Our Promise to You
At Houlte, we believe that customer satisfaction is paramount, and we are dedicated to upholding the highest standards of quality and service. If you are ever unsatisfied, we will do our best to make things right.
30-Day Easy Returns
Your satisfaction drives us. If your Houlte purchase falls short of expectations, we accept returns and exchanges of eligible items in new and unused/resealable condition, in our sole discretion within 30 days of receipt with valid proof of purchase.
The Return
A 20% restocking fee applies to non-defective returns, excluding manufacturer defects or transit damage. This fee will be deducted from your refund.
Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted.
Returns must include all original packaging materials to ensure safe transport. Items returned without the original manufacturer's packaging may not qualify for refund eligibility.
Certain items cannot be returned, exchanged, or canceled, including: clearance items, final sale items, or items damaged through normal wear and tear after delivery.
The Refund
A 20% restocking fee applies to non-defective refund requests during shipment or after delivery. This fee will be deducted from your refund.
Charges for Freight Carrier and White Glove Delivery services are non-refundable once the service has been rendered.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Damaged or Defective Items
Damaged or Defective Items
We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while.
Upon delivery, promptly inspect your item and report any damage within 7 days to file a claim. If storing items for extended periods (e.g., during renovations), you must inspect them before moving them into storage, as the 7-day claim window remains strictly applicable. If damage is noted, accept delivery and document "damaged upon arrival" with the carrier’s acknowledgment. Please provide clear photographs of both the item and its original packaging. Valid claims will be resolved through standard shipping replacements, partial discounts for minor defects, or local repair reimbursements at our discretion.
Return Process
Return Process
Proof of Purchase
A valid proof of purchase is required to issue refunds or merchandise credit for eligible items. We will accept all of the following as proof of purchase.
Valid Order Number
Take photos of items including the Houlte logo and product label
Email address used at the time of purchase
Transaction ID of credit card / PP used at the time of purchase
We are unable to accept any items for return or exchange without proof of purchase.
Refunds Handling Time
Refund-only requests (no return required) will be processed within 3 business days of approval.
For returns requiring item shipment, refunds will be processed within 7 business days after we receive all items at our warehouse.
Refunds will be issued in the original form of payment. For credit cards, depending on your card issuer's policy, it may take up to 3 to 5 business days for the refund to appear on your account.
Order Change or Cancellation
Order Change or Cancellation
You can modify or cancel your order within 24 hours and before the item is shipped without incurring any fees, provided the cancellation is initiated within the timeframe permitted by our website. Your shipment will be processed and any changes or cancellation from thereon will incur a 20% restocking fee.
Upon canceling items in your order, the total value of the original discount voucher will not be redistributed. However, the remaining items will retain their initial discount value. Discount codes and vouchers are single-use and non-transferable, except where specified in the Order Change and Cancellation Policy.
Why Do You Have a Restocking Fee Policy for Returns?
Accepting returned items places a substantial burden on our operations. The process of receiving, inspecting, and restocking merchandise requires extensive time, effort, and resources from our team. Furthermore, a significant portion of returned products cannot be resold due to improper packaging or transit-related damage. To offset these operational costs, as well as the cost of return shipping fees that we incur, we have to impose restocking fees on returned items.