Return & Refund Policy

UpscaleHome HQ — Return & Refund Policy

Effective Date: July 20, 2025

Our Commitment

At UpscaleHome HQ, we are committed to providing a premium shopping experience backed by clear and fair policies. Many of our products ship directly from manufacturers and via freight carriers, so specific procedures apply to cancellations, returns, and exchanges.

If you have any questions, our team is here to help:

Email: support@upscalehomehq.com
Phone: (857) 353-8060

Order Cancellations (Before Shipment)

Orders may be canceled free of charge at any time prior to shipment unless otherwise noted on the product page.

To request a cancellation, please contact us as soon as possible by phone, email, or website chat.

Once an order has shipped, it is subject to the return terms outlined below.

Custom & Made-to-Order Products

Custom, special-order, or made-to-order products cannot be canceled, returned, or refunded once production has begun.

These items are built specifically for your order and enter production shortly after purchase.

All custom sales are final.

If you are unsure whether a product is custom, please contact us before placing your order.

Return Window

Standard return requests must be submitted within 30 days of delivery.

To be eligible for a return:

  • Products must be new, unused, uninstalled, and in original packaging

  • All original parts, packaging, and documentation must be included

  • Returns may require manufacturer approval

Returns requested after 30 days may not be accepted unless covered under a manufacturer warranty.

Returns & Exchanges

We accept returns for both defective and non-defective products within the 30-day window.

Due to the nature of freight shipping and manufacturer policies:

  • Customers are responsible for return shipping costs

  • Returns may be subject to a restocking fee of up to 25% of the product price

  • Products must be unused and in original packaging

If you wish to exchange your item, we will work with you to minimize fees whenever possible.

Once an order has left the warehouse, full refunds are no longer available.

Refused Shipments

Refusing delivery after shipment will be treated as a return and subject to return shipping charges, carrier fees, and applicable restocking fees.

Delivery Inspection Requirement

You agree to inspect all shipments immediately upon delivery.

If damage is present:

  1. Note the damage on the delivery receipt before signing

  2. Take clear photos of the packaging and product

  3. Email support within 24 hours

Failure to report freight damage within 24 hours may result in claim denial.

Damages & Freight Claims

If your item arrives damaged, we will assist in filing a freight claim and coordinating replacement parts or products.

Please send documentation to:

support@upscalehomehq.com

Freight damage must be reported within 24 hours of delivery.

Warranty

All products are backed by manufacturer warranties covering defects under normal use.

Warranty terms vary by manufacturer — please refer to individual product pages for details.

Issues reported after 30 days are handled as warranty claims rather than shipping damage.

Customer Responsibility

Customers are responsible for:

  • Return shipping costs

  • Refused delivery fees

  • Reconsignment charges

  • Incorrect address fees

  • Installation or labor costs

  • Any additional carrier fees resulting from customer actions

BOGO Promotions

For Buy-One-Get-One promotions, both items must be returned to receive a refund.

Partial returns may receive replacement or store credit at our discretion.

Return shipping and applicable restocking fees apply.

Refund Processing

Approved refunds will be issued to the original payment method within approximately 7 business days after the returned item is received and inspected.

Processing times may vary depending on financial institutions.

Chargebacks & Dispute Resolution

We are committed to resolving any concerns quickly and fairly.

Please contact us before initiating a chargeback or payment dispute so we can assist.

Fraudulent or abusive chargebacks may be contested.

Policy Agreement

By placing an order with UpscaleHome HQ, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

Individual products may have manufacturer-specific conditions. Please refer to the product page or contact us for clarification.