Home Suite Direct policies

Returns and refunds

Returns, cancellations, and what happens if something arrives damaged.

At a glance

30 days To request a change-of-mind return after delivery.
Unused and uninstalled In the original packaging, with all parts and manuals.
Restocking fee 15% for ZLINE and 30% for Forno on change-of-mind returns.
Damaged or defective No restocking fee or return freight for a confirmed problem we are responsible for.

A short summary. The full policy below is what applies.

Refund policy

Last updated: October 8, 2026

Whether you are ordering from the United States or Canada, we want you to choose appliances that work in your space. Please check the exact model number, dimensions, installation requirements, fuel or electrical connections, delivery access, and finish before placing an order. This policy explains voluntary returns, cancellations, damage, and problems with an appliance. Your rights under applicable consumer protection and warranty laws always apply.

Change-of-mind returns

You may request a voluntary return within 30 calendar days after delivery if the item is unused, uninstalled, and in new, resalable condition, with its original manufacturer packaging, original pallet if supplied, all accessories, manuals, and included parts. Contact us at info@homesuitedirect.com with your order number, item model number, reason for the request, and photographs of the product and packaging. Please wait for written return authorization before shipping a large appliance; freight returns must be coordinated so they can be received safely.

For an eligible change-of-mind return or an item you ordered incorrectly, the restocking fee is 15% of the returned ZLINE item's purchase price or 30% of the returned Forno item's purchase price. The restocking fee includes standard return freight from an eligible service area. If unusual pickup, packing, or access services are needed, we will quote the additional cost and ask for your agreement before proceeding. We will provide an itemized estimated refund before you agree to the return. The restocking fee and any agreed additional charge may be deducted from the refund. Any separately paid original delivery charge is not refunded on an ordinary change-of-mind return, except where law requires otherwise. No fee applies merely because an order was cancelled before shipment under the cancellation terms below.

An installed, used, modified, or unpackaged appliance is not eligible for a change-of-mind return under this voluntary policy. An accessory or a product clearly marked as a nonreturnable special order on its product page before purchase is also excluded from voluntary returns. A box opened only to inspect a product does not, by itself, remove statutory rights; ask us before repacking it for a voluntary return. These exclusions do not remove rights relating to a defective, damaged, misdescribed, or undelivered product, or any statutory cancellation right.

If your order is a multi-item kitchen package, contact us before sending back one component. We will explain whether the package pricing can be recalculated for a partial voluntary return and provide the restocking fee and any unusual return-service quote for the affected component. Any recalculation or return charge will be disclosed and agreed before the return proceeds. Defects or missing items in a package are handled under the sections below regardless of the voluntary package rule.

How an approved return works

After we authorize a return, follow the packaging and pickup instructions we provide. Please do not send a major appliance to the business mailing address unless we specifically direct you to do so. Retain your proof of shipment or pickup. We will promptly inspect an ordinary voluntary return after it arrives and issue the eligible refund to the original payment method within 10 business days after inspection, subject to the payment provider's posting time. We will tell you if a return does not meet the disclosed voluntary-return conditions and explain the reason.

A refund required by law, including a valid statutory cancellation, is handled under the applicable legal timing and cost rules rather than the voluntary-return inspection schedule above.

Cancelling before shipment

Contact us as soon as possible if you need to change or cancel an order. If it has not shipped or entered a non-cancellable supplier process that was clearly disclosed before purchase, we will confirm the cancellation and refund amounts paid for the cancelled items. If it has shipped and you change your mind or refuse an undamaged delivery, the voluntary-return rules above may apply if the item is eligible and comes back in the required condition. A refusal due to visible damage or a statutory cancellation is not a change-of-mind return. A special-order label does not cancel a statutory right.

Damaged, missing, incorrect, or defective items

Please inspect the outer packaging and the appliance when it is safe to do so. Note visible damage with the delivery team, take photographs of the item and packaging, and contact info@homesuitedirect.com with your order number and model number as soon as practical, ideally within 48 hours. This prompt notice helps us investigate with the carrier; it is not a deadline that takes away your legal rights. Keep the packaging until we explain the next steps, if reasonably possible.

If the item is damaged in transit, missing, materially different from what you ordered, or defective, contact us. We will investigate and arrange the remedy required by applicable law, which may include repair, replacement, cancellation, or a refund. We will not charge change-of-mind return freight or a restocking fee for a confirmed problem for which we are responsible. Do not install or use a visibly damaged appliance if doing so could be unsafe.

If your tracking shows delivered but you have not received the appliance, contact us promptly. We will work with the carrier and review delivery evidence. A carrier scan alone does not necessarily resolve a claim that you never received the order.

Manufacturer warranties and your legal rights

A manufacturer warranty, where offered, is described in the manufacturer's documentation for the exact model. Contact us if you need help identifying the warranty process. Nothing in this policy limits the legal warranties or other rights that apply to your purchase. In Québec, legal warranties apply independently of a manufacturer's commercial warranty. For qualifying new products sold to Québec consumers under contracts made on or after October 5, 2026, the legal guarantee of good working order applies for six years to ranges, refrigerators, and freezers, and five years to dishwashers, measured from delivery. We will handle a claim within our obligations as a merchant; we will not require a Québec consumer to seek a remedy only from the manufacturer.

The Québec guarantee of good working order concerns eligible consumer purchases and the product categories identified by law. Other legal warranties may also apply. The applicable guarantee period must also be shown clearly near the advertised price of each covered product, not only in this policy.