Return and Refund
Effective Date: March 2nd, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Secure Home Supply website located at www.securehomesupply.com
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
- Email: Support@securehomesupply.com
- Phone: 281-241-9846
- Address: 17915 First Bend Dr, Cypress TX 77433
Hours: Monday–Friday, 8am-5pm, Central Standard Time zone
3. Return Eligibility
Customers in the USA have the right to cancel their purchase and return the product within 14 days of receipt without providing a reason, subject to the conditions outlined below. Please note: the manufacturer’s return policy takes precedence and is listed on the respective product pages. If no specific manufacturer policy is provided, our standard 14-day return window applies.
3.1 Conditions for Return
- Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
- Original Packaging: The item must be in the original packaging, with all labels and tags attached.
- Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
Contact Customer Service:
Email us at Support@securehomesupply.com or call 281-241-9846 within 7 days of receiving your order.
Provide your order number and a detailed reason for the return.
Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.
4.2 Preparing Your Return
Package the Item Safely:
Securely pack the item in its original packaging.
Ensure all accessories, manuals, and free gifts are included.
Include Documentation:
Include the return authorization form and any necessary supporting documents or images.
Attach Shipping Label:
Download and print the return shipping label provided in our email.
Affix the label to the outside of the package.
4.3 Shipping the Return
Shipping Method:
Please use a preferred trackable shipping method, such as UPS, FedEx, USPS, or an LTL freight carrier for heavy or oversized items.
Shipping the Return:
Ship the package within 7 days of receiving the return authorization.
Use a trackable shipping method to ensure your package arrives safely.
Return Window:
Ship the item within 7 days after receiving the return authorization.
5. Return Shipping Costs
Customer Responsibility:
Customers are responsible for return shipping costs unless otherwise stated.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
Eligibility:
Items must be unused, undamaged, and in original packaging.
Return request must be made within 14 days of receipt.
Refund:
A refund will be issued to the original payment method, minus any applicable restocking fees (typically 15% to 25%, calculated prior to refund processing).
6.2 Defective or Damaged Goods
Notification:
Contact us within 2 days of receiving the item.
Documentation:
Provide photos or videos of the defect or damage.
Resolution:
We will offer a replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
Notification:
Inform us immediately upon receipt.
Resolution:
We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product in a timely manner.
6.4 Product Never Arrived
Notification:
Contact us if your product does not arrive within the estimated delivery time.
Resolution:
We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
Before Shipment:
You can cancel your order for a full refund if it has not yet been shipped.
After Shipment:
If the order has already been shipped, please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
Non-Returnable & Non-Refundable Items
The following items cannot be returned or refunded:
Custom or Personalized Products:
This includes items made to your specifications or clearly personalized to your order.
Perishable Goods:
NA
Intimate or Sanitary Goods:
NA
Gift Cards and Downloadable Software Products:
NA
8. Refunds
8.1 Refund Conditions
Approval:
Refunds are issued after we receive and inspect the returned item.
Notification:
We will notify you via email regarding the approval or rejection of your refund.
Condition:
Items must meet the return eligibility criteria outlined in Section 3.
8.2 Refund Processing
Method:
Refunds will be processed to the original payment method used at the time of purchase.
Time Frame:
It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted in certain situations:
Condition Issues:
Items not in original condition, damaged, or missing parts for reasons not due to our error.
Late Returns:
Items returned more than 30 days after delivery.
9. Exchanges
Eligibility:
We replace items if they are defective, damaged, or incorrect.
Process:
To request an exchange, contact us at: support@securehomesupply.com -or- 281-241-9864
Shipping Costs:
For defective or incorrect items, we cover the shipping costs.
For exchanges due to change of mind, customers are responsible for shipping costs.
10. Timelines
Return Window:
Returns must be reported and shipped within 14 days of receiving the product.
Return Processing:
Once we receive and inspect your returned item, refunds are typically processed within 7 business days.
Refund Period:
Depending on your bank or credit card issuer, refunds may take up to 14 business days to appear in your account after processing.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
12. Questions and Support
Contact our Customer Service team:
Email: support@securehomesupply.com
Phone: 281-241-9846
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
Secure Home Supply
Support@securehomesupply.com
281-241-9846
17915 First Bend Dr, Cypress TX, 77433