Refund policy

Decor & Accessories

Items are eligible to be returned for exchange or refund within 14 days of delivery. The product must be in its original packaging, unused, and undamaged. Customers are responsible for return shipping and original shipping costs will be subtracted from the total refund if a label is provided. If the item was purchased during a free shipping promotion, the refund will still be calculated less the shipping fee associated with the order. Please allow 3-5 business days after receipt of the item for our team to process your refund.

Furnishings, Artwork, Lighting, and Textiles

Furniture pieces, artwork, light fixtures, rugs, and other large items are not eligible for return. If your item arrived damaged or the wrong piece was delivered, please take photos for reference and submit a Damage Claim within hours. A member of our team will be in touch with next steps.

Order cancellation is possible within the first 24 hours of purchase if your order has not been processed. Once your order has been processed (typically in less than 24 hours), we are unable to cancel it. If able to cancel, the customer will be subject to a 5% restocking fee. Should you need to return for any reason unrelated to damage or defect, you will be issued a store credit less original shipping cost, a 20% restocking fee, and cost of return shipping. Returns sent with postage due will be returned to sender. Please allow 3-5 business days for us to review the piece before issuing your store credit via email. It usually takes 5-7 business days for the refund to post back to your account, but some banks may take longer.

Returns that are damaged or not returned in their original condition will not qualify for a refund. If you choose to use your own postage instead of our return label, we highly recommend purchasing insurance and tracking to ensure your piece reaches our warehouse. Heritage House is not responsible if the item becomes lost or damaged during transit.