Refund & Returns Policy

Overview

At Houston Store Fixtures, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we will work with you to make it right. Please read the following policy carefully before initiating a return.

Return Window

We accept returns on eligible items within 30 days of the delivery date. To qualify for a return, items must be:

• Unused and in their original, unassembled condition
• In the original manufacturer packaging with all parts, hardware, and documentation
• Accompanied by proof of purchase (order number or receipt)

Items returned after 30 days, or in used, assembled, or incomplete condition, will not be accepted and will be returned to the sender at their expense.

Non-Returnable Items

The following items are not eligible for return or refund:

• Custom and special-order items — products ordered specifically to your specifications, custom sizes, custom colors, or items not part of our standard inventory
• Assembled items — any product that has been assembled, installed, or altered
• Used items — any product showing signs of use, wear, or installation
• Gondola shelving — all gondola shelving units and components are non-returnable
• Items damaged due to misuse, improper assembly, or negligence
• Clearance or final-sale items (clearly marked at time of purchase)

Restocking Fee

All non-defective returns are subject to a 25% restocking fee applied to the original product price. This fee covers inspection, repackaging, and restocking costs. The restocking fee will be deducted from your refund.

No restocking fee is charged on returns of items that arrived damaged or defective (see below).

Return Shipping

For non-defective returns, the buyer is responsible for all return shipping costs. We recommend using a trackable shipping method and purchasing insurance for items of value. Houston Store Fixtures is not responsible for items lost or damaged in transit during a return shipment.

For large or heavy items (e.g., display case units, slatwall panels) that originally shipped via freight, return freight costs are the buyer's responsibility and can be significant. Please factor this in before initiating a return.

Damaged or Defective Items

If your order arrives damaged or defective, please report it within 48 hours of delivery. To report a damaged or defective item:

1. Contact us immediately at sales@houstonfixtures.com or (713) 334-9786
2. Provide photos of the damaged item and original packaging (required for freight claims)
3. Keep all original packaging materials until the claim is resolved

For verified damage or defects reported within 48 hours, we will arrange return shipping at our expense and issue a full replacement or refund at your option. No restocking fee applies.

Damage claims reported after 48 hours may not be eligible for a full remedy. We will review late reports on a case-by-case basis.

How to Initiate a Return

1. Contact our team at sales@houstonfixtures.com with your order number and reason for return.
2. We will review your request and issue a Return Merchandise Authorization (RMA) number within 2 business days if the return is approved.
3. Ship the item(s) to our warehouse at the address below. Clearly write the RMA number on the outside of the package. Returns without an RMA number will be refused.
4. Once we receive and inspect the returned item, we will process your refund within 7–10 business days.

Refund Processing

Approved refunds are processed within 7–10 business days of receiving the returned item and completing our inspection. Refunds are issued to the original payment method. Please allow additional time for your bank or card issuer to post the credit to your account (typically 3–5 business days after we process the refund).

We do not issue refunds in cash or by check for credit card purchases.

Contact Us

For return requests or questions about this policy, please contact us: