This Return and Exchange Policy applies to all orders placed through the Houselora (hereinafter referred to as “we”, “us”, or “our”) online store. It outlines the applicable time limits, conditions, procedures, and responsibilities related to returns and exchanges. Please review this policy carefully before submitting any request.
1. Return and Exchange Validity Period
You may submit a return or exchange request within 30 days from the date you confirm receipt of the product. Requests submitted after this period will not be accepted.
2. Conditions for Returns and Exchanges
Within the valid period, return or exchange requests may be accepted under the following circumstances:
- The product has visible appearance defects or damage;
- The product has quality-related defects that affect normal use;
- The product has unusual odors, significant color differences, or other abnormal conditions;
- The received product does not match the order details (wrong item or missing item);
- Returns or exchanges without a specific reason may be accepted, provided the product remains unused, in good condition, and suitable for resale.
3. Return Process
The return process is handled as follows:
- Contact us via email or phone to submit a return request and provide your order number, payment proof (if applicable), reason for return, and relevant photos or videos as supporting evidence;
- Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and instructions;
- Return the product to the specified address and wait for confirmation of receipt;
- After we receive and inspect the product, if it meets the conditions described in your request, a refund will be arranged promptly.
For more details regarding refunds, please refer to our Refund Policy.
4. Exchange Process
If you wish to exchange a product, please follow the steps below:
- Contact us via email or phone to submit an exchange request, including your order number, payment proof (if applicable), exchange reason, and supporting photos or videos;
- After approval, our customer service team will notify you and provide the return address and further instructions;
- Return the original product to the specified address and wait for confirmation of receipt;
- Once inspection confirms eligibility, a replacement product will be shipped to your address within 1–3 business days.
For delivery timeframes, please refer to our Shipping Policy.
5. Refund Process
- Refund Method: Refunds will be returned to the original payment card used at checkout (Visa or MasterCard).
- Processing Time: Depending on the processing efficiency of your card issuer, refunds are expected to be credited within 1–5 business days.
- If the refund is not received within this timeframe, please contact us for assistance.
6. Cost Responsibility
- For appearance defects, quality issues, unusual odors, significant color differences, or incorrect items received, return or exchange shipping costs will be covered by us;
- For returns or exchanges without a specific reason (change of mind), the shipping costs will be borne by you.
7. Responsibility Statement
We will process return and exchange requests in accordance with this policy. Requests may be declined if required information is incomplete, procedures are not followed, or the returned item does not meet eligibility criteria.
8. Return Label
A return label may be included inside the package for certain orders. If a return label is provided, please ensure it is used correctly and remains clear and intact to support proper identification and processing.
9. Contact Us
If you have any questions regarding this Return and Exchange Policy or require assistance, please contact us using the details below:
Address: 323 Brady Way, Panama City Beach, FL 32408-7481, United States
Customer Service Phone: +1 (949) 838-7310
Customer Service Email: support@houselora.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)
