Refund policy
RETURN AND REFUND POLICY
Last updated: [DATE]
At Halden House, we want you to love every panel that arrives at your door. If something is not right, our 30-day return policy is here to make it right.
1. RETURN WINDOW
You have THIRTY (30) CALENDAR DAYS from the date of delivery to request a return. Returns initiated after the 30-day window will not be accepted.
2. CONDITIONS FOR RETURN
To be eligible for a return, the item must be:
- Unused, uninstalled, and in the same condition you received it
- In its original packaging, including all protective materials, foam, and inserts
- Free from scratches, marks, cuts, adhesive residue, or modifications
- Accompanied by proof of purchase (order number or receipt)
3. NON-RETURNABLE ITEMS
The following items cannot be returned:
- Custom-cut, trimmed, or modified panels
- Items damaged due to improper installation, misuse, or normal wear and tear
- Sale, clearance, or "Final Sale" items
- Gift cards
- Items returned without prior authorization (RMA)
4. HOW TO INITIATE A RETURN
Step 1: Email us at [returns@haldenhouse.com] within 30 days of delivery. Include:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item(s) in original packaging
Step 2: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return shipping instructions. Do NOT ship items back without an RMA — unauthorized returns will be refused at the warehouse.
Step 3: Carefully repack the item in its original packaging and ship it to the address we provide. We strongly recommend using a trackable shipping service and purchasing shipping insurance for high-value items.
5. RETURN SHIPPING COSTS
- Customer responsibility: standard returns (change of mind, ordered wrong size, etc.). You are responsible for return shipping costs.
- Halden House responsibility: damaged, defective, or incorrect items shipped to you. We will provide a prepaid return label at no cost to you.
Original shipping fees (if any) are non-refundable except for damaged or defective items.
6. INSPECTION AND APPROVAL
Once we receive your return, we will inspect the item within 5 BUSINESS DAYS and notify you of the approval or rejection of your refund by email.
Reasons a return may be rejected:
- Item shows signs of installation, use, or modification
- Original packaging is missing or damaged
- Item arrived outside the 30-day window
- Return was sent without prior RMA authorization
Rejected returns will be shipped back to you at your expense, or held for 30 days before disposal.
7. REFUND PROCESSING
Approved refunds are processed to the ORIGINAL PAYMENT METHOD within 5–10 BUSINESS DAYS after approval. Processing times vary by payment method:
- Credit/debit cards: 5–10 business days (depending on your bank)
- PayPal: 3–5 business days
- Shop Pay / Apple Pay / Google Pay: 5–10 business days
- Buy Now Pay Later (Afterpay, Klarna, Affirm): per the provider's refund schedule
We do not refund original shipping charges (except in cases of damage, defect, or our error).
8. DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or defective, you MUST contact us within 48 HOURS of delivery at [returns@haldenhouse.com] with:
- Your order number
- Clear photos of the damage to the product
- Clear photos of the outer packaging (all six sides)
- A brief description of the issue
We will arrange a free replacement or full refund, including return shipping at our expense. Claims made after 48 hours may be denied because we cannot verify whether damage occurred during shipping or after delivery.
9. INCORRECT OR MISSING ITEMS
If you receive the wrong item or your order is missing items, contact us within 7 DAYS of delivery at [returns@haldenhouse.com]. We will ship the correct item or arrange a refund at our expense.
10. EXCHANGES
We do not process direct exchanges. To exchange a panel for a different finish or size:
1. Initiate a return for the original item following the steps above
2. Place a new order for the replacement item
This ensures faster processing and accurate inventory tracking.
11. ORDER CANCELLATIONS
You may cancel an order WITHIN 2 HOURS of placement at no cost by emailing [support@haldenhouse.com] with your order number. After 2 hours, orders enter fulfillment and cannot be canceled — you must initiate a standard return after delivery.
12. LATE OR MISSING REFUNDS
If you have not received an approved refund within 10 business days:
1. Check your bank account again
2. Contact your credit card company — refunds may take additional time to post
3. Contact your bank — processing time before refund officially posts varies
4. If you have done all of this and still have not received your refund, contact us at [returns@haldenhouse.com]
13. CONTACT
For all return and refund inquiries:
Halden House Returns Department
Email: [returns@haldenhouse.com]
Hours: Monday–Friday, 9:00 AM – 6:00 PM EST
Response time: within 1 business day