Returns & Refunds

We want you confident before you buy — that's what our Free Spec Service is for. If something isn't right, here's exactly how returns work.

30-Day Return Window

Eligible items may be returned within 30 days of delivery. To qualify, the item must be unused, uninstalled, never connected to gas, water, or electrical, and in its original packaging.

Non-Returnable Items

Made-to-order and custom-built items — including Cal Flame BBQ islands and fireplaces and Cal Spas builds — cannot be returned once production has begun. You may cancel for a full refund any time before production starts.
Items that have been installed, used, or connected to utilities.
Clearance and final-sale items.

How to Start a Return

Email support@upscalehomehq.com with your order number and photos of the item and packaging. We will issue a Return Merchandise Authorization (RMA) with return instructions. Returns sent without an RMA cannot be accepted.

Return Shipping & Restocking

For non-defective returns, the customer is responsible for return shipping. For freight-size items we can arrange LTL return transport and deduct the actual carrier cost from your refund.
A 25% restocking fee applies to non-defective returns. This covers carrier costs, inspection, and supplier restocking charges on freight-class goods.
No restocking fee and no return shipping cost applies to items that arrived damaged or defective and were documented per our Shipping Policy (damage noted on the delivery receipt, or concealed damage reported within 7 days with photos). Those are resolved with repair, replacement, or full refund at no cost to you.

Refund Timing

Refunds are issued to the original payment method within 5–10 business days after the returned item is received and inspected at the receiving warehouse.

Cancellations

Orders may be cancelled for a full refund any time before shipment (or, for made-to-order items, before production begins). After an item ships, a cancellation is treated as a standard return under this policy.

Warranty Issues

Problems that appear after use are handled under the manufacturer's warranty. As an authorized dealer for every brand we carry, we'll help you file and manage the claim — email support@upscalehomehq.com and we'll take it from there.