Refund policy

At Houlte, customer satisfaction is a priority. We are committed to maintaining high standards of product quality and customer service, and we will make every reasonable effort to address any concerns you may have with your purchase.If your order arrives damaged, defective, incorrect, incomplete, or otherwise qualifies for after-sales support under this policy, we will review the circumstances and provide an appropriate resolution.

1. 100-Day Return Period

If you are not satisfied with your Houlte purchase, you may request a return or exchange for an eligible item within 100 days of delivery.

All return and exchange requests are subject to review by Houlte based on this policy and the actual condition of the product.

A valid proof of purchase is required.

Please note that our 100-day return period does not mean that all returns are free of charge or accepted without conditions. For returns based on personal preference or other non-defect reasons, the product must remain in acceptable condition, show no significant signs of use or modification, and be suitable for safe return transportation.

2. Return Eligibility and Product Condition

Unopened products in their original, intact packaging are generally more likely to qualify for return.

If a product has been opened, Houlte will evaluate its condition, the completeness of its packaging, and whether it shows signs of use before approving the return.

Products with significant signs of use, scratches, stains, damage, drilling, cutting, painting, customer modifications, or damage caused by improper installation are generally not eligible for a non-defective return.

Before installing, assembling, or modifying a product, please confirm that its dimensions, color, style, and intended placement are suitable for your space.

The following items are not eligible for return, exchange, or cancellation:

• Clearance items;
• Items marked Final Sale; and
• Products damaged after delivery as a result of normal wear and tear.

3. Fees for Non-Defective Returns

If you return an item for a reason unrelated to product quality or fulfillment—for example, because you no longer like the item, selected the wrong size or color, changed your renovation plans, or no longer need the product—a 20% restocking fee will apply, provided the item otherwise qualifies for return.

The restocking fee will be deducted from your refund.

For customer-initiated, non-defective returns, the customer is also responsible for the actual cost of return transportation. The amount will depend on the carrier, shipment size, destination, and other applicable logistics conditions.

Any Freight, White Glove Delivery, premium delivery, or other special delivery service that has already been completed is non-refundable.

If the return is caused by Houlte—for example, because the product arrived damaged, the wrong item was shipped, or a manufacturing defect is confirmed after review—you will not be responsible for the return shipping cost.

4. Original Packaging and Repackaging

Please keep all original packaging materials, including cartons, foam inserts, protective materials, and shipping labels, until you have inspected the product and decided to keep it.

Whenever possible, returned products should be shipped using their original packaging and protective materials to help ensure safe transportation.

If the original packaging has been discarded or is no longer available, an additional $59 repackaging fee will apply.

If the original packaging is severely damaged or no longer provides adequate protection for return transportation, Houlte may require the product to be repackaged before it can be returned.

If inadequate packaging causes additional damage while the product is being returned, the damage may affect the amount of your refund or the item's eligibility for return.

5. Damaged, Defective, or Incomplete Items

We stand behind the quality of the products we sell. Although uncommon, damage, defects, or missing components may occasionally occur during transportation or production.

Please inspect the outer packaging, the product itself, and all included components immediately upon delivery.

If you discover visible shipping damage, you must report it to Houlte within 24 hours of delivery so that the issue can be documented and a carrier claim can be submitted where applicable.

If the product will be stored for an extended period—for example, during a renovation—you should still inspect it before placing it into storage, as the 24-hour reporting period for visible shipping damage continues to apply.

If the package shows visible damage at the time of delivery, please note the condition on the delivery receipt or carrier record whenever possible, using wording such as “Package Damaged” or “Damaged Upon Delivery.”

Please retain the shipping label, original packaging, and the product itself. When contacting Customer Care, you may be asked to provide:

• Clear photographs of the shipping label;
• Photographs of the outer packaging;
• Photographs showing the damaged or defective area; and
• Video evidence when reasonably necessary to evaluate the issue.

Depending on the nature and severity of the issue, Houlte may provide replacement parts, replacement components, a partial refund, repair reimbursement, an exchange, or a return for refund.

Minor or localized damage, minor defects, or issues that can reasonably be resolved through replacement parts do not automatically qualify for a full refund of the entire product.

6. Color, Dimensions, and Installation

Product appearance may vary slightly due to screen settings, photography lighting, natural material characteristics, or differences between production batches.

Product dimensions may also vary slightly depending on the measurement method.

If the product substantially matches the product description and the SKU ordered, but you wish to return it because of your available space, personal preference, installation conditions, or similar reasons, the return will be treated as a non-defective return.

If you receive the wrong color, size, or SKU, or if the product materially differs from the description shown on our website, the matter will not be treated as a customer-preference return. Houlte will review the issue and provide an appropriate after-sales solution.

7. How to Start a Return

All returns must be authorized by Houlte Customer Care before the product is shipped back.

Please contact us first to obtain return approval and the correct return address.

Do not send a product back to the original shipping address, warehouse address, or the address shown on the original shipping label unless Houlte specifically instructs you to do so.

Return locations may vary depending on the order, product, warehouse, and circumstances of the return.

Until the after-sales review has been completed, please do not independently discard, destroy, or otherwise dispose of the product.

Unauthorized returns or disposal of the product may prevent us from properly verifying the issue, arranging the return, or processing the refund.

You may also refer to the return process guide available on our website.

8. Proof of Purchase

Valid proof of purchase is required for any eligible refund, exchange, or merchandise credit.

Any one of the following may be used to help verify your purchase:

• A valid Houlte order number;
• A photograph showing the Houlte branding and product label;
• The email address used to place the order; or
• The credit card or PayPal transaction ID associated with the purchase.

If we are unable to verify the purchase, we cannot accept the return or exchange.

9. Refund Processing Time

For an approved refund-only request that does not require the product to be returned, Houlte will process the refund within 3 business days after approval.

For a return that requires the product to be shipped back, Houlte will process the refund within 7 business days after our warehouse has received all returned items and completed the necessary inspection.

Refunds will be issued to the original payment method.

Credit card refunds typically require an additional 3–5 business days to appear in your account after the refund has been processed, depending on the policies and processing times of your card issuer, bank, or payment provider.

For customer-initiated, non-defective returns, the refund may be reduced by applicable charges under this policy, including:

• The 20% restocking fee;
• Return shipping costs;
• The $59 repackaging fee; and
• Other logistics costs that have actually been incurred and are applicable to the return.

If the same order is already subject to a bank, credit card, PayPal, or other payment-provider dispute or chargeback, the refund may need to be handled in accordance with the status of that dispute to avoid duplicate reimbursement.

10. Order Changes, Cancellations, Interceptions, and Refused Deliveries

You may request to modify or cancel an order within 24 hours of placing the order and before the item has shipped, without incurring a cancellation fee, provided that the cancellation request is submitted within the applicable cancellation window available on the website.

Once this period has expired, the order will proceed as scheduled, and any subsequent modification or cancellation will be subject to a 20% restocking fee.

Once an order has shipped, Houlte can only attempt to contact the carrier to request an interception. Successful interception cannot be guaranteed.

If interception, return transportation, storage, or other actual logistics charges are incurred as a result of a customer-requested cancellation after shipment, those charges may be deducted from the refund.

Refusing delivery does not constitute a free cancellation.

If additional logistics costs result from refusal of delivery, return-to-sender service, failed delivery, or the customer's failure to cooperate with a scheduled delivery, those costs may be the responsibility of the customer.

If an item is canceled from an order, the total value of the original coupon will not be refunded. Any discount allocated to the remaining items will remain in effect.

Discount codes and coupons are single-use and non-transferable unless otherwise stated in the applicable order modification or cancellation terms.

11. Why We Charge a Restocking Fee

Furniture returns involve substantial handling and operational costs.

Returned products must be received, inspected, repackaged where necessary, processed, and returned to inventory, which requires additional labor and resources.

In some cases, returned products may also sustain additional damage because of inadequate packaging or return transportation and may no longer be suitable for resale.

For these reasons, Houlte applies a restocking fee to eligible customer-initiated returns as described in this policy.

Contact Customer Care

If you need assistance with a return, refund, exchange, damaged item, missing component, or order cancellation, please contact Houlte Customer Care before returning or disposing of the product.

Email: service@houlte.com
Phone: +1 (720) 573-2705
WhatsApp: +1 (213) 270-4973

Please include your order number and any relevant photographs or videos so that we can review your request as efficiently as possible.