Worry-Free Return Policy

Return Policy for all BuilderElements.com product lines other than Kitchen & Vanity Cabinets

BuilderElements.com put customers’ satisfaction as top priority and will take good care of any mistakes on our end that lead to return or exchange. Rest assured.

Due to the color variation among different screens of computers/ tablets/ cell phones, we do encourage you to place a sample order with us before you place a full size order. We are committing to match the sample with our full size order shipment.

Please take some time to read our return policy carefully:

Situation 1: Defective Product Received

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In the unlikely case that your product is defective, please contact BuilderElements.com as soon as possible and retain the defective item or items.

We will determine if the products are defective by consulting with our product manager, manufacturer or industry expert. If it is defective, we will give you full refund or exchange the new products for you immediately. Our customer service team will work closely with you and we try our best to streamline the process to avoid any more hassles on you.

Please keep in mind that If there is any defect, please contact us prior to installation, installation of the products will be regarded as acceptance of products and void a defective claim for return.

Situation 2: Wrong Products Shipped/Product Arrives that is not what was ordered

If something is wrong with an order, our customer support team will always be there to help you.

If you believe that you have received something not in your order, please email ContactUs@BuilderElements.com or call 1-888-922-8453 on the first available business day.

It is highly recommended that you purchase a product sample before ordering, as a reference. Please keep in mind that products such as stone and wood have natural variations and that your sample is only a small swatch of the product you will ultimately receive.

BuilderElements.com may request digital photos of the product received to validate product details, sizes, colors, patterns, etc. If it is determined that the product you have received is correct in terms of color, size, pattern, quality, etc. according to your order, BuilderElements.com will not be able to refund or exchange your product.

If the product/products you have received do not match those that you have ordered, BuilderElements.com will exchange your products with the correct items you want to order or pick-up or refund your money – it is your choice. The decision to replace or refund will be conveyed in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.

Please do not schedule installation of your products until after the product has been received and examined. We strongly suggest you place a sample order to confirm the product you want to order.

After a thorough review and BuilderElements.com approves a return, the decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.

Situation 3: Product Damaged in Shipping:

A. Visible damage or missing quantity when the product arrives

If there is visible damage to the packaging or there are missing pieces upon arrival, ask the driver to write a note on the waybill stating the damage and or missing product and ask him/her to sign for the notes before you sign the waybill. After signing the waybill, please contact BuilderElements.com at 1-888-922-8453 on the first available business day.

Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift.

If products are damaged inside of the packaging, please halt installation and contact BuilderElements.com immediately on the first available business day. BuilderElements.com may request digital photos of the damage to determine the extent and severity of the problem.

If products have been damaged in shipping or are missing, BuilderElements.com will replace the products or refund the price of those products. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.

B. Hidden damage but I have already signed off a way-bill which I did not indicate a damage?

Concealed damage or missing material must be reported to BuilderElements.com within 2 business days. BuilderElements.com may ask for pictures of the damaged product or send an inspector to examine the damaged product.

Please call our toll-free at 1-888-922-8453 or by email at: ContactUs@BuilderElements.com

If products have been damaged in shipping, or are missing, BuilderElements.com will replace the damaged products or refund the price of the damaged products. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.

Situation 4: How about I just change my mind without any reason or I just make up some reasons? Can I still return the products?

Yes. You can still return the product even you just change your mind. And there is no difference between "changing your mind without any reason" and "changing your mind with a reason", you can still return your products.

However, since it is no fault from our end, there are two scenarios:

  1. Customer received the shipment and changes your mind: customer will need to cover/handle return shipping cost. After items are returned and inspected by the warehouse, and the tiles are in good and resalable condition, a credit after the 30% restocking fee (you will get refund for 70% of the product sales, excluding the shipping cost if applicable and tax if applicable) will be issued to your account.
  2. Customer changes your mind before shipment arrives: we will contact our carrier to recall the shipment, if the shipment successfully recalled, then customer does not need to handle the return shipping and save the return shipping cost; but if we do not recall the shipment successfully, then customer needs to keep an eye on the shipment and then handle the return shipping and cover the shipping cost. Either way, after the items are returned and inspected by the warehouse, and the tiles are in good and resalable condition, a credit after the 30% restocking fee (you will get refund for 70% of the product sales, excluding the shipping cost if applicable and tax if applicable) will be issued to your account.

If you want to choose other products to buy while you return this shipment (for example, I changed my mind and want to get another product), you can place a new order and let us know so that we can use the credit toward your new order instead of refund to your account; if you place a new order, we will only charge 20% restocking fee instead of 30%.

For example, you bought 30 sq ft Mother of Pearl Tile, item number PEM0001, unit price is $9.97/sq ft, so the total is: $9.97x30=$299.10; now you want to return this order, if you do not place another new order as you just want to change the product items, you need to pay restocking fee: $299.10x30%=$89.73. If you place another order while you return the old one, say, you place 30 sq ft Mother of Pearl Tile, item number PEM0003, unit price is $12.75, so you need to pay: $12.75x30=$382.50. But since you place a new order, so the restocking fee will be just 20%, so the restock fee is: $299.10x20%=$59.82, so we will use the old order amount deducted from the restocking fee amount, which is: $299.10-$59.82=$239.28 as credit for your new order, thus you only need to pay: $382.50-$239.28=$143.22 for your new order.

For shipments that are without any mistakes/fault on our end, please understand that it takes a lot of efforts to pack and ship our building materials which are all heavy, fragile and big size, so when returning, we double even triple the efforts and the handling costs which including examining the products carefully, unpacking, and restore it back to the shelf. And all the return processing is done in the USA, where we all know the labor cost is high. Again, we respect you very much as a customer, so we encourage you to place a sample order to make sure it is exactly what you like and what you want. So that we can minimize the return due to just “changing the mind”. That way, both of us save the time and efforts. We are here at BuilderElements.com, always wish you only buy the product you exactly like and useful for you.

The person or company that placed the order for mosaic tile (mother of pearl, pebble, glass, etc.) is the only one responsible to contact BuilderElements.com, Third parties are excluded.

Return Address as below: 225 W 16th. Street, National City, CA, 91950


Return Policy for all BuilderElements.com Kitchen & Vanity Cabinets

BuilderElements.com will accept any damaged items. Please, take a look at our policy for kitchen and/or vanity cabinets, once your cabinets arrives, please follow the following return and shipping policy. We take our responsibility seriously thus trying to make it as clear as possible under different situations:

Situation 1: Cabinets arrived damaged:

Inspect and report any damage to the freight driver, the receiver (customer) must note the damages with the freight driver. Important step: Get a copy of the paperwork from the freight driver as a proof of evidence (you can also take a photo of the driver’s paperwork using your Smartphone). It is a must to take some photos of the material damaged at this point, as part of evidence.

Please call our toll free number or email us at ContactUs@BuilderElements.com with photo evidence (a copy of the paperwork from the fright driver and damage photos) right away.

If customer detects other damage after the freight truck driver left, customer have 3 (three business) days to do a full inspection, if there is any damage found, Please call our toll free number or email us at ContactUs@BuilderElements.com with photo evidence right away. Upon we receive your photo evidence; BuilderElements.com will start the return process right away and ship the new exchange cabinets to the customer. Again, photos as evidence are part of this process and MUST be sent to us for claim purpose.

When we receive the photos of the material damage, we will ship the new replacement of cabinets within 3 business days, usually within 24 hours to you! Meaning we will take good care of you immediately before we can even file the claim with freight companies and possibly we will not get the reimbursement from the freight companies. BuilderElements.com will take care of our customers first before anything else as long as the damage photo evidences are presented.

BuilderElements.com will NOT ask you to deal with the freight company for damage claim and go through all the hassles. We will take good care of you, and we deal with the damage claim between Freight Company and BuilderElements.com.

However, without evidence of material damage (photos) and written statement on the freight career’s paperwork, we can NOT process the claim and we will NOT send out the new replacement cabinets. BuilderElements.com appreciates the cooperation from our kitchen & vanity cabinet customers.

The customer will be expected to keep the cabinets until any shipping claim is complete, because sometimes a shipper may request to inspect the cabinet. BuilderElements.com take good care of our customer first even before the damage claim processes started, however, we do need your help to complete the claim process so that we can get reimbursement for our loss. Keeping the damage cabinets for inspection is a requirement from Freight Company. We will notify you when the claim is complete and inform you how to deal with the damage cabinets which you already get the new replacement cabinets.

After 3 (three) days, if no damage reported, it is considered to be accepted by customer and no further claim is accepted by freight company thus we cannot accept claim either.

Situation 2: Cabinets arrived with factory defects:

If customer receives a cabinet/part is believed to be factory defect, inform us ASAP and forward pictures so we can review and determine if it is indeed factory defect. Please be sure that customer does NOT assemble any cabinets they believe have factory defects until we have reviewed and get back to you for further instruction.

After we review the photos you sent and determined it is factory defect, we will ship the replacement to you immediately and also notify how you will deal with the defect cabinets, which is so rare that we did not receive any report for factory defect during the past 3 years after shipping thousands kitchens of cabinets.

Situation 3: I ordered the wrong color/size cabinets or I just change my mind for what color/sizes I want:

If customer orders the wrong color/size and needs to return the cabinet or cabinets, you will need to notify us first for authorization. Please email the request to ContactUs@BuilderElements.com with 8 days!

Since it is no fault from our end, any returns due to customer’s changing mind or made a mistake when ordering, a 30% restocking fee needs to be charged. Shipping and handling cost must be paid by customer. We will refund the rest to your account. Again, the return has to be made within 8 days; anything over 8 days is typically not returnable so let us know ASAP.

Situation 4: If I placed an order and when I receive the shipment, there is no fault on BuilderElements.com side, but I just change my mind, can I still return the products?

Since it is no fault from our end, customer will need to cover/handle return shipping cost. After items are returned and inspected by the warehouse, and the cabinets are in good and resalable condition, a credit after the 30% restocking fee will be issued to your account. Shipping and handling cost must be paid by customer.

If you want to choose other color/sizes cabinets, you can place a new order and let us know so that we can use the credit toward your new order instead of refund to your account; if you place a new order, we will only charge 20% restocking fee instead of 30%.

Please understand that it takes a lot of efforts to pack and ship kitchen and vanity cabinets, so when returning, we double even triple the efforts and the handling costs which including examining the cabinets carefully, unpacking, and restore it back to the shelf.

Our Free 3D Professional Kitchen Design will help you to minimize mistakes in your Kitchen and Bathroom Orders:

Our kitchen designer provides free design service with detailed consultation during your kitchen design and selection process, so please take advantage of it and make no mistakes in the kitchen selection processes!

Please noted that, we can accept material to be returned within 10 business days after our customers receive it.

The person or company that placed the order for kitchen or vanity cabinets is the only one that should contact BuilderElements.com, Third parties are excluded.

Kitchen or vanity cabinets sold, assembly and/or installed by the original buyer to a third party are out of the scope of this warranty.


Dawn Products Return Policy

You may only return new, uninstalled, or unused Dawn items for a full refund within 30 days of delivery. Items must be returned in its original package. Returns of used items or returns after 30 days of delivery may be accepted with a 25% restocking fee. We will pay for return shipping costs only if the return is a result of our fault. If you receive a faulty product and need to exchange it for the same product, please contact us to request a replacement. If you would like to exchange a product for a different one, please first return the original product to the location at 27688 Industrial Blvd., Hayward, CA 94545 and then place a new order.

PARTIAL REFUNDS MAY BE GIVEN TO:

  1. 1. Majority of items that are returned after 30 days of delivery.
  2. 2. Any item not returned in the condition it was delivered.
  3. 3. Any item that has obvious signs of use.
  4. 4. A 25% restocking fee will apply to all used items or items returned after 30 days of delivery.

Unauthorized Returns

Packages mailed to us without proper authorization as stated above will be handled according to the condition of the returned products. If the product is damaged, we won’t refund to you. If the product is not used and packed in the original packaging, we will refund you less a 20% restocking fee. Shipping cost is non-refundable for undelivered, unclaimed, returned or refused packages.


Defective Merchandise and Damaged Merchandise

BuilderElements guarantees that all products are free of defects. If you find that a product is defective or damaged:

  1. Contact us by emailing contactus@builderelements.com within 5 days of delivery. Please send us item number of the defective or damaged product.
  2. Don’t return defective or damaged product to us, and don’t discard packaging materials and packing slip.
  3. You may choose to receive a full refund or a replacement of the same item at no additional cost to you.
  4. We do require photo image of the damaged product valued at $25 or more. Please email us the photo.
  5. Eligible replacements or refunds will only be issued one time per invoice.

Missing Items/Shortage Claims

  1. Contact us within 15 days of delivery by sending an email with your name. shipping address, order number, item number of missing product.
  2. Missing items will be processed if available or refunded if out-of-stock.
  3. Eligible replacements or refunds will only be issued one time per invoice.

Non-Deliverable Orders

UPS makes 3 attempts to deliver packages. We will ship to the address provided to us on the order from at the time of purchase. If your order is returned to us as undeliverable or refused, a refund will be issued less a 20% restocking fee and return fright charges. Original shipping is not refundable.

Merchandise Exchange

We do not make merchandise exchanges. If you are not completely satisfied with your merchandise, please return it according to your 30 day return policy, then place a new order if you like. Only one return is authorized per invoice.

Back Orders

We do not accept back orders. We will refund you for the unavailable merchandise.

Order Cancellations

We do not accept order cancellations. We do not accept order changes. Please contact us immediately if you find an error has been made with an order, we may be able to cancel an order or make changes to an order if the order has not been processed.

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