Returns & Refund Policy

This policy outlines the conditions and process for returns and refunds for purchases made through Open House.

Return Window

We accept return requests within 30 days of the delivery date. Requests submitted after 30 days from delivery are not eligible for return.

All returns require a Return Authorization Number (RAN) before the item is sent back. Please contact us prior to returning any product.

How to Start a Return

To request a return, email support@theopenhouseco.com with your order number, the item you wish to return, and the reason for the request.

Our team reviews return requests within 1–2 business days. If approved, you will receive a Return Authorization Number (RAN) along with return instructions.

Returns sent without an authorized RAN may be refused.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Include your order number and clear photos of the issue.

After review, we will determine the appropriate resolution, which may include replacement or refund. If the issue is confirmed, return shipping costs will be covered by us.

Change of Mind Returns

If you wish to return an item for reasons unrelated to damage or defect, you may do so within the 30-day return window.

In these cases, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we are not responsible for items lost during return transit.

Once the returned item is received and inspected, a refund for the original item price will be issued within 3–5 business days.

Return Eligibility Requirements

To qualify for a return, items must:

• Be unused and uninstalled
• Be in original condition
• Include original packaging, hardware, and accessories

Items that have been installed, modified, or show signs of use are not eligible for return unless confirmed defective.

Installed Fixtures

Once a fixture has been installed, it is not eligible for return unless it arrived damaged or has a verified manufacturing defect. We recommend inspecting all items before installation.

Refund Processing Time

Approved refunds are processed within 3–5 business days after the returned item is received and inspected.

Depending on your financial institution, it may take an additional 5–10 business days for the refund to appear on your original payment method.

Exchanges

If you would like to exchange an item for a different size, finish, or style, please contact us at support@theopenhouseco.com. Exchanges follow the same return eligibility requirements outlined above.

Non-Returnable Items

Custom or made-to-order items are not eligible for return unless they arrive damaged or defective.

Contact Information

Customer Support
Email: support@theopenhouseco.com
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM Pacific Time
Location: Los Angeles, California