Cancellation & Refund Policy:
At The Home Upgrade, we take pride in offering one of the industry's best return policies. You can cancel your order free of charge at any time before it has shipped, with some exceptions for custom-made orders. For cancellations, please contact us at 469-809-4999 or email support @ thehomeupgrade.com.
Cancellations (Before Order Ships):
If you need to cancel an order, please contact us as within 24 hours so that we can process a full refund before your order is shipped from the warehouse. You can reach our agents during business hours at (469) 809-4999, through the chat in the bottom right, or by emailing support@thehomeupgrade.com at any time.
Cancellations of Custom Orders:
Custom or made-to-order products cannot be cancelled or refunded, as these products are specifically produced for your order. These units are custom made according to your specifications or created once you place your order. Your warranty ensures that you receive a fully functional and operational product. If you are unsure whether your order is custom or made-to-order, please message or call us for clarification. All sales are final for custom-made and made-to-order products.
Refunds and Returns:
If you need to exchange your product, you may do so, but please note that you, as the customer, are responsible for any shipping costs incurred during the returns and exchange process. Please be aware that not all orders are eligible for return once they have shipped, as we source our products directly from manufacturers. Therefore, if the manufacturer does not permit us to return a product, we are unable to offer you a return. This policy may vary on a case-by-case basis, so please reach out to us for specific information regarding your brand and/or product. Due to the increasing costs of LTL/freight shipping, outright returns will be subject to a 25% cancellation fee plus return shipping costs. However, if you are replacing the product with something else, we may be able to assist with covering some of the costs, depending on the product.
Shipping Times:
We strive to deliver your order as quickly as possible. Estimated shipping times provided on the product pages are based on information from our suppliers and freight companies, but these estimates may change or vary without notice due to factors such as supply chain issues, delays in steel mills, manufacturing delays due to mills, high demand on shipping, factory/warehouse and dock workers, and so on).
Order delays are beyond The Home Upgrade's control and have proven to be unavoidable. We understand that this may be frustrating, and we kindly ask for your patience and understanding during these challenging times. We appreciate your business and value your patience.
