Overview
A customer may request refunds, returns, and exchanges for various reasons. Refunds, returns, and exchanges are primarily handled by the customer's place of purchase (POP).
Refund: When a seller returns a portion (partial refund) or all of a customer's payment for a purchased product in monetary funds or a store credit. A product return may be required to receive a refund.
Returns: When a customer returns a purchased item to their place of purchase, usually for a refund, store credit, or an exchange.
Exchange: When a customer returns a product and receives a different product in its place.
Guidelines
To ensure we provide the correct information when a customer requests a refund for a purchased product, to return a product, or an exchange for a purchased product, we must complete the following steps:
Online Purchases
1.) Confirm the customer's place of purchase
- Search the CC Order List or Sales Order Query and search using the following criteria:
- Order Number (Purchase Order Number or Web Order Number)
- Name and Address (Ship to Name, Ship to Address)
2.) Review the CUSTOMER ID and CUSTOMER NAME fields to confirm their place of purchase.
3.) Follow the steps below for the corresponding POP
NOTE:
If no order number is found, confirm the following potential issues below:
- Order placed under another name or shipped to the store
- Purchased in person at a retail store
- The place of purchase is an unauthorized dealer
If the order still needs to be found or the customer is unsure, ask for a copy of the customer's receipt.
Place of Purchase
The Home Depot
US or CAN Purchases are made online through Home Depot's websites (homedepot.com, homedepot.ca, hdsupplysolutions.com) or in-store.
- CUSTOMER ID: C1013, C1116, C1145, C1076
- CUSTOMER NAME: HD.COM, HD Canada, HD Supply, HD SO
Refunds
- All customer refunds are handled by The Home Depot directly
- Usually requires the return of the product
Returns
- Can be returned within 90 days with proof of purchase
- Can be returned to a local Home Depot Retail Locations
- For pick-up option information, customers must contact Home Depot's customer service department.
Exchange
- Usually handled as a return and re-order through Home Depot.
- Customer must contact Home Depot for information and required steps.
Resources
Home Depot USA: Return Policy WebPage
Home Depot USA: Customer Servcie Number: 1-800-466-3337
Home Depot CAN: Return Policy WebPage
Home Depot CAN: Customer Service Number: 1-800-628-0525
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Floor & Decor
Purchases are made online through Floor & Decor website (flooranddecor.com) or in-store.
- CUSTOMER ID: C1010
- CUSTOMER NAME: Floor & Decor
Refunds
- All customer refunds are handled by Floor & Decor directly
- Usually requires the return of the product
Returns
- Can be returned within 90 days with proof of purchase
- Can be returned to a local Floor & Decor store location (excluding select stores in Louisiana)
Exchange
- Customer must contact Floor & Decor for information and required steps.
Resources
Floor & Decor: Return Policy WebPage
Floor & Decor: Customer Service 877-675-0002
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LOWES
Purchases are made online through LOWES website (lowes.com)
- CUSTOMER ID: C1233
- CUSTOMER NAME: Lowe's Companies, Inc
Refunds
- All customer refunds are handled by Lowes directly
- Usually requires the return of the product
Returns
- Can be returned within 90 days with proof of purchase
- Can be returned to a local Lowes store locations
Exchange
- Customer must contact Lowes for information and required steps.
Resources
Lowes: Return Policy WebPage
Lowes: Customer Service 800-445-6937
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CASTICO/UPHOME
Purchases are made online through CASTICO or UPHOME websites (castico-tx.com, uphome-tx.com)
- CUSTOMER ID: C1160
- CUSTOMER NAME: ECOMMERCE
CASTICO and UPHOME online sales are final and do not offer refunds, returns, or exchanges due to customer choice.
All other issues will be handled under Warranty Coverage terms.
Any exception must be escalated to the Customer Care Director.
Resources
CASTICO Customer Care Email: Contact@Castico-TX.com
UPHOME Customer Care Email: Contact@Uphome-TX.com
CASTICO Customer Care Phone Number: 844-364-2502
UPHOME Customer Care Phone Number: 844-364-7991
Warranty Claim Form: https://castico-tx.com/warranty-submission-form/
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All Other Place of Purchase
Please refer customers to their POP.