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 all sales are final. We do not accept returns, exchanges, or provide refunds for change of mind, buyer's remorse, or any other reason, except as explicitly covered under our Longhorn Guarantee (detailed below) or as required by law.

Longhorn Guarantee — Professional Installation Only

When you choose Longhorn professional installation ($150), the washer and/or dryer we install is covered by our free functionality guarantee at no extra charge. Coverage comes in two tiers, based on the machine:

Full 1-Year Guarantee — 365 days. Top-load washers, all dryers, and top-load washer & dryer sets are covered for 365 days from the delivery/installation date.
60-Day Guarantee — front-load. Front-load washers, and any set that includes a front-load washer, are covered for 60 days from the delivery/installation date. Front-load machines are more complex to service — most refurbished sellers give front-loaders 30 days or no coverage at all. We back ours for a full 60.

The rule is simple: any washer or set that includes a front-load washer is covered for 60 days; everything else is covered for a full year. A front-load dryer sold on its own has no front-load washer in it, so it carries the full 1-year guarantee.

Both tiers are the same repair-only guarantee. Neither entitles you to a refund, return, replacement (except at our sole discretion, as described below), credit, or cash value.

What is covered

During the guarantee period, if a machine we installed fails to perform its core wash or dry function due to a mechanical or electrical defect under normal residential household use, Longhorn will repair it at no cost to you. Covered repairs include parts, labor, and the service visit needed to restore normal functionality.

Who qualifies

To be eligible, all of the following must be true:

The unit was installed and hooked up entirely by Longhorn Washer and Dryer — professional installation is required, and coverage is void without it.
You are the original purchaser, and the unit remains at the original installation address within our service area.
The unit has not been moved, relocated, reinstalled, opened, modified, or serviced by anyone other than Longhorn.
You can provide proof of purchase and proof of our installation (invoice or service receipt).

How a claim works

Contact us promptly — by text, call, or email — as soon as you notice an issue, and stop using the machine once a fault appears. Damage caused by continued use of a machine after a defect is noticed is not covered.
Provide safe, reasonable access to the unit at the installation address so we can diagnose it.
If we confirm a covered defect, we repair it at no charge.
If we are dispatched and find no covered defect, or find the problem was caused by an excluded cause (see below) — such as misuse or a customer-side power, water, drain, or venting issue — a service-call fee of $[89] applies, payable by the customer.
Longhorn determines, in good faith and at its reasonable discretion, the cause of any failure and whether it is covered.

Repair-cost cap

Total covered repair costs on any single unit are capped at that unit's original purchase price. If covered repairs would exceed that amount, Longhorn may, at its sole discretion, replace the unit with a comparable refurbished unit (applying any Lifetime Trade-Up credit) instead of continuing to repair it. Replacement in this manner fully satisfies our obligations under this guarantee.

What is NOT covered

This guarantee does not cover any of the following, and any of the following will void coverage:

Cosmetic issues — dents, scratches, rust, discoloration, chipped paint, knobs, trim, panels, or any non-functional wear.
Misuse, abuse, or neglect — including overloading, using incorrect or excessive detergent, failing to clean lint traps and filters, washing prohibited or foreign items, or operating the machine outside manufacturer guidelines.
Customer-side infrastructure problems — power surges, low or high voltage, hard-water sediment, clogged or inadequate household drains, insufficient venting, or any issue originating in the home's electrical, plumbing, water, drainage, or venting systems rather than the machine itself.
Relocation or reinstallation — any unit that is moved, relocated, reinstalled, or transported after our original installation.
Unauthorized repairs or tampering — any repair, part replacement, or internal service performed by anyone other than Longhorn.
Non-residential use — commercial, rental, multi-family shared-laundry, or any use beyond normal single-household residential wear.
Consumables and normal wear items — hoses, seals, lint filters, knobs, and light bulbs, except where failure results directly from a covered defect.
Acts of God and external events — flood, fire, lightning, storms, pests, water damage, theft, vandalism, or any natural disaster.
Gas connections — Longhorn does not connect gas lines, and no gas connection or gas-related issue is covered under any circumstances.
Pre-existing conditions in the home's infrastructure present before or at the time of installation.

This guarantee is non-transferable and applies only to the original purchaser at the original installation address. It ends immediately if the unit is sold, given away, relocated outside our service area, or used commercially.

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 Longhorn Guarantee described above does not apply to any appliance not installed by us. Units picked up by the customer or installed by a third party carry no guarantee of any kind.

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 delivery and contact us immediately if the item arrives defective, damaged during transport, or if you receive the wrong item. We will evaluate the issue and work to make it right (e.g., repair under the guarantee, 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.

Lifetime Trade-Up (Included Free on Longhorn Installs)

Every washer, dryer, or set purchased from and installed by Longhorn includes a Lifetime Trade-Up: a discretionary loyalty credit of $75 toward a replacement refurbished unit or set of equal or greater value purchased from and installed by Longhorn. We haul away the replaced unit at no charge. The credit is for the original purchaser only, while the unit remains in our service area; it is non-transferable, not redeemable for cash, not combinable with other discounts, and limited to one active credit per unit. "Lifetime" means the life of the original customer's ownership of the unit, for as long as Longhorn is operating. Void if the unit is relocated outside our service area; damaged by misuse, abuse, neglect, improper power/water/venting, or unauthorized third-party repair; used in a commercial or rental setting beyond normal residential wear; or the installation/guarantee terms above are breached.

Non-Refundable Services

Installation fees are charges for services performed, not returnable goods, and are non-refundable once the service has been scheduled or performed.

Exceptions / Non-Returnable Items

Due to the nature of our products, all items are non-returnable and non-refundable except as outlined in the Longhorn 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 Longhorn 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., a pre-delivery cancellation if approved, or as required by law). We do not process refunds for returns outside our guarantee or applicable statutory cooling-off rules.

If a refund is approved, 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.

Governing Law & Limitation of Liability

This policy and all sales are governed by the laws of the State of Texas, without regard to conflict-of-law principles. Any dispute shall be resolved in the state or county courts located in Williamson County, Texas.

To the fullest extent permitted by law, Longhorn Washer and Dryer's total liability arising out of or related to any product or service is limited to the cost of the covered repair or, at our option, replacement of the unit. Longhorn Washer and Dryer is not liable for any indirect, incidental, consequential, or special damages — including lost time, alternative laundry costs, property damage, or loss of use — arising from any product, its installation, use, or malfunction.

This policy constitutes the entire agreement between the customer and Longhorn Washer and Dryer regarding returns, refunds, and the guarantee, and supersedes any prior verbal or written representations.

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.