Returning Merchandise to Us
Send your merchandise (unless it is a new plumbing item, or floor & wall tile) back to us with a copy of your invoice, our address is:
540 South Avenue
Rochester NY 14620
Please package your items carefully for return shipment, and ensure all parts and screws are included in your return. If you'd like to exchange your merchandise for another item, please note that in your return package.
We apologize, but we cannot refund shipping fees. You do not need an RGA or RMA to return any items to us. All returns on shipped merchandise will be subject to a 20% restocking fee when returned within 30 days of receipt of order, if returned with original packaging and all parts, in new condition. Please see the exceptions to this policy listed below, on new plumbing items or floor & wall tile. New items returned between 31 and 60 days will be subject to a 25% restocking fee. New items returned between 61 and 90 days will be subject to a 30% restocking fee. New items returned after 90 days, are missing any parts, screws, or packaging; are subject to a 40% restocking fee. We reserve the right to not accept returns that we receive 120 days or more from the date of purchase. Refunds will be posted within 14 business days of receipt of merchandise.
New Plumbing and Floor & Wall Tile Returns
Exceptions to the restocking fees listed above: New plumbing items or new floor and wall tile returned within 60 days are subject to a 20% restocking fee. Floor and wall tile and some new plumbing items should be returned to different addresses than shown above. Please call us at 585.325.2264 to get the correct address to return these items to. If these items are returned to the address above, additional shipping fees will be applied to the refund amount.
Antique and Vintage Items Return Policy
Antique or vintage items are accepted for store credit only, minus a 20% restocking fee, within 30 days of purchase. If you have received an antique item that you would like to return, please call Houseparts immediately 585.325.2329 to let us know you will be sending it back.
If you receive a product that has any sort of defect we want to replace it for you as soon as possible at no charge to you. So give us a call immediately and let us know the problem. We want you to be satisfied with our products, we will do everything in our power to guarantee this.
Lost or Damaged Shipments
If your item does not arrive within a reasonable period of time from the date of shipping, or if it was damaged in transit, we can replace your order if it was shipped via UPS or if it was shipped via USPS Priority Mail Insured if you contact us within 30 days of the shipping date of your order. Damage or lost package claims received after 30 days from the shipping date will have to be taken up with the shipping carrier directly. We are not able to replace items that are one-of-a-kind antiques, however we can provide you with other similar options or refund your order if lost or damaged and shipped via UPS or Insured USPS.
Orders cancelled by customers prior to order processing are not subject to any fees. Orders cancelled by customers after being processed may be subject to a 10% cancellation fee if the products are non-stock items and have already been ordered. Orders cannot be cancelled after they have been shipped, they will need to be returned to us and subject to our return policy. Orders we are unable to fulfill for any reason may be subject to cancellation by us. In these cases we will provide you with a full refund for these orders.