Refund policy

Return & Refund Policy

At Convenient Height Company, we design and manufacture extra-tall 20 to 21-inch bowl commodes engineered specifically for accessibility, independence, and long-term comfort. Because specialty plumbing fixtures involve significant freight handling, precise weight specifications (up to 500 lbs capacity), and strict sanitation standards, we want to ensure every customer has total clarity regarding return eligibility, retailer-specific guidelines, and delivery inspection processes.

 

Convenient Height products are sold both directly through our official website and via authorized retail partners. If you purchased your Convenient Height toilet or accessory through a third-party retailer, the return process and policy parameters are managed under that specific retailer’s customer care framework:

  • Purchases via The Home Depot: Orders placed through Home Depot stores or homedepot.com are subject to The Home Depot’s standard return policy. Most standard merchandise purchased through Home Depot can be returned within 90 days of purchase with valid proof of purchase. Customers who purchased using eligible Home Depot consumer or commercial credit cards may qualify for up to a Home Depot dedicated return window in accordance with Home Depot policy. Online orders may typically be returned in-store or initiated online through your Home Depot account.

  • Purchases via Lowe’s Home Improvement: Orders placed through Lowe’s stores or lowes.com are governed by Lowe’s return policy. Most new, unused merchandise with a receipt can be returned or exchanged within 90 days of the original purchase date. Customers utilizing select Lowe’s credit accounts may be eligible for extended return privileges of Lowe's dedicated return window, subject to Lowe’s policy exceptions. Returns can be processed at any local Lowe’s retail location or initiated via Lowes.com.

Please note: For items purchased through retail partners, all return requests, refunds, store credits, and order lookups must be handled directly with the respective retailer.

 

For orders placed directly through our online store, Convenient Height Company maintains structured return guidelines to protect product integrity, sanitation standards, and freight logistics.

Return Eligibility & Request Window

  • 30-Day Evaluation Period: Direct website purchases are eligible for return requests within 30 calendar days from the date of initial delivery.

  • Uninstalled Condition: Due to the personal hygiene nature of sanitary plumbing fixtures, returns can only be accepted for merchandise that remains 100% unused, uninstalled, and sealed in its original manufacturer packaging with all factory bands, protective inserts, and hardware intact.

  • Opened Product Exclusions: Once a box is opened, or the product has been physically handled or test-fitted, it is no longer eligible for return, exchange, or store credit. We encourage customers to verify all rough-in dimensions (12” standard rough-in), water supply placements, and height clearance requirements prior to unboxing.

3. Return Shipping & Handling Responsibilities

For approved direct website returns:

  • Customer Return Shipping: The customer is fully responsible for arranging and paying all outbound return freight or carrier shipping charges necessary to deliver the returned item back to our designated fulfillment facility.

  • Packaging & Insurance Protection: Because specialty porcelain fixtures are fragile and heavy, returned items must be securely packaged in their original outer carton. We strongly recommend utilizing a trackable shipping carrier (such as FedEx or UPS) and purchasing full shipping insurance covering the total value of the fixture. Convenient Height Company cannot issue refunds for returned items that arrive damaged, broken, or lost in transit.

  • Restocking & Processing: Once the returned shipment is received and inspected at our warehouse to confirm it is completely unopened and in resalable condition, your refund will be processed back to the original method of payment, minus any original outbound shipping or handling fees incurred during initial order dispatch.

4. Damaged, Defective, or Freight Transit Issues

We take extreme care in packaging our extra-tall commodes for heavy-duty transit.

  • Immediate Freight Inspection: Upon delivery, please thoroughly inspect the exterior box for visible gouges, punctures, or crushed corners before opening.

  • Damage Claims: If your shipment arrives visibly broken or damaged during transit, please photograph the outer carton and damaged internal components immediately. Contact our Customer Support team within 7 days of delivery with your order number and photo documentation so we can promptly file a carrier claim and dispatch a replacement unit or component at no additional charge to you.

5. How to Initiate a Direct Return

To request a return authorization for a direct website order:

  1. Contact our support team via our official website contact channels with your original order number and full name.

  2. Our team will verify your purchase date and send you a Return Merchandise Authorization (RMA) number along with the correct warehouse return address.

  3. Clearly mark the RMA number on the outer box shipping label (never write directly on the product artwork) and send tracking information to our team once dispatched.