Returns
30 days to change your mind, on every size.
Any Home Fairway product, including all five Fairway sizes and the Impact Padding, can be returned within 30 days of delivery in unused, original condition and packaging. A 15 percent restocking fee is deducted from the refund, and you pay the return freight. Refunds are issued to the original payment method once the return is received and inspected.
That is the whole policy in two sentences. The rest of this page explains how it works in practice, because a freight return is not the same as dropping a box at a shipping store, and there is one step on delivery day that matters more than everything else here.
Why there is a restocking fee. When a system comes back it has to be inspected, repacked, and resold, and the fee covers that. We would rather you never pay it, which is why the sizing review below is free.
Get the free sizing review before you order. Send us your room width, your ceiling height, and where the studs or joists run. We will confirm which size fits, or tell you that none of them do. It costs nothing, it takes one message, and it is the step that decides whether you end up with a screen you can use. Start with the sizing guide, then send us your numbers through the contact page.
The restocking fee does not apply to a broken system. Defective and freight damaged items are covered on every size, at our cost. The fee is for changed my mind and does not fit. It is not for arrived broken.
Read this before your delivery arrives. Inspect the packaging with the driver standing there and note any visible damage on the delivery receipt before you sign. Damage you only find after unpacking is covered too, as long as you report it with photos within 5 days of delivery. Questions before delivery day, call or text 817-458-8556.
The condition requirement, in plain terms
Unused and in original condition and packaging means what it sounds like, on every size. Keep the crate and the packing material until you are certain you are keeping the system. Once the screens have been mounted, run, and hit into, they are no longer unused, and we cannot take them back under this policy.
What that means practically: test fit before you commit. Measure your wall. Confirm the bracket locations land on studs or joists. Confirm your ceiling height. If anything looks wrong when the crate arrives, stop there and call us rather than mounting it and hoping.
Return freight is your choice
The restocking fee is 15 percent of the product price. The other cost in a return is the freight, and you decide how that gets handled:
- You book it. Arrange and pay for the return freight yourself, with whichever carrier you want. You control the price and the pickup date, and your refund is the purchase price less the 15 percent restocking fee.
- We book it. We arrange the pickup and deduct the actual freight cost from your refund along with the restocking fee. Actual cost, not a padded number, and we tell you what it is before we book anything.
Both are real options and we do not push either one. Some people would rather shop the rate themselves, some would rather not talk to a freight carrier at all.
We are not going to pretend return freight on an oversized crate is cheap. It is not. That is exactly why we would rather spend twenty minutes with you before you order than have you find out afterward.
Who pays what
| Any size, you changed your mind or it does not fit | Returnable within 30 days of delivery, unused and in original packaging. A 15 percent restocking fee is deducted from the refund. You pay return freight, either by booking it yourself or by having us book it and deduct the actual cost from the refund. |
| Any size, arrived defective | We cover it. Contact us and we arrange the return at our cost. No restocking fee. |
| Any size, arrived damaged | We cover it, provided visible damage was noted with the carrier before you signed, or damage found after unpacking was reported to us with photos within 5 days of delivery. Contact us right away and we will arrange the return at our cost. No restocking fee. |
If your delivery arrives damaged
This is the single most important thing a freight buyer needs to know, so here it is step by step.
- Do not wave the driver off. Walk out to the truck. You are allowed to look at the freight before you sign for it.
- Look at the packaging. Crushed corners, punctures, tears, water staining, a crate that has been re-wrapped or re-taped. Any of it counts.
- Photograph it before it comes off the truck if you can, and again on the ground.
- Write the damage on the delivery receipt. Be specific. "Crushed corner, right end of crate, packaging torn" beats "damaged". Then sign.
- Call or text us the same day at 817-458-8556, or email hello@thehomefairway.com, with your order number and the photos.
If you note the damage before signing, you are covered and we handle it. If the packaging looked fine and you find damage once you unpack, report it to us with photos within 5 days of delivery and keep all the packaging. That is the carrier's own deadline for hidden damage, so it is ours too. Reported later than that, we may not be able to cover it.
How to start a return
Contact us with your order number. Call or text 817-458-8556, email hello@thehomefairway.com, or use the contact page. Tell us what happened and whether the crate has been opened. We will confirm the return, tell you whether you want to book the freight or have us book it, and confirm what the refund will be, restocking fee included, before anything ships. No portal, no automated queue. You are talking to Matt or Kade.
Once the return arrives back and is inspected, the refund goes to the original payment method. This page is the current and complete return policy.
The best return is the one that never happens
We would rather lose a sale than take one back, and we would rather lose the sale than sell you a size that does not fit, because a return costs you the restocking fee and the freight both ways. Almost every avoidable return we can imagine starts the same way, with someone guessing at their room instead of asking.
So ask. Send us your room width, your ceiling height, and where the studs or joists run. We will tell you which size fits, or we will tell you that none of them do. We have no interest in selling a Fairway 14 to a room that needs a Fairway 10, and we will say so.
- Sizing guide, which covers width, ceiling height, and swing clearance.
- Contact us with your measurements and we will confirm the right size for free.
- Shipping and delivery, including what freight day actually looks like.
- Warranty, which is a separate thing from returns and runs for two years from the purchase date.
Talk to us first
Before you order, before you mount, and before you sign a delivery receipt. Call or text 817-458-8556, email hello@thehomefairway.com, or use the contact page.