Return Policy

We want you to love your purchase. If something isn’t right, we’re here to help. This Return Policy explains how returns, exchanges, cancellations, and refunds work for purchases made through Residence Supply (“Residence Supply,” “we,” “us,” or “our”).

This Return Policy is incorporated into our Terms & Conditions and should be read together with our Warranty Policy (for defects, damage, and warranty claims).

1. Quick Summary

Return Window:
Requests must be initiated within 30 days of delivery

Refund Processing Time:
Typically 3–10 business days after the returned item is received and inspected

Restocking Fee (Non-Defective Returns):
A restocking fee may apply based on item condition and handling requirements (see details below)

Restocking Fee Breakdown:

• 5% — Returned in excellent condition, unused, uninstalled, and in original packaging

• 15% — Returned without original packaging, missing parts, or showing signs of handling or use

• Up to 30% (maximum) — Returned in non-resalable condition due to damage, excessive wear, alteration, or missing components

Items returned in a condition outside of the categories above may not be eligible for a refund. In such cases, store credit may be issued based on the condition of the returned item and the original order value, where appropriate and permitted by law.

Eligible Items:
Unused, uninstalled, and returned in original packaging in resalable condition

Support Email:
help@residencesupply.com

Warranty Coverage:
1-year standard limited warranty (see Warranty Policy for details)

2. Start a Return or Exchange

Return or exchange requests must be initiated within 30 days of delivery.

To be eligible for return or exchange, items must:

• Be unused and uninstalled

• Be returned in their original packaging

• Include all original parts, accessories, and components

• Be returned in resalable condition, as determined after inspection

Products may be tested prior to final installation, provided they have not been permanently installed, altered, or damaged and remain in resalable condition.

If you need assistance initiating a return or exchange, please contact help@residencesupply.com.

3. Non-Returnable / Final Sale Items

The following items are final sale and not eligible for return or exchange, except where required by law or where covered as a verified defect under our Warranty Policy:

• Custom finishes

• Made-to-order or custom products

• Cut-to-length items

• Installed items

• Open-box items

• Any item returned used, damaged, missing parts, or not in original packaging, as determined upon inspection

If a final-sale or custom item arrives damaged or defective, it must be handled as a Warranty Policy claim, and eligible remedies will be reviewed in accordance with that policy.

4. Return Shipping & Labels

4.1 Standard Returns (Non-Defective)

For standard, non-defective returns:

• Customers are responsible for return shipping costs

• Customers may use their own carrier

• Return instructions and the designated return address will be provided by email once the return is approved

4.2 Defective / Warranty-Eligible Returns

If your product is defective or covered by warranty:

• A claim must be submitted and approved under our Warranty Policy

• If approved, we may provide a return label or alternative resolution depending on the product category and claim type

5. Return Shipping Timeframes (Strict)

To ensure consistent processing, the following timelines apply:

Standard Items

• Must be shipped within 5–6 business days of return approval

• Must be received within 15–20 days of approval

Large / Oversized Items

• Must be shipped within 5–10 business days

• Must be received within 30 days

Returns that do not meet these timelines may be denied or subject to additional handling or restocking fees.

6. Damages, Defects & Warranty Claims (Not Standard Returns)

Items that arrive damaged, defective, or malfunctioning are handled under our Warranty Policy, not as standard returns.

Approved remedies may include:

• Replacement parts

• Product replacement

• Partial refund

• Full refund

Remedies are determined based on documented evaluation, order status, and applicable law.

Prompt reporting and clear photos or videos (including packaging) are strongly recommended.

Residence Supply does not reimburse labor or installation costs related to returns, exchanges, or warranty claims. See Terms & Conditions §24 (Product Safety, Care & Installation).

7. Packaging Requirement

Please retain original packaging whenever possible. Packaging reduces transit damage risk and may be required for inspection or warranty evaluation.

Packaging requirements for shipping-damage claims are governed by the Warranty Policy.

8. Restocking Fees (Non-Defective Returns)

Non-defective returns may be subject to a restocking fee of up to 30%, depending on:

• Item condition upon return

• Packaging condition

• Signs of use or installation

• Missing parts or accessories

• Damage incurred during return transit

• Handling complexity (including large or oversized items)

Any applicable restocking fee will be disclosed during the return authorization process prior to shipment.

9. Refunds

Once your return is received and inspected:

• If approved, refunds are issued within 3–10 business days

• Refunds are issued to the original payment method

• Original shipping fees are non-refundable, unless required by law

Banks and payment providers may require additional time to post the refund.

10. Exchanges

Exchanges are subject to:

• Eligibility under this Return Policy (for standard exchanges), or

• Eligibility under the Warranty Policy (for defective or damaged items)

Depending on product availability, some exchange requests may be processed as returns and refunds.

11. Open-Box Items

Open-box items are final sale and not eligible for return or refund.

If parts are missing, replacement parts may be provided where available, at our discretion.

12. Cancellations

Orders may only be canceled prior to shipment.

To request a cancellation, email help@residencesupply.com as soon as possible. If an order has already entered processing or shipment (often within 1–2 business days), it cannot be canceled and must be handled through the return process if eligible.

13. Refused or Unclaimed Parcels (“Return to Sender”)

If a delivery is refused, unclaimed, or returned as undeliverable:

• Any refund will be processed after the item is received and inspected

• Refunds may be reduced by applicable shipping costs, restocking fees, or handling fees, where permitted by law

14. Contact

For return support or questions, contact:
📧 help@residencesupply.com