Return and Refund Policy

Effective Date: 2026-08-20

1. Overview

Home Retreat Co. is owned and operated by GALE LLC. At GALE LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through homeretreatco.com, and should be read together with our Shipping Policy, which sets out product- and supplier-specific delivery and reporting timeframes.

Summary

Region: United States
Return window: Most products may be returned within 30 days of delivery. Some products have a different return window based on their manufacturer or supplier — the applicable window for your order is shown on the product page, in your order confirmation, and in our Shipping Policy.
Damage-reporting window: Report damage, defects, or incorrect items within 48 hours of delivery for most products. Some suppliers allow a longer window (for example, certain furniture items allow 3 days) - the specific window for your product is shown on the product page and in our Shipping Policy. Where a product-specific window applies, it governs over the general 48-hour window stated here.
Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
Return shipping: For defective, damaged, or incorrect items, we cover return shipping. For preference-based returns, a prepaid label is still provided for convenience, but its cost is deducted from your refund.
Restocking fee: 25% of the product price for approved non-defective returns. Waived for exchanges of the same item and for returns due to a defective, damaged, or incorrect item.

2. Contact Information

To start a return or report damage, contact our customer service team:

Email: support@homeretreatco.com
Phone: 801-613-8612
Address: GALE LLC, 780 E 1070 S, Ephraim, UT 84627, United States

Hours: Monday to Friday, 9 AM to 5 PM MST

3. Eligibility for Returns

Returns are accepted under the following conditions:

The item arrived damaged, defective, or incorrect, or the customer wishes to return a new, unused item within the applicable return window
The damage or issue was reported within the applicable reporting window - generally 48 hours of delivery, unless a different window applies to your product (see your product page, order confirmation, or our Shipping Policy)
The customer wishes to return a new item within the policy window
The damage or issue was reported within 48 hours of delivery
The product is returned within the applicable return window - generally 30 days of delivery, unless a different window applies to your product
The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within the reporting window shown on your product page or order confirmation (48 hours for most products). Include:

Your order number
Photos clearly showing the damage or issue
A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label. For freight-delivered items, see our Shipping Policy for guidance on inspecting and documenting damage at the time of delivery.

5. Return Shipping and Fees

Defective, damaged, or incorrect items: We provide a prepaid return label at no cost to you.
Preference-based returns: A prepaid label is still provided for your convenience, but its cost will be deducted from your refund total.

Please ship approved returns within 7 days of approval using the provided label. If you send an item back without using the provided label, we may not reimburse you for shipping costs.

Restocking Fee: Non-defective returns are subject to a 25% restocking fee based on the product price, deducted from your refund. Exchanges for the same item, and returns due to a defective, damaged, or incorrect item, do not incur a restocking fee.

6. Refunds and Replacements

After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
Refunds are issued to the original payment method within 7 business days after approval
If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

Items reported after the applicable damage-reporting window (see Section 3)
Items damaged due to misuse or neglect
Personalized, custom-made, or perishable goods
Intimate or sanitary products such as underwear, swimwear, or personal care items (unless sealed and unused)
Gift cards and downloadable digital items

9. Cancellations

Orders may be canceled before shipment for a full refund.
Once shipped, cancellations are not possible. You must follow the return process outlined above.