Refund policy

Overview

At Flatiron Home, we want your experience to feel calm, clear, and fair.

Because many of our products are fulfilled by third-party suppliers, our return and refund process may vary by item. This policy is designed to set realistic expectations while reflecting our commitment to helpful, respectful customer support.

If you have questions about a specific order, please contact us and we'll review your situation individually.

Return Window

We typically accept returns on eligible items within a set window from the date of delivery.

In most cases, this window is 30 days from the day your order is marked as delivered.
Items must usually be unused, in their original condition, and in the original or comparable packaging.

Because we work with multiple suppliers, some products may have different return windows or conditions. We'll let you know if your item falls under a special policy when you contact us.

Made-to-Order / Final Sale Items

Certain items may be final sale and not eligible for return or refund. This may include:

Custom or made-to-order products
Items clearly marked as "Final Sale" on the product page
Some personal, hygiene-related, or consumable items, depending on supplier policies

We aim to clearly label these cases whenever possible. If you're unsure whether a product is returnable, please ask before purchasing or contact us for clarity.

Items We Cannot Accept

We generally cannot accept returns on:

Items that have been used, significantly worn, or damaged after delivery
Items returned without prior contact or outside the return window
Items missing essential parts or packaging that makes safe return impossible
Final sale or made-to-order items, as described above

If you're uncertain whether your item qualifies, please reach out and we'll walk through the details with you.

How to Start a Return

To request a return:

1. Contact us with your order number and the item(s) you'd like to return.
2. Include clear photos if the product is damaged or defective.
3. Briefly explain the reason for your return (e.g., wrong item received, not as expected, damaged in transit).

We'll review your request, confirm whether the item is eligible, and share next steps, which may include:

A return address associated with the relevant supplier
Any instructions needed for packing and shipping the item back
Information about potential restocking fees, if applicable

Please do not send items back without receiving return instructions, as this can delay or prevent proper processing.

Return Shipping

Return shipping practices depend on the product and supplier:

In some cases, customers may be responsible for return shipping costs.
In other cases — especially where an item is damaged, defective, or incorrect — we may be able to cover or partially offset return shipping, subject to supplier policies.

We'll clarify any shipping responsibilities when we respond to your return request.

Damaged or Defective Items

If an item arrives damaged or appears defective:

1. Please contact us as soon as possible with photos and a description of the issue.
2. We'll review the details and coordinate with our supplier to find a solution.

Depending on the situation and supplier policies, this may include:

A replacement item
A refund for the purchase price
Other reasonable resolutions

We aim to handle these situations with care and fairness.

Refund Timeline

Once a returned item has been received and inspected (either by us or by the supplier), we'll notify you of the status of your refund.

If approved, we typically initiate refunds within a reasonable timeframe.
The time it takes for funds to appear in your account depends on your bank or card issuer and is usually a few business days after we submit the refund.

Because we coordinate with third-party partners, the overall timeline may vary. We'll keep you informed of any updates.

Exchanges

In certain cases, an exchange may be possible instead of a refund, such as:

Receiving the wrong color or variation
Receiving a defective item where a replacement is preferred and available

Please let us know if you'd prefer an exchange, and we'll confirm whether it can be arranged under supplier policies. If an exchange isn't possible, we'll discuss alternative options like a return and refund.

Important Notes

Many aspects of shipping, fulfillment, and returns are handled by our third-party suppliers. This means exact timelines and processes can vary from item to item.
We use language like "typically," "usually," and "we aim to…" to reflect common experiences while remaining honest that exceptions may occur.
Our goal is to communicate clearly, respond with care, and find reasonable solutions within the framework we're working in.

If anything in this policy feels unclear or you have a unique situation, please reach out. We're here to help you navigate the process in a calm, straightforward way. You can contact us at info@flatiron-home.com.