Return Policy

We want you to love your purchase. If something isn’t right, here’s how we make returns simple and stress-free.

Start a Return

Return Window

14 days from delivery

Processing Time

3–10 business days for refunds

Restocking Fee

Up to 50% (if applicable)

Eligible Items

Uninstalled, unused, and in original packaging

Support Contact

hello@residencesupply.com

Warranty Coverage

90-day standard manufacturer warranty

Return Policy

Start a Return or Exchange

  • Initiate within 14 days of receiving your order.
  • Item must be in original condition and packaging.
  • Non‑returnable: custom finishes, cut lengths, and installed items.

How to Get the Return Label

  • You will generate your own label or ship the product at your local post office to your designated return address given to you via email.
  • If you product is covered by warranty or defect, we will send you a return label.
  • Clients are responsible for bearing the return label cost unless the product is covered under warranty or defect.

Keep original packaging whenever possible to reduce transit damage.

Damages & Issues

  • Initiate a return/exchange here and mark item as damaged.
  • If you are past the 30-day return period, your damage will not be covered unless you have purchased extended warranty.
  • We’ll assess the photos/videos of the issue and offer a replacement or component.

Custom Products

Made‑to‑order items and special finishes are final sale. We’re unable to accept returns unless the item arrives damaged or defective.

Refunds

  • Once received and approved, refunds are issued within 3–10 business days.
  • Original shipping fees are non‑refundable.
  • Refunds go to the original payment method.

Restocking Fees

All merchandise returns not due to manufacturer defect are subject to a restocking fee of up to 50%. You may also be subject to fees if our return policy are not followed.

Open-Box Items

Items purchased as open box are non-refundable and non-returnable. If the product has missing items, the spares can be provided.

Standard Warranty

All fixtures come with a warranty for manufacture defects up to 30 days. Contact us with evidence for replacement. Extended warranties are available.

Extended Warranty

Extended warranty covers 12, 36, or 60 months periods for your product. We ship a free instant replacement to ensure your business/home has no downtime. Includes accident protection, manufacture protection, and component protection. Accident protection covers any damage that causes the product to be inoperable. Manufacturer protection resolves any manufacturer defects. Component protection ensures the body and standard components are fully warrantied should any damage happen (does not include light bulbs).


In the event of damage, contact our customer support team and we will send you a replacement.

Cancellations

Order cancellations must be done prior to the order being shipped. To cancel your order, please send an email to returns@residencesupply.com urgently.
Once an order has been shipped (usually 1-2 days after order placed), we can no longer cancel your order. You must receive the items and request a return via our return portal here.

Failure to Accept parcel

If the customer fails to accept the parcel and it is returned back to us, the refund will be initiated once the package is received at the warehouse.

Need Help with a Return?

Our team is here to make sure your experience remains smooth and supportive. Start a return or message us directly for guidance.

Start a Return
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