RETURNS AND REFUND POLICY

Last Updated: September 5, 2026

We want you to feel confident shopping with HollowHouse. If your purchase is not right for you, this policy explains how to request a return, report a damaged or incorrect item, and receive an eligible refund.

Please review the requirements below before sending any item back.

✦ POLICY AT A GLANCE

Return request period: Within 30 calendar days of delivery
Damaged, defective, incorrect, or missing items: Report within 7 calendar days of delivery
Condition: Unused, uninstalled, and returned with all original parts
Return approval: Required before mailing an item
Change-of-mind return shipping: Paid by the customer
Verified store error or product issue: Reasonable return shipping covered by us
Return inspection: Normally completed within 5–7 business days after receipt
Refund method: Original payment method
Bank posting time: Usually 7–10 business days after the refund is issued

This summary is provided for convenience. The complete terms below apply to all return and refund requests.

✦ 1. STANDARD RETURN PERIOD

You may request a return within 30 calendar days after the carrier records your order as delivered.

A return request must be submitted within this 30-day period. Once your return is approved, the package must be shipped within 14 calendar days after you receive the return instructions.

Returns requested or shipped after these periods may not be accepted unless required by applicable law.

✦ 2. RETURN ELIGIBILITY

To qualify for a standard return, an item must be:

Unused and in its original condition
Uninstalled, unassembled, and unaltered
Free from damage, stains, odors, wear, or signs of prolonged use
Returned with all components, accessories, manuals, and promotional items
Packaged in its original protective packaging or equally protective packaging
Accompanied by valid proof of purchase from our website

Opening a package solely to inspect an item does not automatically make it ineligible for return. However, the item must remain in resalable condition.

✦ 3. ITEMS THAT MAY NOT BE RETURNED

The following items are generally not eligible for a change-of-mind return:

Personalized, customized, or made-to-order products after production has begun
Products clearly marked “Final Sale” before purchase
Clearance products specifically identified as non-returnable
Products that have been used, installed, assembled, modified, or repaired
Products damaged through misuse, improper handling, or failure to follow instructions
Items missing original parts, accessories, or included promotional products
Gift cards, if offered
Any other item identified as non-returnable on its product page before checkout

A final-sale or non-returnable designation does not eliminate any rights you may have if an item arrives damaged, defective, or materially different from what was ordered.

✦ 4. HOW TO REQUEST A RETURN

Please do not mail an item back before receiving return approval.

Step 1 — Contact Customer Support

Email:

Pinemistvalley@help-contactus.com

Use the suggested subject line:

Return Request — Order #[Your Order Number]

Step 2 — Provide Your Information

Include:

Your full name
Your order number
The email address used at checkout
The item you wish to return
The reason for the return
Clear photographs showing the item and its current condition

Step 3 — Wait for Return Instructions

If the return is eligible, our Customer Support Team will provide:

Return authorization
The correct return address
Packaging instructions, when applicable
Any additional steps required for your item

Step 4 — Package and Ship the Return

Pack the item carefully and send it using a trackable shipping method. Keep the shipping receipt and tracking number until the return and refund are complete.

Important: The address printed on the original parcel may not be an authorized return facility. Do not send a return to that address unless our Customer Support Team specifically instructs you to do so.

✦ 5. UNAUTHORIZED RETURNS

Returns sent without prior approval may be delayed because we may be unable to identify the order or match the package to an approved request.

An unauthorized return may be declined if:

It is sent to the wrong location
It cannot be associated with a valid order
It falls outside the return period
It does not meet the eligibility requirements
Delivery charges remain due on the package

We do not accept C.O.D. or postage-due returns.

✦ 6. RETURN SHIPPING COSTS

Change-of-Mind Returns

If you are returning an eligible item because you changed your mind, selected the wrong item, or no longer want the product, you are responsible for the return shipping cost.

Return shipping costs paid directly to a carrier are not reimbursed.

Damaged, Defective, or Incorrect Items

If we confirm that an item was damaged in transit, defective, or different from what you ordered, we will provide an appropriate solution. Depending on the circumstances, this may include:

A prepaid return label
Reimbursement of reasonable return shipping costs
A replacement
Replacement parts
A partial refund
A full refund

Do not purchase return postage for a damaged or incorrect item until our team provides instructions.

Responsibility During Return Transit

When you purchase your own return label, the return remains your responsibility until it is delivered to the authorized return facility.

We strongly recommend using a carrier that provides tracking. We cannot complete a refund for a return that cannot be located or confirmed as delivered.

✦ 7. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Please inspect your order promptly after delivery.

The product arrived damaged
The product appears defective
You received the wrong item
A product or component is missing
The package arrived with significant visible damage

Please provide:

Your order number
A description of the issue
Clear photographs of the item
Photographs of the interior and exterior packaging
A photograph of the shipping label
A short video, if needed to demonstrate a functional problem

Please keep the item and all packaging until we finish reviewing your request. Do not discard, repair, modify, or return the product unless instructed.

The seven-day reporting period helps us investigate carrier and fulfillment issues promptly. It does not limit any non-waivable rights available under applicable law.

✦ 8. NATURAL PRODUCT VARIATIONS

Some decorative products may include hand-painted, hand-finished, distressed, antiqued, textured, or naturally varied details.

Minor differences in color, finish, texture, pattern placement, or measurements may occur and are not necessarily defects when those variations are disclosed in the product description.

Screen settings and lighting conditions may also affect how colors appear. If you are unsure whether a variation qualifies as a defect, send clear photographs to our Customer Support Team for review.

✦ 9. EXCHANGES & REPLACEMENTS

Exchanges and replacements are subject to product availability.

If the requested replacement is unavailable, we may offer:

A comparable replacement, with your approval
Store credit, with your approval
A refund to the original payment method

Replacement items cannot be reserved indefinitely while a return is in transit.

If an exchange is approved because of a change of mind, you may be responsible for the associated return and reshipping costs. Verified damaged, defective, or incorrect items will be handled without additional standard shipping charges.

✦ 10. RETURN INSPECTION

After your return is delivered to the authorized facility, please allow approximately 5–7 business days for inspection.

During peak seasons or periods of unusually high return volume, inspection may take up to 14 business days.

We will verify:

The returned item matches the approved request
All parts and accessories are included
The item meets the required condition
The return was sent within the applicable deadline

You will receive an email after the return has been approved or if additional information is required.

✦ 11. REFUND AMOUNTS

An approved refund generally includes:

The amount actually paid for the returned item
Applicable sales tax associated with that item

Discounts, promotional codes, and bundle pricing will be reflected in the refund calculation. The refund will not exceed the amount originally paid.

Promotional Gifts & Bundles

If your purchase included a free gift, promotional product, or bundle discount, all applicable items may need to be returned together.

If you keep part of a bundle or promotional offer, the refund may be adjusted according to the offer terms and the value of the retained items.

✦ 12. SHIPPING & OPTIONAL SERVICE FEES

FREE Standard Shipping is included with eligible U.S. orders, so there is normally no outbound standard shipping charge to deduct from an approved return.

Any paid expedited shipping charge is generally non-refundable after shipment unless:

We shipped the wrong item
The product arrived damaged or defective
The paid shipping service was not provided
A refund is otherwise required by law

Priority Processing Fee

The optional $7.99 Priority Processing fee covers priority handling before shipment. It is not a shipping charge.

This fee is non-refundable once priority processing has begun. If the service has not started when an order is successfully canceled—or if we cancel the order—the applicable Priority Processing fee will be refunded.

✦ 13. REDUCED OR DECLINED REFUNDS

We do not charge a restocking fee for an eligible return that satisfies this policy.

However, where permitted by law, a refund may be reduced or declined if the returned item:

Shows signs of use, installation, or alteration
Is damaged because of inadequate return packaging
Is missing components, accessories, or promotional items
Is materially different from the item originally shipped
Cannot reasonably be resold because of its returned condition

Any adjustment will be based on the condition of the returned item rather than an automatic percentage. We will explain the reason for a reduced or declined refund.

✦ 14. HOW REFUNDS ARE ISSUED

Approved refunds will be sent to the original payment method used for the order.

We cannot normally issue a refund to:

A different card
A different PayPal account
An unrelated bank account
Cash, check, or another person’s payment method

After a return is accepted, we will initiate the refund as promptly as reasonably possible. You will receive a confirmation email after it has been issued.

Please allow approximately 7–10 business days for the credit to appear on your account. Posting times are determined by your bank, card issuer, PayPal, or other payment provider.

Currency-conversion differences and fees charged independently by a financial institution are not controlled or reimbursed by us.

✦ 15. CANCELLATIONS BEFORE SHIPMENT

If you wish to cancel an order, contact us as soon as possible.

We will make a reasonable effort to accommodate the request, but cancellation cannot be guaranteed after an order has:

Entered processing
Been packed
Been transferred to a fulfillment partner
Entered production as a personalized item
Been shipped

If an eligible order is successfully canceled before shipment, the approved amount will be refunded to the original payment method.

✦ 16. REFUSED & UNDELIVERABLE PACKAGES

Refusing delivery does not automatically qualify an order for a refund.

If a package is returned because of an incorrect or incomplete address, refusal, failure to collect it, or unsuccessful delivery attempts, we will review the order after the package reaches an authorized facility.

Any refund or reshipment will be determined according to:

The condition of the returned item
The reason for non-delivery
Applicable carrier charges
This policy and applicable law

Please contact us before refusing a package so we can provide appropriate instructions.

✦ 17. FAIR USE OF THIS POLICY

We reserve the right to review return activity for suspected fraud, alteration, product substitution, abuse, or repeated policy violations.

We may decline a return that is fraudulent or does not comply with this policy. Nothing in this section limits legitimate return requests or any consumer right that cannot legally be waived.

✦ 18. YOUR LEGAL RIGHTS

This policy provides our standard return and refund terms. Additional rights may apply depending on your state or other applicable law.

Nothing in this policy excludes, restricts, or waives any warranty, remedy, or consumer-protection right that cannot legally be excluded or restricted.

✦ NEED HELP WITH A RETURN?

Contact our Customer Support Team:

Email: Pinemistvalley@help-contactus.com
Suggested Subject Line: Return Request — Order #[Your Order Number]

Most messages receive a response within one business day. Messages received on weekends or observed holidays will be reviewed beginning on the next business day.

✦ Please contact us before returning an item so we can provide the correct instructions and return address.