Return Policy
We carry two brands, and each manufacturer sets its own return window, restocking fee and damage-reporting deadline. Find your brand below before you do anything else — the deadlines are different, and they are strict.
How to start a return
Every return begins with an email. We don't accept returns started any other way.
Email Customer Care
care@smarthomeluxury.comInclude your order number, the model number, the reason for the return, and the photos required for your brand. We'll confirm eligibility and email you a Return Authorization (RA) with the correct return address and shipping instructions.
Do not ship anything back before you have an RA. Product returned without a valid RA, or sent to an address other than the one on your RA, cannot be received, credited or refunded — and cannot be returned to you.
What happens next
You email us
Order number, model number, reason and photos. Same business day acknowledgement Monday through Friday.
We check eligibility
We confirm your return window, condition requirements and any fees against the manufacturer's policy, then send your RA in writing.
You ship it back
Use only the label and address on your RA. Repackage the unit completely — box, foam, hardware, filters, manuals and packing slip.
We inspect and refund
Approved refunds are issued within 48 hours of inspection. Your bank may take another 7-10 business days to post the credit.
Before you install — read this first
This is the single most common reason a return gets denied, and it is entirely preventable.
Once a unit is installed, it cannot be returned or exchanged — even if it arrived damaged. If anything is wrong, stop and email care@smarthomeluxury.com before your installer touches it.
Inspect and test every unit before installation begins, even if your install date is weeks away. Your brand's damage-reporting deadline starts the day the freight is delivered, not the day you open the box.
- Unbox the unit and check every side for dents, scratches and shipping damage.
- Plug it in and run every function — lights, all fan speeds, controls and filters.
- Confirm the model number and dimensions match what you ordered.
- Keep the box, foam, hardware, filters, manuals and packing slip until you're certain you're keeping the unit.
Cabinetry gets built around appliances. Verifying dimensions on delivery day — rather than on install day — is the difference between a free replacement and a non-returnable unit.
Requirements for every return
These apply to both brands. A return that fails any one of them will be denied.
Return Authorization required
Every return must be approved in advance and travel with a valid RA number. Returns processed outside this policy or without authorization are not eligible for a refund.
Uninstalled and unused
Product must be in new, resalable condition. Anything installed, wired, ducted, cut or altered is not returnable — including units that were installed and then removed.
Original packaging, complete
If any part of the original packaging is missing or discarded, the return will be denied. All original parts, manuals and packing slips must be included.
Photo documentation
Photos are required before an RA is issued. The number and type of photos depend on your brand — see the brand sections below.
Contiguous U.S. only
We ship to and accept returns from the lower 48 states. We do not accept returns from Alaska, Hawaii or any address outside our normal shipping range.
Clearance and special orders are final
Clearance, warehouse-deal, discontinued, custom and made-to-order items cannot be returned unless they arrive damaged or defective. Anything marked non-returnable in the product description cannot be returned.
ZLINE Kitchen & Bath
Brand policyReturn window
No restocking fee. The flat-rate return shipping fee below is deducted from your refund.
A 20% restocking fee plus the flat-rate return shipping fee are deducted from your refund.
No returns are accepted beyond 60 days from delivery under any circumstances.
Return shipping fees
ZLINE charges flat-rate return shipping based on the order's price and weight. These rates apply to ZLINE products only.
| Order type | Return shipping fee |
|---|---|
| Items under $100 | $25 |
| Parcel orders $100–$300 | $50 |
| Parcel orders over $300 | $100 |
| Freight orders up to 299 lbs | $200 |
| Freight orders 300–399 lbs | $300 |
| Freight orders 400–499 lbs | $400 |
| Freight orders 500 lbs and over | $500 |
| Accessories — chimneys, extensions, crown moldings, trim kits | Not returnable |
ZLINE supplies the return label. Shipments sent with an outside carrier cannot be tracked or received by ZLINE, and no credit can be issued for them. Use only the label and address provided on your RA.
Damaged or defective ZLINE product
- Visible damage at delivery: note it on the carrier's delivery receipt before you sign. Write the word damaged on the paperwork.
- Concealed damage: report it to care@smarthomeluxury.com within 24 hours of delivery.
- Photos required: at least 3 clear photos showing the damaged product and the shipping container, plus the tracking number for the order.
- The box must be opened and the damage to the product itself must be clearly visible in the photos. ZLINE may request additional photos or video before authorizing a replacement.
Not returnable
Chimneys, chimney extensions, crown moldings, trim kits and other accessory items are non-returnable and non-refundable.
Proline Range Hoods
Brand policyReturn window
Requested within 5 days of delivery and returned uninstalled in original packaging.
A 20% restocking fee plus return shipping costs are deducted from your refund.
No returns are accepted beyond 30 days from delivery under any circumstances.
Photo documentation
Proline requires photos before a return can be authorized:
- If the box has been opened: 6 clear photos showing all sides of the range hood, including the top and the bottom, taken outside of the packaging.
- If the box is unopened: photos showing that the factory seal on the tape has not been broken.
Damaged or defective Proline product
- Notify us within 5 business days of delivery at care@smarthomeluxury.com with your order number and photos of the damage.
- We will work with you to repair, replace or fully refund the item at no cost to you.
- Claims made after 5 business days will not be accepted. If damage is not reported inside that window, a refund cannot be issued.
Risk of loss in transit
If your shipment hasn't arrived within two full days after the carrier's estimated delivery date, contact us immediately. Loss claims must be made within 5 days from the ship date.
Not returnable
Chimneys and chimney extensions are non-returnable and non-refundable. This also covers any hood or chimney that has been installed, custom-cut or altered.
Refunds
Your return is inspected against the condition requirements when it arrives at the address on your RA.
Approved refunds are issued within 48 hours of inspection, back to your original payment method.
Depending on your bank and payment method, the credit can take another 7–10 business days to appear.
Restocking and return shipping fees are deducted from the refund according to the brand policy for your item. Fees are not deducted when the item arrived damaged or defective and was reported inside that brand's deadline.
Shipping is free on every order, so there is no outbound shipping charge to refund. Return shipping and restocking fees still apply per the brand policy above.
A refund cannot be issued if: the item was installed or altered; any accessories, hardware or original packaging are missing; damage was not reported inside the brand's deadline; the return window has closed; or the item was shipped back without a valid RA.
Exchanges and replacements
We don't process direct swaps. There are two paths, and the right one depends on your timeline.
You need the replacement right away
Place a new order for the item you want, then return the original for a refund under the policy for its brand. Fastest option if your install date is fixed.
You can wait
Return the original first. Once it's received and inspected, we issue the refund and you place the new order. No double outlay, but adds the return transit and inspection time.
If the item arrived damaged or defective and was reported inside the brand's deadline, we'll arrange a replacement or a full refund at no cost to you — no need to buy twice.
Cancellations and address changes
- Orders cancelled before shipment are refunded in full.
- Orders cancelled or refused after the product has shipped are treated as a return and are subject to that brand's restocking and return shipping fees.
- Address changes: contact us immediately at care@smarthomeluxury.com. Once an order has shipped, carrier reconsignment fees apply and can run up to $250 per order.
- If an incorrect address is provided at checkout and the carrier has to return the shipment to the warehouse, the applicable restocking and return shipping fees will be deducted from your refund.
- Smart Home Luxury reserves the right to cancel any order at any time. Cancelled orders are refunded immediately.
- Discount codes, price matching and promotional pricing cannot be applied retroactively after an order is placed.
Verify your shipping address at checkout. Freight reconsignment is the most expensive avoidable fee on any appliance order.
Questions about a return?
Customer Care is here to help
Monday through Friday, 8:30am – 5:00pm MST.
The policy shown on this page is Smart Home Luxury's official return policy. Printed materials packed with your product may contain outdated information — this page governs.