Refund Policy

REFUND & RETURN POLICY

Your satisfaction is our number one priority. 

This policy applies to orders placed directly on the muellerhome.us website. If you purchased a Mueller/MuellerHome product through an authorized retailer/marketplace, their return policy applies.

As part of our return policy, MuellerHome requires certain steps to be followed for smooth processing. We believe in ensuring your satisfaction while safeguarding both you, our valued customer, and MuellerHome during the return process.

1) STANDARD PRODUCTS - 30-DAY RETURNS (IF ELIGIBLE)

For items that are not Large Appliances, we may accept returns within 30 days from the purchase date for a full refund of your purchase price, excluding shipping. We accept unused merchandise, subject to approval and the requirements below.

STEP 1: All returns must be approved first.

Email support@muellehome.us to request a return, with the following information:

  1. First Name, Last Name
  2. City, State, ZIP Code
  3. #Order Number (e.g) #MW1000)
  4. Reason For Return: 
    • Wrong Item Received
    • Defective Product
    • Wrong Product Received
    • Change of Mind
    • No Longer Needed
    • Ordered in Error
    • Wrong Item Ordered
    • Part Does Not Fit
    • Missing Parts
    • Product & Shipping Packaging Damaged
    • Product Damaged, No Shipping Damage
    • Any other information.

STEP 2: Our Customer Support team will provide an address for return. Following return, please provide via email reply, the tracking number for proof of your return.

Please note that the buyer is responsible for return shipping costs. Send your package using a shipping service that provides a tracking number (FedEx or UPS). We are not responsible if there is no proof the product was delivered to us.

STEP 3: Once we receive your return, please allow approximately 10 business days from when the product is received for your refund. Refunds will be issued to the original method of payment. 

 

2) LARGE APPLIANCES (FREIGHT/LTL ITEMS) - FINAL SALE

Due to the size and nature of large products shipped via LTL (freight delivery), all Large Appliances are final sale and are not eligible for return or refund. This includes (but is not limited to) gas ranges, rangehoods, and dishwashers.

Exception (limited): If an incorrect large appliance has been sent, or the large appliance arrives damaged or has a verified manufacturing defect covered under warranty, MuellerHome will work with you through the Damage & Warranty Claims process below. Any replacement/return is only available if approved in writing by MuellerHome.

a) Return Authorization (RA)

  • All returns must be approved first.
  • Email support@muellerhome.us to request a return.
  • If approved, we will issue an RA (Return Authorization) and instructions.
  • Returns sent without an RA will not be accepted, and a credit will not be issued.
  • Once an RA is issued, the item must be shipped back within 15 business days.

b) Return Authorization (RA)

Returns will not be accepted for reasons including, but not limited to:

  • Change of mind
  • Item no longer wanted
  • Purchased in error
  • Incorrect fit or preference

c)       c) Return Condition Requirements

Approved returns must be received by MuellerHome:

  • In new/impeccable/unused condition
  • In original, undamaged packaging
  • With all original contents (parts, manuals, accessories, inserts, etc.)

If packaging is missing/damaged or items are missing/used, MuellerHome may:

  • Apply a 20% restocking fee, and/or
  • Deduct the value of missing/damaged components, and/or
  • Refuse the return and deny the refund

d) Damages & Issues (Shipping Damage / Missing Parts)

Before shipping, every product from MuellerHome undergoes individual inspection to ensure they leave our facilities in pristine condition.

Please inspect your order promptly upon delivery.

e) Freight/LTL Deliveries (Large Appliances):

  • Inspect at delivery before signing. Ensure the product name/model/color is as ordered.
  • If your item arrives damaged, visible damage must be reported at the time of delivery and noted on the freight carrier’s delivery receipt, even if slightly damaged.
  • If the shipment is significantly damaged, you may refuse delivery and notify us immediately.

f) Visible Shipping Damage:

  • Must be reported within 48 hours of delivery in order to be eligible for a full refund of the unit value. Otherwise, 100% of the value will be charged, and may result in additional shipping fees for returns, reships, and exchanges.
  • Email support@muellerhome.us with:
    • Order number
    • At least 3 clear photos/videos of the damage (multiple angles)
    • Photos of the packaging and shipping label (if applicable)
    • Please note that box damage is not considered final, and the box must be opened to reveal clear evidence of product damage. Additional photographs or videos may be requested for replacement processing.

g) Concealed Damage (box appears undamaged):

  • Must be reported within 30 days of delivery
  • At least 3 clear photos/videos are required for claim review. Additional photographs or videos may be requested for replacement processing.
  • Returns, reship, and exchanges for concealed damage can be facilitated within 30 days following the date of delivery, but shipping fees will apply in accordance with our pricing and carrier guidelines.

h) Installation & Usage Considerations

  • Before installing your unit, please conduct a functionality test by plugging it in and ensuring it works correctly, if applicable.
  •       If the unit does not function, please contact our customer support immediately via email support@muellerhome.us
  •         Please be aware that MuellerHome does not accept exchanges or returns for damaged products once they have been fully installed or used.

i) Missing Parts:

  • Must be reported within 30 days of delivery.

j) Partial Damage

  •         Requests for parts replacement due to partial damage from shipping will be processed free of charge until 30 days following the date of delivery for select component.
  •       For reports made more than 30 days after delivery, the necessary parts will need to be purchased.

Claims reported outside these time windows may be subject to denial.

3. WARRANTY/ MANUFACTURING DEFECTS

If you believe your item has a manufacturing defect:

  • Contact support@muellerhome.us to open a warranty case.
  • For Large Appliances, issues must be diagnosed and confirmed by a licensed service provider approved by MuellerHome before any replacement or major remedy is authorized.
  • Remedies may include parts support, repair, refund, or replacement where applicable.

4. CANCELLATIONS AND ORDER CHANGES

If you need to cancel or change an order, contact us immediately at support@muellerhom.us

  • Requests are not guaranteed once an order is in processing or shipped
  • For large appliances, if cancellation is not possible, the order will be handled under this policy (Large Appliances remain final sale).

5. EXCHANGES

We generally do not offer standard exchanges. If your item arrives damaged or defective, we will evaluate the case and provide an appropriate remedy if approved.

6.  RETURN SHIPPING & FEES

For approved returns not related to verified damage/defect, customers are responsible for return shipping costs.

  •  If a product is confirmed to be defective or damaged during transit, return shipping and replacement will be handled in accordance with our damage and replacement policy.
  • If a return is approved under warranty, all return transportation and handling costs are the customer's responsibility, unless otherwise stated in writing.
  • MuellerHome does not refund the original shipping cost in any case. There will not be refunds or compensations related to the shipping and handling of the products under any circumstances.
  • Additional shipping charges apply with shipments outside the 48 contiguous United States, expedited shipping, and oversized items. These additional shipping charges, such as taxes, customs duties, and fees are the responsibility of the purchaser.
  • Refunds will not be issued for any costs incurred by the consumer related to delivery extras, installation, handling, or additional services.
  • Freight/LTL handling costs (if any return is approved) may be the customer’s responsibility unless MuellerHome states otherwise in writing.

6. REFUNDS

Once your return is received and inspected, we will notify you of the approval status.
If approved, refunds are issued to your original payment method, minus any applicable shipping/fees/restocking deductions. Processing time depends on your bank/payment provider.

7.  NON-RETURNABLE ITEMS

  • Large Appliances (Freight/LTL items) - Final sale
  • Installed or used items
  • Special-order items
  • Altered items
  • Items returned without an RA

8. Email: support@muellerhome.us