Returns & refunds Policy

 

Returns:

We aim to make our return process easy for our customers however due to nature of our products (personal hygiene devices), No product can be returned once it has been installed, any products that have been hooked up to water or used in any way are not eligible for return due to Public Health Regulations and HouseofToilets.com policy.

Returns must still be in their original packaging with all parts and accessories included.

RMA (Return Merchandise Authorization)

Customers must first contact HouseofToilets.com and obtain an RMA number.  Simply give us a call 801 899 3784 or send us an email at returns@houseoftoilets.com with your order number and we'll gladly issue an RMA for qualified returns.

Refused packages, returns shipped back without an RMA number, and returns sent to the wrong warehouse location are subject to a 20% restocking fee or denied refunds.  Make sure to only send returns back to the warehouse listed in the RMA as other facilities and our offices do not process returns.

Return Shipping

Customers are responsible for return shipping fees.  Within the US, returns must be shipped with insurance, HouseofToilets.com is not liable for damages incurred during shipment.  Return shipping address will be given when RMA number is issued.  DO NOT ship returns to our corporate mailing address.

Unopened product can be returned but we will not refund shipping charges and there will be a charge to open, inspect and re-box the unit. This charge averages $20 and varies from model and manufacturer. 

Returns for uninstalled product: With exception of smart toilets that are delivered with freight shipping (Read about freight shipping below),

You may contact us for returns through returns@houseoftoilets.com within 30 days from days of purchase. Return requests made beyond 30 days will not be approved.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned product.

 If Your Product Is Damaged In Transit

If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.

If you notice damage after delivery (concealed damage), take pictures of the damage, and contact our customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim.

We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered. 

 

Refunds

Refunds will be given to qualifying returns with a valid RMA. 

We will also notify you of the status of your refund after inspecting the item.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Please allow 7-10 business days after processing for refund to appear as a credit on your bank statement.  A restocking fee of 15% or equivalent to the replacement cost may be applied to returns with missing or damaged parts. 

 

Please note that we will deduct the original cost of shipping from the refund regardless of whether your item was originally shipped to you for free.

 

If we shipped you the wrong product, or it arrived damaged
We will make it right! We will send a replacement or refund you for your full purchase price, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, parts, etc., where applicable.

If you ordered the wrong item, wrong size/have fitment issues, or simply changed your mind.
We will refund you for your purchase price minus the original shipping cost, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, parts, etc., where applicable, provided your purchase was not installed/used is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item.  Please note that we will deduct the original cost of shipping from the refund regardless of whether your item was originally shipped to you for free.

 Easy Exchanges

Order the wrong size? HouseofToilets.com accepts exchanges on new and unused products within 30 days of shipment date.  New and unused means the product has not been installed, used, or altered in any way and remains in resaleable condition.  Due to the hygiene nature of our business, any products that have been hooked up to water or used in any way are not eligible for exchange due to Public Health Regulations and HouseofToilets.com policy.

Exchanges must still be in their original packaging with all parts and accessories included (unless otherwise instructed) or be subject to a 15% restocking fee. 

Exchanges RMA (Return Merchandise Authorization)

Customers must first contact HouseofToilets.com and obtain an RMA number for exchange.  Simply give us a call 801-899-3784 or send us an email at returns@houseoftoilts.com with your order number and we'll gladly issue an RMA for qualified exchanges.

Exchanges without an RMA number will not be accepted. 

Exchanges Return Shipping

Customers are responsible for return shipping fees. HouseofToilets.com will pay for the exchange shipping back to you!  Exchanges must be shipped with insurance, HouseofToilets.com is not liable for damages incurred during shipment.  Return shipping address will be given when RMA number is issued.

 Order Cancellations 

All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. This fee is waived for customers who change the order for a different product.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.