Refund policy

Return and Refund Policy

We have a strict no-refunds, no-returns policy on all products. All washers, dryers, and related appliances are sold as is, and sales are final. We do not accept returns, exchanges, or provide refunds for change of mind, buyer's remorse, or any other reason unless explicitly covered under our limited 30-day functionality guarantee (detailed below).

30-Day Functionality Guarantee (Installation by Us Only)

For complete washer and dryer sets that we personally install and hook up at your location, we provide a 30-day functionality guarantee starting from the date of installation. During this period, if the installed set is not functioning properly as intended (e.g., mechanical or operational failure not caused by misuse, improper maintenance, or external factors), we will repair it at no cost to you. This guarantee covers labor and parts needed to restore functionality.

To qualify:

  • The installation and hookup must be performed entirely by us (Longhorn Washer and Dryer).
  • You must contact us immediately upon noticing any issue, and no later than 30 days after installation.
  • Proof of our installation service (e.g., invoice or service receipt) is required.

This guarantee does not include cosmetic issues, damage from misuse, neglect, unauthorized repairs, or normal wear and tear. It is a limited repair-only guarantee and does not entitle you to a refund, replacement, or return of the product(s).

Release of Liability — Customer Pickup & Third-Party Installation

For any appliance that is picked up by the customer, delivered without installation by us, or installed by anyone other than Longhorn Washer and Dryer, the customer assumes all risk and responsibility from the moment the appliance leaves our possession. By taking possession of the appliance without our professional installation, the customer acknowledges and agrees to the following:

  • Longhorn Washer and Dryer is not liable for any property damage, water damage, flooding, electrical issues, fire, personal injury, or death resulting from the transport, installation, connection, use, or malfunction of the appliance.
  • Longhorn Washer and Dryer is not liable for any damage to floors, walls, cabinetry, plumbing, electrical systems, or any other property caused directly or indirectly by the appliance.
  • The customer is solely responsible for ensuring proper hookup, leveling, ventilation, and compliance with all applicable local building codes, manufacturer specifications, and safety standards.
  • Improper installation — including but not limited to incorrect water supply connections, drain line setup, gas line connections, electrical wiring, or failure to secure transit bolts or hoses — can result in serious property damage or personal harm, and Longhorn Washer and Dryer bears no responsibility for any such outcomes.
  • This release of liability applies regardless of whether the appliance was functioning properly at the time of sale or pickup.
  • The 30-Day Functionality Guarantee described above does not apply to any appliance not installed by us.

By completing a pickup or accepting delivery without installation, the customer agrees to these terms and waives any and all claims against Longhorn Washer and Dryer, its owners, employees, and agents related to the appliance.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item arrives defective, damaged during shipping, or if you receive the wrong item. We will evaluate the issue and work to make it right (e.g., repair under warranty, replacement part, or other resolution at our discretion). Delays in reporting may affect our ability to assist. For any concerns, email us at jax@longhornwasheranddryer.com.

Exceptions / Non-Returnable Items

Due to the nature of our products, all items are non-returnable and non-refundable except as outlined in the 30-day functionality guarantee above. This includes:

  • Washers, dryers, and major appliances (sold as is).
  • Custom or special-order items.
  • Items that have been installed (even partially) by anyone other than us.
  • Sale items, clearance items, or gift cards.

We do not accept returns for hazardous materials, flammable items, or any product that cannot be resold as new. Please contact us if you have questions about a specific item.

Exchanges

We do not offer exchanges. If an item qualifies for resolution under our functionality guarantee or arrives damaged/defective, we will handle repairs or corrections directly. For other needs, please reach out to discuss options.

Refunds

Refunds are extremely limited and only issued in rare cases (e.g., pre-shipment cancellation if approved, or as required by law). We do not process refunds for returns outside our guarantee or EU cooling-off rules.

If a refund is approved (e.g., under EU rules or for a pre-delivery issue), we will notify you and process it to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since approval without seeing the refund, contact us at jax@longhornwasheranddryer.com.

For any questions about this policy, installation services, or issues with your washer/dryer, please email us at jax@longhornwasheranddryer.com. We're here to help ensure your appliances work as expected when we handle the setup!