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30-Day Return Policy

Your Satisfaction is our Number One Goal

 

At Zap Home Decor, we want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come.

On the occasion that you receive a product that you just don't like or that doesn't match your décor, our experienced customer service staff is just a phone call away and will guide you through our easy return policy.

At Zap Home Decor we want you to get exactly what you want, and with our world-class product selection you can be sure you'll find the product that is right for you.

 

30 Day Return Policy

If you would like to return an item that is in like-new condition with original packaging, you may return the product within 30 days of receipt.

If you received free shipping, the shipping costs will be deducted from the refund. Any additional fees for shipping internationally, shipping to HI or AK, or any minimum order fees are also all non-refundable.

Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or chat must review their receipt for accuracy within 24 hours.

Returns with Restocking Fees

ZAP HOME DECOR sells products from some manufacturers that are custom made or built-to-order. These items are non-returnable and non-cancellable once the order has been placed. Please refer to the product page to view a particular manufacturer's return policy or you can browse our list of manufacturers with no restocking fee. You can also browse our list of manufacturers that do not accept returns

 

Return Process

Step 1 - Acquire authorization and instructions

To begin the return process, please call (800)-ZAP-9529 or Live Chat with one of our fully trained customer service representatives.

Quick Return Manufacturers (IRGA)
In most cases we will immediately email you a Return Goods Authorization (RGA) number to return product along with a label and return instructions. Click here to view the list of manufacturers participating in this program.

Other Manufacturers
Manufacturers who are not participating in our Instant Return program must first approve the return. This process may take up to 7 business days. Once received, we will email you a Return Goods Authorization (RGA) number with a label and return instructions.

If you refuse the shipment and send it back to the manufacturer, you will be charged a restocking fee by the manufacturer. Always accept the order and request a return to be set up.

Step 2 - Shipping product back

Ship the item to the warehouse. Below are the keys to a successful return:

  • Good Packaging: Re-pack products for return in the original box with original packaging material. Use the return label provided or your own label and write the RGA# exactly as instructed by Zap Home Decor. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
  • Ship & Insure: Next, ship the product to the warehouse address provided using using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they can not provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
  • Tracking Number: We recommend using a carrier that will provide you with a return tracking number as this will speed up your return process. Retain your tracking number and email it to us at cs@zaphomedecor.com so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service at 800-927-9529 or Live Chat and provide them with the tracking number so that we can expedite the credit process for you.

You will have 30 days in which to return the product from the date that we receive approval from the manufacturer. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.

 

Items not eligible for returns

  • Custom orders (i.e. products that are built-to-order or any item labeled non-returnable on the product page of the Website)
  • Special purchases, including: clearance items, inventory sale items, custom quotes, special discounts, etc.
  • Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
  • Any item that is not in resalable condition.
  • Any item not accompanied by a Return Merchandise Authorization Number (RMA#) issued by Zap Home Decor.
  • Any item that is not in the original box with sufficient packaging materials.
  • Large orders: (Orders containing 10 or more of a single item or orders with an invoice total greater than $2,500). When ordering large quantities, we suggest ordering a sample for evaluation.
  • Light bulbs, parts, and shades.
  • Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
  • Any item not purchased from Zap Home Decor.

 

Damaged Goods

 

At Zap Home Decor, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion- at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.

Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately instead of refusing the package at (800) ZAP-9529. If damages are reported within 7 days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Zap Home Decor of defective or damaged merchandise within two business days of receipt.

Large Package Deliveries
Immediate inspection is especially important when receiving large items (such as a bath tub, large sink or furniture) from LTL, White Glove and common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged.

Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify Zap Home Decor of refusal so we can anticipate the return and send out a new item.

Zap Home Decor will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee deducted from the credit.

Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.

Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case Zap Home Decor will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.

Cancellation Request

If you would like to cancel an order that has not shipped from the manufacturer, simply contact one of our customer service representatives at (800) ZAP-9529 or Live Chat. Then we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation.

Please be aware that some items may have already shipped from a manufacturer and be in route to the distributor for final shipment to you. In such a case, cancellation fees apply.

Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs.

Some items that are custom made or built-to-order cannot be cancelled. Please see the product page for details.

Items on Backorder

If you are cancelling an order due to backorder, we recommend you first call our customer service department to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please understand that we work with over 600 suppliers and are somewhat at their mercy to provide up-to-date stock availability information. That said, we are your voice and are leveraging our buying power to encourage manufacturers to improve their inventory levels and their technologies to provide improved service all the time.

Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative directly at (800)-ZAP-9529 or Live Chat

*Some exclusions apply as some items are custom made and non-returnable and non-cancellable. See individual product pages for details.

In the event that a return becomes damaged on its way back to the return destination, Zap Home Decor will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Zap Home Decor concerning what to do with the damaged product. If Zap Home Decor has not received notification or response from the customer within 30 days, the item will be donated or destroyed.

 

Step 3 - Refunds

Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.

Customers will be refunded via the same method in which the item was purchased or via check from Zap Home Decor Refunds via check are typically issued within 14 business days of final approval. Shipping fees will be deducted from the refund. If there are any other fees, such as a manufacturers restocking fee, this will also be deducted from the refund.

Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.

Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.

Some manufacturers charge a restocking fee. Please refer to the product page to view a particular manufacturer's return policy or you can browse our list of manufacturers with no restocking fee.