When available, these options will be displayed at checkout for eligible products.
Carrier Information: Carriers are selected based on freight costs and availability, and may vary depending on the item and delivery location. Once your order ships, we’ll provide you with tracking information so you can monitor the status of your delivery.
1.3 Free Shipping on All Orders
Home Luxury USA provides free shipping on all orders to the lower 48 states. Free shipping applies only to the initial delivery of the item and does not cover return shipping in cases of buyer’s remorse.
1.4 Order Processing Time
Orders are typically processed within 24-48 hours of order placement. After processing, delivery typically takes between 7-10 business days, depending on the delivery location. You will receive a notification once your order has shipped, including tracking information.
1.5 Shipping Delays
While we make every effort to ensure timely delivery, Home Luxury USA is not responsible for delays caused by carriers, weather, or other unforeseen circumstances. We will notify you of any significant delays as soon as we are made aware.
1.6 Delayed or Lost Shipments
If your shipment is delayed or lost in transit, please contact us. We will work with the carrier to resolve the issue. Resolution times will vary based on the carrier’s policies.
2. Return Policy
2.1 Return Eligibility
We offer a 30-day return policy for eligible items. To qualify for a return:
- Item must be in unused, unopened, original condition with all original packaging to include the skid if applicable.
- Some products are not eligible for returns unless they arrive damaged or defective. This will be noted on the product page when applicable.
Returns requested beyond the 30-day window will not be accepted for any reason. After 30 days, the manufacturer’s warranty (if applicable) will govern defective products.
2.2 Buyer’s Remorse Returns
For buyer’s remorse returns (i.e., when the customer simply changes their mind), the customer is responsible for both the cost of return shipping and a restocking fee.
- Restocking Fee: The restocking fee will range from 20-25% of the purchase price, depending on the size, weight, and reprocessing needs of the product. The specific restocking fee will be calculated and communicated at the time the return request is made.
Why a Restocking Fee?
Larger products, such as fireplaces and bathroom vanities, require more work to inspect, reprocess, and store when returned. These fees help cover the costs charged by our suppliers to ensure quality control is maintained.
2.3 Damaged or Defective Products
If your item arrives damaged or defective, Home Luxury USA will cover the cost of return shipping, and no restocking fees will apply. To ensure your issue is addressed promptly, please follow the guidelines below:
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Visible Damage Upon Delivery:
If there is visible damage to the item at the time of delivery, you must annotate the damage on the delivery receipt and take clear photos. Failure to do so may impact your ability to return the item. -
Hidden Damage or Defects:
If damage is discovered after the package is opened, you must take photos of the damaged item and report it to us within 24 hours of delivery.
Once reported, you will be eligible for either:
- A full refund, including shipping costs, or
- A replacement item if available.
Note: If we are not notified of damage or defects within 24 hours of delivery, we may deny the return or exchange request.
2.4 Return Process
To initiate a return, contact our customer service team at support@homeluxuryusa.com within 30 days of receiving your order. Upon approval, we will provide return instructions and a prepaid shipping label if applicable.
- Once your return is received and inspected, you will be notified of the status of your refund or replacement.
2.5 Return Shipping and Restocking Fees
For buyer’s remorse returns, customers are responsible for the following:
- Return Shipping: The cost of return shipping will be deducted from your refund.
- Restocking Fee: A 20-25% restocking fee will be applied, depending on the item’s size, weight, and processing needs.
There are no restocking fees or return shipping charges for items that arrive damaged or defective, provided you notify us within 24 hours of delivery.
2.6 Non-Returnable Items
Certain products are not eligible for return unless they arrive damaged or defective. These include:
- Custom or made-to-order items
- Clearance or final sale items
- Personal care items
2.7 Condition of Returned Items
Items being returned must be unused, undamaged, and in their original packaging. Any item returned with signs of use, wear, or damage may not be eligible for a refund, or may be subject to a higher restocking fee. Items must include all original accessories, manuals, and components.
2.8 Refused Delivery
If a customer refuses delivery of a package for any reason other than visible damage, it will be treated as a buyer’s remorse return. The customer will be responsible for the cost of return shipping and applicable restocking fees.
3. Refund Policy
3.1 Refund Process
Refunds will be issued to the original payment method within 10-15 business days after we have received and inspected the returned item. Please note that banks and payment processors may take additional time to reflect the refund in your account.
3.2 Refund Deductions for Buyer’s Remorse Returns
For buyer’s remorse returns, the following deductions will apply:
- Return Shipping Costs: The cost of return shipping will be deducted from the refund amount.
- Restocking Fee: A 20-25% restocking fee will also be deducted from the refund amount.
3.3 Refunds for Damaged/Defective Items
For damaged or defective items, Home Luxury USA will issue a full refund, including all shipping costs, once the damage or defect has been confirmed and processed.
Note: In some cases, instead of issuing a refund, we may offer to send replacement parts if we determine that to be the most appropriate solution based on the nature of the defect. This option will be discussed with the customer on a case-by-case basis to ensure the best resolution.
4. Damaged or Defective Items
4.1 Reporting Damages or Defects
At Home Luxury USA, we take every precaution to ensure that your products arrive in perfect condition. However, if your item arrives damaged or defective, it is important to follow the steps outlined below to ensure a smooth and timely resolution.
4.1.1 Visible Damage Upon Delivery
If there is visible damage to the packaging or the item at the time of delivery, the following steps must be taken immediately:
- Inspect the Item Before Signing: Before signing the delivery receipt, carefully inspect the item for any visible damage, dents, scratches, or other defects.
- Annotate the Delivery Receipt: If any damage is found, make a note of the damage on the delivery receipt before signing it. Failing to note damage may affect your ability to claim a return or replacement later. Be as specific as possible when describing the damage (e.g., "large dent on the left side of the box" or "packaging torn open").
- Photograph the Damage: Take clear photos of the damage to the product and the packaging, both close-up and from a distance. This visual evidence will help expedite the return or exchange process.
- Notify Us Immediately: Contact Home Luxury USA customer service within 24 hours of delivery at support@homeluxuryusa.com to report the damage. Be sure to include the photos and a copy of the annotated delivery receipt in your email.
Failure to annotate the delivery receipt and provide photographic evidence may result in delays or denial of your claim.
4.1.2 Hidden Damage or Defects Discovered After Delivery
If no damage is visible at the time of delivery but you discover hidden damage or defects after unboxing the item, follow these steps:
- Inspect the Item Immediately After Delivery: Upon receiving your package, we strongly recommend that you open and inspect the item as soon as possible, even if there is no visible damage to the packaging. This will ensure that any hidden damage or defects are discovered promptly.
- Document the Damage: Take clear photos of the hidden damage or defect from multiple angles. If possible, take pictures of the packaging as well to show that the damage may not have been apparent at first glance.
- Report the Damage Within 24 Hours: Contact us within 24 hours of delivery to report the issue at support@homeluxuryusa.com. Include your order number, a detailed description of the issue, and photos of the damage or defect.
We will work with you to resolve the issue, either through a replacement, refund, or sending replacement parts (see Section 4.3). However, please note that any claims for hidden damage reported beyond the 24-hour window may not be honored, as delays in reporting make it difficult for us to file claims with our carriers and suppliers.
4.1.3 Importance of Prompt Reporting
Prompt reporting is essential for us to process claims with our shipping partners and suppliers. Claims for damage or defects must be filed within 24 hours of delivery, regardless of whether the damage was visible upon receipt or discovered later. Home Luxury USA reserves the right to deny any damage claims filed after this window.
Failure to report damages or defects within the specified timeframe or failure to provide proper documentation (photos, delivery receipt annotations, etc.) may result in the denial of a return, replacement, or refund.
4.2 Return or Exchange Options
Once the damage or defect is verified, you will have the option to:
- Receive a full refund, including shipping costs.
- Request a replacement item, if available.
Failure to report damage within the 24-hour window may result in denial of a refund or exchange.
4.3 Handling Manufacturer Defects Post-30 Days
If your product becomes defective after 30 days of receipt, please refer to the manufacturer’s warranty. Home Luxury USA is not responsible for handling returns or exchanges for manufacturer defects beyond the 30-day return window.
4.4 Manufacturer Warranty Disclaimer
Some products sold by Home Luxury USA come with a manufacturer’s warranty. This warranty is provided directly by the manufacturer, and Home Luxury USA is not responsible for servicing or handling any warranty claims. Please refer to the manufacturer's warranty documentation for further details.
5. Cancellations
5.1 Order Cancellation
Orders may be canceled before they have shipped for a full refund. If the order has already shipped, the standard return process applies, and the customer will be responsible for the cost of return shipping and the applicable restocking fee.
6. Contact Information
For any questions or concerns regarding shipping, returns, or cancellations, please contact our customer service team:
Home Luxury USA
Phone: 1-833-374-6446
Email: support@homeluxuryusa.com