Return & Cancellation Policy
Our goal is to make your shopping experience with us as expedient and pleasant as possible, even when it comes to returning a product.
Please note that some items are not returnable, as stated in the item description. This online store is owned and operated by BuilderDepot, Inc.
ORDER CANCELLATION: To request an order cancellation, please go to http://www.builderdepot.com/customerservice.ihtml and select -Request to Cancel Order-. NOTE: Orders often are processed within minutes of submitting your order. A request for cancellation is simply a request, as your order may have already been processed and shipped.
We do not accept order cancellations via phone or email; you must request a cancellation via the appropriate link in your order confirmation or via our Customer Service link: http://www.builderdepot.com/customerservice.ihtml.
Please Email: customerservice@builderdepot.com for assistance. Cancellations submitted during weekends or holidays will be processed on the next business day. Please note: cancellations incur a 5% processing fee to cover credit card/bank processing charges, fraud prevention fees, and other processing fees. We do not get those fees back when you cancel your order.
SUMMARY OF RETURN POLICY:
Items purchased may be returned within 10-30 days (depending on the item?s category) from the shipping date, with the exception of items marked as non-returnable in the item description. In addition, the following categories cannot be returned if the box or seal has been opened: Food, Software, CDs, and DVDs, custom and special order products, all electronics and electrical products.
IMPORTANT: ALL RETURNS MUST HAVE AN RMA (RETURN MERCHANDISE AUTHORIZATION) TO BE PROCESSED AND REFUNDED. The RMA number must be written on the return package to ensure proper processing. Please read ?the RMA instructions and Returning a Product document - for additional requirements/recommendations.
TO REQUEST AN RMA (Return Merchandise Authorization): Go to http://www.builderdepot.com/customerservice.ihtml and select Request to Return a product.
Items purchased on shopping portals: You cannot return an item directly to the shopping portal for a refund. All order returns must follow the RMA process posted here. Please request an RMA before returning any product, to ensure a proper refund process.
MANUFACTURERS WARRANTY: After 30 days from the shipping date your product is non-returnable, and any problems need to be processed using the manufacturers? warranty. Please contact the manufacturer directly for assistance with your product. The manufacturers contact information is contained in the user manual. The internet may also be used to locate additional information on your product. Returns on dead on arrival items and malfunctioning items must be authorized by the manufacturer before you submit your return request, otherwise we will not be able to refund you.
IMAGE DISCLAIMER: Please note that the picture/image shown for an item may not be an exact representation of the item(s) for sale; images are for illustration purposes only. Use the part number, bar code (UPC) and/or the product description to make your decision to purchase the item. Do not use the image. Manufacturers often make color or minor design changes but continue to use the same part number.
EXCHANGES: Generally, we do not accept or offer product exchanges. If an item has a manufacturer defect, we require the return of the product before replacing the item or refunding the order. If the incorrect item was sent to you, we will arrange for the return of the product and a full refund, unless the product has been used/opened.
RETURN and CANCELLATION FEES:
a) If you need to return a product due to our error, for example if you received the wrong product, you will receive a full refund once we have received the returned item(s) according to our return policy. Please note that we may ask you to send us photos of the product.
b) Cancellation fees for unshipped orders are 5%, due to credit card/processing fees incurred. If the order has already shipped it is treated as a return.
c) Orders returned at the customers discretion are subject to a restocking fee of 20-30%, subject to product ordered and manufacturers policy. Shipping and insurance charges to return the product are the responsibility of the customer, and are non-refundable.
d) Returned items will be inspected and may require extensive testing to determine their resale condition. As a result, refunds may not be issued until this testing is completed. Normally within 14 days.
e) A Return Merchandise Authorization (RMA) is required to process and refund your return. We do not accept RMA requests via phone or email. RMAs must be requested via our website: http://builderdepot.com/customerservice.ihtml. Simply select -Request to Return a Product- or use the return link on your order confirmation email.
f) Do not ship returns to the address on the packing slip.Ship the order to the address we send you in the RMA authorization. Returned items often need to go to a different warehouse to be tested first. Orders returned to the wrong address will not be refunded. The returned item will be held for 7 days and then discarded. You may send your shipper to retrieve the item at your expense.
RETURNING A PRODUCT
Take photos and email them to us when you can.
Please go to our -Customer Service- department online at http://builderdepot.com/customerservice.ihtml to request a Return Merchandise Authorization number (RMA). No refunds without the return authorization.
IMPORTANT: When shipping the product back:
1) Clearly write the RMA number in at least two places on the outside of the SHIPPING carton (not the product's box) which you are shipping back.
2) Return the product in its original packing and condition to the address provided on the RMA instructions.
3) We strongly recommend that you insure the shipment for your own protection, as you are responsible for the shipment.
4) We will credit your account once we process the return (please allow 14 business days once we received the returned item). Shipping and handling charges are not refundable unless you received the wrong product. Taxes on the refunded amount will be refunded.
Returning a Product Under the Manufacturers Warranty
To benefit from the full protection of the manufacturer's warranty, the product must be returned directly to the manufacturer. The manufacturer's warranty information and phone number is included with the product, or can be found on the Internet on the manufacturer?s website. You must contact the manufacturer directly.
Returning a Product Damaged in Shipping
You are responsible to inspect the package when it is delivered to you. Please refuse the shipment if it is damaged and file a report with the driver as to why you refused the shipment. If the damage is minor you may decide to accept the shipment but you must still file your observations about the damage with the driver. If you accept the package but it is determined that the item inside was damaged during shipping, please email our customer service within 24-48 hours (customerservice@builderdepot.com). Please do not call the freight company who delivered your order. We are not responsible for damage occurring during shipping such as breakage, crushed, lost, or tampered cartons but will assist in filing a shipper claim as requested.
To file a shipper claim: for UPS call 1-800-PICKUPS. For FedEx, please call 1-800-GOFEDEX. These companies are reliable, responsible, and they have customer friendly claims programs.
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