Return and Refund Policy

We want you to be confident in your purchase. If something isn’t right, our U.S.-based support team will help you resolve it quickly. This policy applies to all orders placed through pro-homeimprove.com.

Quick Overview

Issue Type	What We Cover
30-day returns	Free return shipping for eligible issues (see table below)
12-month warranty	Defects in materials or workmanship
Wrong or damaged items	Free replacement or full refund
Changed your mind	Return accepted, but you pay return shipping + restocking fee

How to Start a Return or Warranty Claim

Step 1 – Contact us
Email support@pro-homeimprove.com or use our live chat. Include:

Your order number

Photos or a short video showing the issue (damage, missing parts, wrong item)

A brief description of what went wrong

Step 2 – We review
Our team will respond within 1 business day with an approval or ask for more details. We never require you to ship an item back before verifying the problem.

Step 3 – Get your solution
If approved, we will provide a domestic return label (for free-return cases) or instructions for self-paid returns. Do not send your item to the address on the original package – use only the label or address we provide.

Step 4 – Refund or replacement
Once the returned item is received at our U.S. warehouse, we process refunds within:

PayPal: 48 hours

Credit card: 3–15 business days (depends on your bank)

Store credit (if requested): 24 hours

You will receive an email confirmation the moment we initiate the refund.

When We Pay for Return Shipping (Free Returns)

We cover return shipping costs for the following verified issues. You pay nothing – we email you a prepaid UPS/USPS label.

Reason	What You Need to Show
Dead on arrival (DOA)	Clear photo of the non-working product, plus the packaging condition
Wrong item sent	Photo of the item, its SKU/model number, and all package labels
Does not match listing	Photos highlighting the discrepancy (size, color, specs)
Quality defect	Video or photos showing the defect (crack, missing function, etc.)
Missing parts	Photo of all received parts against the manual’s parts list

⚠️ Important: We must verify the issue via clear media. Refunds are not issued before verification.

When You Pay Return Shipping + Restocking Fee

For the following situations, you are responsible for return shipping costs and a 15% restocking fee (deducted from your refund). No free returns.

You ordered by mistake or no longer want the item

The item arrived later than you hoped (unless we guaranteed a specific date)

You found a better price elsewhere after purchasing

The item works as described, but you don’t like it

You damaged the product through incorrect installation or misuse (not a defect)

You lost the manual or need a different format – we can send a free PDF manual instead of accepting a return

How to return in these cases:
Contact us within 30 days of delivery. We will provide a return address. Ship the item in original condition and packaging. Once received, we refund product cost minus 15% restocking fee. Original shipping fees are not refunded.

Items That Cannot Be Returned

Products modified or repaired by a third party

Items damaged by improper use, accidents, or normal wear and tear

Products missing serial numbers or with tampered warranty seals

Clearance or "final sale" items (labeled as such on the product page)

Warranty After 30 Days (12-Month Coverage)

From 31 days to 12 months after delivery, we cover repair or replacement for manufacturer defects only. You pay to ship the item to us; we pay to ship the replacement back. Free returns do not apply after 30 days.

To start a warranty claim, follow the same steps above. We may ask you to ship the item to a U.S. service center for inspection.

Important Policy Notes (Please Read)

Final decision – We reserve the right to determine if an issue qualifies for free return, warranty, or denial based on the evidence provided.

No unauthorized returns – Returns sent without prior contact or to the wrong address will not be processed.

Refund timing – The time your bank takes to post a refund is outside our control. If more than 15 business days have passed since our refund confirmation, contact your card issuer.

International orders – This policy applies only to orders shipped within the United States. For shipping to other countries, contact us before ordering.

As an authorized official distributor of VEVOR, we follow the same fair return standards but handle all claims directly – no redirecting to the manufacturer.