RETURN POLICY
If you need to return an item ordered from Complete Home Supply, please read our full Return Policy and Return Procedures:
Missing Items
Missing items (shortages) from your shipment must be reported by the customer within 3 business days of receipt of shipped PO.
Order Cancellations / Modifications
Orders may be cancelled up to ship date.
Order modifications, including cancellations, can occur up to the time of shipment with an additional $10.00 service charge if the order has already been processed.
Order cancellations occurring after the order has been shipped please follow this return policy section titled “Return Goods Authorization” and find the particular scenario that applies to your situation.
*Please contact us at customerservice@completehomesupply.com as soon as possible if you would like to cancel or modify your order so we try to make changes before items ship.
Return Goods Authorization
Complete Home Supply will gladly work with you to return products purchased on our website for a variety of reasons. However since each circumstance can be different, please read the following carefully:
Warranty Claims Procedure
If a product needs to be returned based on a Warranty Claim, then the procedures for that particular vendor will apply. Please visit the the Warranty page for full details or select the Warranty Claims Form for a particular vendor below:
NOTE: Make sure to include our email address “customerservice@completehomesupply.com” in the CC Field when filling out any vendor form so we can help you track and complete your warranty claim.
General Guidelines for Returning a Product to Complete Home Supply
Download RGA Form
- Request for a RGA number does not ensure that the request will be approved.
- All goods being returned must have a return goods authorization number (RGA#) attached with the product.
- Return authorizations must be requested in writing by mail or email within 90 days of delivery and must include original PO#, Item #, and reason for return.
- Mailing Address = 210 Grand Canal, Newport Beach, CA 92662
- Email = customerservice@completehomesupply.com
- If goods were ordered incorrectly, a 15% restocking charge will apply and the customer is responsible for return freight charges.
- No returns on special orders.
- If an item is returned as defective, and after inspection and/or testing is deemed not defective, a credit will still be issued but the customer is responsible for return freight charges and a 15% restocking fee.
Return Goods Authorization for Defective Goods
We will gladly accept returns for defective goods unless the items have been discontinued from the Complete Home Supply product line. However, if the discontinued item is still under warranty the return of the defective item will be allowed.
If you return an item that is defective and you DO want a replacement:
- You will be refunded the return shipping cost you paid.
- You will not be charged for the replacement item shipping cost.
If you return an item that is defective and you DO NOT want a replacement, you will:
- You will be refunded the original purchase price and shipping cost.
- You will be refunded the return shipping cost you paid.
A full refund is at the discretion of Complete Home Supply after communicating with the individual vendors who are the ones to perform the inspection of the returned item. Some reasons an item would be deemed not defective by a vendor would be:
- Has the item already been installed, but done incorrectly?
- Are there any scratches or other damage caused by the customer?
- Is the defect being claimed not present?
Return Goods Authorization for an Item You No Longer Want or Incorrectly Ordered
If you simply no longer want an item for whatever reason or ordered something incorrectly, we will gladly accept these items. Please download and fill out the form provided below to receive a return goods authorization number (RGA#) from our returns department.
The same guidelines for this type of return apply as explained above.
Return Goods Authorization for Exchanging an Item
If you ordered the wrong item or need a different finish, we will gladly accept product exchanges and returns. Please download and fill out the form provided below to receive a return goods authorization number (RGA#) from our returns department.
The same guidelines for this type of return apply as explained above except for:
- If the item is replaced by another similar item or an additional order is placed with Complete Home Supply, the 15% restocking charge will be waived. You will still be responsible for the freight charges to return the item(s).
- You must place a new order through Complete Home Supply to be eligible for this type of return.
Additionally, to be eligible for an exchange return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional Information and Notes
Communication During the Refund Process
Once we receive your completed RGA form, we will send you an email to notify you that we have received it and the refund process has been initiated. Then when the return is received and being inspected, we will send you an email to notify you that we have received your returned item. Finally, we will notify you of the approval or rejection of your refund.
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, within 3 business days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank because there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@completehomesupply.com.
Shipping of Items Being Returned
To return your product, you will almost always send the item directly back to the original vendor at one of the following addresses:
Mountain Plumbing Products
PO Box 630008
Irving, TX 75063
NOTE: During the RGA process, you will receive confirmation from Complete Home Supply on where to ship your items for return and/or inspection.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. However, if you receive a refund because an item was defective, the cost of return shipping will be included in your refund.
Please note that depending on where you live, the time it may take for your exchanged product to first reach us and then you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Effective Date and Return Policy Updates
This Return Policy is effective starting: January 1, 2025
We reserve the right to modify this return and refund policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated.
