Refund & Returns Policy – Building Materials Online Platform

1. Overview

We aim to ensure a smooth and reliable shopping experience for all customers. Our Refund & Returns Policy covers all building materials, tools, paints, and related products purchased through our online platform.

 

2. Eligibility for Returns

Customers may request a return under the following conditions:

  • The item is unused, unopened, and in its original packaging.

  • The request is made within 7 days of delivery.

  • The product received is damaged, defective, or incorrect.

  • The product does not match the description or specifications listed on the website.

Non‑returnable items include:

  • Custom‑cut materials (e.g., cut wood, cut cables, custom-mixed paints).

  • Powder products that have been opened (cement, gypsum, tile adhesive, grout).

  • Liquid products that have been opened (paints, chemicals, waterproofing).

  • Clearance or special‑order items.

 

3. Refund Conditions

Refunds are issued in the following cases:

  • Damaged or defective products: Full refund or replacement.

  • Wrong item delivered: Full refund or replacement.

  • Customer change of mind: Refund issued after inspection, excluding delivery charges.

Refunds are processed within 5–10 business days after the returned item is received and inspected.

 

4. Return Process

  1. Customer submits a return request through:

    • Website account

    • WhatsApp

    • Customer support email

  2. Provide order number, photos, and reason for return.

  3. Our team reviews the request within 24–48 hours.

  4. If approved, we arrange pickup or ask the customer to drop off at our warehouse.

  5. Refund or replacement is processed after inspection.

 

5. Delivery & Pickup Charges

  • If the return is due to our mistake (wrong item, damaged item), pickup is free.

  • If the return is due to customer preference, pickup charges may apply.

 

6. Order Cancellation

Customers may cancel an order before dispatch at no cost. Once the order is shipped, cancellation will be treated as a return.

 

7. Exchange Policy

Exchanges are allowed for:

  • Wrong size

  • Wrong color

  • Product mismatch

Exchange requests must be made within 7 days and follow the same conditions as returns.

 

8. Contact Information

For returns, refunds, or support, customers can contact our team via:

  • Phone / WhatsApp

  • Email

  • Website support center