If you're not satisfied with an item that you purchased on Welland, you can initiate a return within 30 days after delivery for a refund, if the item is in its original condition and packaging. Items that have been used or modified in any way may not be returned. Please see the next section if the item arrived damaged or defective; different terms may apply.
To return an item, visit the Your Orders page, email: email@example.com. You will be responsible for the return shipping costs (even if you use a return shipping label provided by Welland), 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.
If you send the item back without a label from Welland, we recommend ensuring 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 shipped to Canada and sold directly by Welland.
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 other items from that order if they are part of a set) for a replacement or a full refund, as long as you report the issue within the following timeframes:
For items Shipped by Parcel Carriers (such as FedEx, UPS or USPS):
Damaged and Defective Items: 30 days after delivery
For Items Shipped by Freight Carriers (including White Glove Service):
Damaged Items: 5 days after delivery. It’s critical to report the issue within that time period so that a claim can be filed with the carrier.
Defective Items: 30 days after delivery.
You can find the type of delivery (parcel or freight) for your item listed on your shipment confirmation email.
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 within the applicable timeframe listed above and you can choose to receive a replacement or a refund.
To report an issue with an item, please visit the Your Orders page and email us. You may be required to submit photographs of the damaged or defective product and its packaging (the original packaging is required to facilitate a return unless it was damaged in transit and is unusable).
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 documentation.
If you choose to get a refund for eligible items, you'll be refunded the purchase price and applicable sales tax. For damaged or defective items (and any other items from that order if they are part of a set), you will also receive a refund for any amount you may have paid through Welland to have the item shipped to you. For items that were not damaged or defective, you will be responsible for the return shipping costs (whether the item was shipped by parcel or freight); if you use a return shipping label provided by Welland, the shipping costs will be deducted from the amount of the refund due to you.
Refunds will be issued to the original method of payment shortly after Welland (as the case may be) receives and processes the eligible item. If we are unable to refund the original method of payment, Welland will provide you with store credit for the refund due to you, which may only be used for purchases on wellandstore.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 Welland, you should contact Welland Customer Support by clicking the "Contact Us" button on the Your Orders page. 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, you should contact Welland Customer Support by clicking the "Contact Us" button on the Your Orders page. 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.