Refund policy

At House of Vintage, we value your trust and strive to provide a smooth and enjoyable shopping experience. If your order does not meet your expectations, this Return & Refund Policy explains how returns and refunds are handled in a clear and straightforward manner.

Return Timeframe

You may request a return within 30 days from the date your order is delivered.

Return requests submitted after this period may not be eligible for approval.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • The lighting fixture must be unused, uninstalled, unassembled, unaltered, and in its original condition.

  • The product must be returned in its original packaging.

  • All original labels, manuals, mounting hardware, components, and accessories must be included and remain intact.

  • The product must not show signs of installation, wiring, assembly, modification, misuse, or damage caused after delivery.

  • Valid proof of purchase, such as an order confirmation or receipt, must be provided.

  • The return must receive prior authorization from our customer support team.

Products that do not meet these requirements may be rejected.

If a return is rejected, the customer may be responsible for any costs associated with returning the product to them.

Items Not Eligible for Return

We cannot accept returns for:

  • Lighting fixtures that have been installed, wired, assembled, modified, or used.

  • Products showing signs of misuse, improper handling, improper storage, or damage caused after delivery.

  • Products returned without their original packaging, labels, manuals, mounting hardware, components, or accessories.

  • Products returned outside the 30-day return period.

  • Products sent back without prior return authorization.

  • Products damaged because of improper installation, assembly, wiring, maintenance, cleaning, storage, or use after delivery.

These restrictions do not apply to products that were damaged, defective, or incorrect when delivered.

Return Method and Fees

All approved returns must be sent by mail to the return address provided by our customer support team.

Please do not send a product to any address without first receiving return authorization and shipping instructions.

The customer is responsible for return shipping costs when the return is due to personal preference or a customer ordering error, including ordering the wrong:

  • Product

  • Model

  • Size

  • Color

  • Finish

  • Configuration

  • Quantity

If the product received is damaged, defective, or incorrect because of an error on our part, House of Vintage will be responsible for the approved return shipping costs.

  • No restocking fees apply.

  • No handling fees apply.

Approved refunds will be issued for the value of the eligible returned merchandise.

Original shipping charges and other non-refundable charges, where applicable, will not be refunded unless the return is caused by a product that was damaged, defective, or incorrect when delivered.

Return Procedure

To initiate a return, please follow these steps:

  1. Contact our customer support team and provide your order number and the reason for the return.

  2. If the product is damaged, defective, or incorrect, provide clear photographs of the product, packaging, shipping label, and issue.

  3. Wait for return authorization and shipping instructions from our customer support team.

  4. Securely repack the product in its original packaging, including all original manuals, mounting hardware, components, and accessories.

  5. Ship the package to the return address provided by our customer support team.

  6. Retain your shipping receipt and tracking information until the return and refund process has been completed.

Returns sent without prior authorization may be refused, delayed, or returned to the customer.

Customers are responsible for packaging returned products securely. House of Vintage is not responsible for damage caused by inadequate return packaging.

Exchanges

At this time, House of Vintage does not offer direct exchanges.

If you would like a different product, model, size, color, finish, or configuration, please return the original product in accordance with this policy and place a new order separately.

Refund Processing

After your returned product has been received and inspected:

  • Your refund will be processed within 7 business days after we receive and inspect the returned product.

  • The refund will be issued to the original payment method used for the purchase.

  • A confirmation email will be sent once the refund has been processed.

Please note that PayPal or your financial institution may require additional processing time before the refunded amount appears in your account.

If you have not received your refund within 7 business days after receiving the refund confirmation email, please first contact PayPal or your financial institution.

You may then contact us at help@houseofvintagepnw.com for further assistance.

Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or incorrect, please contact us within 30 days of delivery.

To help us review and resolve the issue promptly, please provide clear photographs of:

  • The product received

  • The complete product and affected area

  • The original packaging

  • The shipping label

  • All visible damage, defects, missing components, or incorrect details

Please keep the product, packaging, manuals, mounting hardware, components, and accessories until our customer support team has completed its review and provided further instructions.

Do not install, assemble, wire, modify, or discard a damaged, defective, or incorrect product before receiving instructions from our customer support team.

After reviewing the information, we may offer an appropriate resolution, such as:

  • Replacement parts

  • A replacement product

  • Store credit

  • A full or partial refund

The available resolution will depend on the nature of the issue and the circumstances of the order.

Packages Marked as Delivered but Not Received

If an order is marked as delivered but has not been received, we may work with the shipping carrier to investigate and verify the delivery details before determining an appropriate resolution.

Customers may be asked to:

  • Check the delivery location and surrounding area

  • Ask household members, neighbors, or building staff

  • Contact the shipping carrier

  • Provide additional information required for a carrier investigation

Order Cancellation Policy

Orders may be canceled before 3:00 PM EST on the same day the order is placed, provided that order processing has not already begun.

Once an order has entered processing or has been shipped, it can no longer be canceled.

After delivery, any eligible return must follow the return procedure described in this policy.

Contact Information

For questions or assistance regarding returns or refunds, please contact us:

Shop Name: House of Vintage
Phone: +1 503-236-1991
Email: help@houseofvintagepnw.com
Address: 3315 SE Hawthorne Blvd, Portland, OR 97214, United States

Opening Hours:
Monday to Sunday | 11 AM – 7 PM

Time Zone:
(GMT-05:00) EST (New York)

Thank you for shopping with House of Vintage. We appreciate your business and look forward to serving you again.