At Home Gathering Collection, we stand behind the quality of our products, but we understand that preferences can change. That's why we offer a 30-day return window for items that are NOT Custom or Made to Order products.
General Return Policy
Our general return policy is that we do accept returns of defective and non-defective products that are not Custom or Made-to-Order products. To initiate a return, please ensure that you contact us within (24 hours) of your order. Once we reply with an approval and a designated warehouse address the item must arrive at the designated warehouse within 30 days from the date of receipt or pickup of your order. We will help the customer with potential return methods and deduct the shipping costs from the refund if we set up the return but it is ultimately the customer’s responsibility obtain a return label and to return the item using any method that will allow for the product to return within the 30 day window. Return methods may be mail, freight, Fed-Ex, UPS, others, or self-carry to drop-off at a drop-off location. The item must be in unused condition and in its original packaging. Items that have been used are not eligible for a refund. Items returned in something other than the original packaging will be subject to a restocking fee or might be considered ineligible for a refund - this is up to the discretion of store management/ownership. Failure to provide notice within (24 hours) and arrival of the returned product within 30 days will result in the forfeiture of a refund. Our General Return Policy does not apply to: Pizza Ovens, Smokers, Video/TV Walls, Custom-Products, and Made to Order Products. — these items require special consideration and coordination with a Home Gathering Collection Support Team Member.
Please note, customers are responsible for covering the return shipping and restocking costs for returned items. Once the returned item(s) are received and inspected at the warehouse, we will notify you via email regarding the return payment process.
*Important: To qualify for a refund, returned items must be in "Like New" condition, including all original packaging and accessories, with no visible signs of wear. Items showing wear or damage due to use will not be accepted for a refund.
If you wish to return your order, please email us at sales@homegatheringcollection.com with your order number for assistance and we'll provide detailed return instructions. We strive to simplify the process for you.
NOTE: Please be aware that items approved for return will incur a restocking fee of up to 30% + return shipping costs.
Custom & Made-to-Order Return Policy
Custom and made-to-order products including but not limited to Prefabricated BBQ Islands, Chicago Brick Oven Pizza Ovens, Yolo Televisions and Customized Cushions, are subject to the following conditions:- There are no returns or cancellations on custom made/made-to-order products.
- If your product is damaged, see the damages policy below.
- Your warranty will guarantee you a fully functional and operational product.
All sales are final for Custom made and Made-to-order products.
Final Sale Item Policy
Some items are made or designated as a “Final Sale Item”. Any product that is made or designated as a “Final Sale Item” cannot be returned. All sales of this type are final. If a final sale item is damaged or missing any parts it will be treated as stated in the Damages section below.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-25 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@homegatheringcollection.com, or give us a call at 877-245-9242.
Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item. Our general policy is that we do not accept exchanges. For a potential exception review process, you may contact us at sales@homegatheringcollection.com. Please Note that approvals of this type are not a common practice.
General Cancellations (Before Order Ships)
If you need to cancel an order, we understand, and we're here to assist you promptly. Please contact our customer service team within (24 hours) to initiate the cancellation process before your order leaves the warehouse to avoid unnecessary return shipping fees.
Orders that are canceled before shipment may incur additional charges. However, if an order has already been shipped, it will be subject to our 30-day return policy upon receipt. In such cases, return shipping costs will apply. Custom and Made-to-Order products do not qualify for General Cancellation. (Custom & Made-to-Order brands include: Chicago Brick Oven, YOLO TVs, Etc.)
Cancellations of Custom Orders
It's important to note that Custom and Made-to-Order products cannot be canceled or refunded as these products are crafted, and put into production specifically for your order’s specifications. Custom and Made-to-Order products are strictly non-refundable. (Custom & Made-to-Order brands include: Chicago Brick Oven, YOLO TVs, Etc.)
All sales are final for Custom made and Made-to-order products.
Our team is dedicated to providing assistance and minimizing any inconvenience for our valued customers. If you have any questions or require further clarification regarding our cancellation policy, please don't hesitate to reach out to us at sales@homegatheringcollection.com. We're here to help make your shopping experience with us as hassle-free as possible.
Damages
If your product arrives damaged, please make a note of it immediately within (24 hours) when signing for delivery and send photos to sales@homegatheringcollection.com on the day of delivery. We will only cover the shipping costs for returning defective, damaged, or incorrect merchandise.
Retain all original packaging for items to be returned. All returns must be authorized by our customer service department before processing. We are committed to ensuring you receive undamaged products promptly. Products damaged after use are non-refundable unless covered under warranty.
Failure to report damages within (24 hours) of delivery implies acceptance of the product's condition as is, rendering you ineligible for return, refund, or exchange. We cannot guarantee manufacturer coverage for replacement parts if damages are not reported within (24 hours).
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact sales@homegatheringcollection.com for any questions.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
Additional Return Policy Notes:
- "Made to Order" products and certified pre-owned or used items are non-returnable and non-refundable.
- Orders intended for one-time or temporary use, such as those for trade shows or conferences, are not eligible for return.
- Final Sale items are sold as is and are exempt from regular store policy, covered only by the manufacturer’s Limited Warranty. No exceptions will be made for Final Sale items.
We value your satisfaction and strive to ensure a seamless shopping experience. If you have any questions or concerns regarding our return policy, please feel free to contact us.