Returns & Exchanges
Cancellation Policy:
We will process your order within 24 hours as soon as we receive the order. If you want to cancel your order, please contact us via info@resthouse.online.
If you wish to cancel your order beyond 24 hours, you will be subject to a 20% restocking fee. This fee will be deducted from the total cost of the order.
We will try our best to meet your needs. However, if the products you ordered have already been shipped out, then your order cannot be canceled.
Before installing or using the products, please double check the following when it arrives:
- Scan the box for damage.
- Make sure the product name and model number match your order confirmation.
- Remove the packaging and inspect the items.
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.
Return Policy:
We value customer experience above all. If you are not entirely satisfied with your purchase, we're here to help.
Please contact our customer care with any questions about damaged or defective products within 3 days of receipt. We will work with you to find a suitable replacement, issue a refund or a store credit.
All products must be new, unused and with the original packaging to be accepted.
Not all products in the store will be available for refund.
Our lighting fixtures that require hardwiring are non-returnable and not available for exchange. Please make sure you have the correct measurements before placing your order. We can help providing any information needed to ensure you will receive the correct item. If by any case you received incorrect or damaged merchandise, we will replace with no extra cost.
Please review our full return policy, before starting the return process (shipping costs may apply to the customer).
- If the product you ordered was delivered with a manufacturing defect, please contact us as soon as possible and we will resend it or part of it for you.
- A missing part of your package: If you receive a quantity of products that is less than your order, please contact us in time. We will send you a replacement for the missing items as soon as we confirm it.
- If your package was damaged during packaging or shipping, please provide the appropriate photos. After our team has checked and approved your package, we will resend it or the damaged part to you.
- Please ensure that the photos you submit are not blurry or obscured. Providing high-quality photos will help us resolve your issue as quickly and efficiently as possible.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
We can accept your return, but not for free for any reason. If there is something wrong with the quality of our products, we sent it wrongly or missed it, we will replace the products/part of them.
We will not provide return service for the following non-merchant reasons:
- Wrong size: Our sizes and measurements are clearly marked on the product pages, please follow the product description to purchase. If you don’t understand, please contact our customer service.
- No longer needed after you received it.
- Don’t like it due to personal reasons.
- Due to the incorrect delivery address or zip code you provided, the product can not be delivered in time.
- Other non-merchant reasons.
Exchanges:
We only replace items if they are defective or damaged. If you need to exchange an item for a different color/variant/size, please contact us via email: info@resthouse.online
For exchanges, you will need to return the original item received, once received in our return center our team will contact you for further processing.
For any questions or help, you are welcome to contact us via email: info@resthouse.online
