Return Policy
BuilderElements.com's direct selling and build-to-order business model bringing products directly from manufacturing facilities to our customer appointed destinations maximize the cost savings by diminishing unnecessary inventory and optimizes the supply chain process. BuilderElements.com passes that savings to our customers. Our business model is different from the traditional blueprint; therefore, BuilderElements.com does not accept returns in the conventional sense. We handle returns in the following methods.
Defective Product Received
In the unlikely case that your product is defective, please contact BuilderElements.com as soon as possible and retain the defective item or items. 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.
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 contact BuilderElements.com at 1-877-227-8111 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 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 and refund your money. 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.
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.
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.
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 408-426-4207 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 must be reported to BuilderElements.com within 5 business days. BuilderElements.com may ask for pictures of the damaged product or send an inspector to examine the damaged product. 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.
Contact us for shipping issues
BuilderElements.com strives to provide the best customer service possible to our clients. If you have any questions regarding returns, shipping, or products, please contact a Customer Service Representative, toll-free at 408-426-4207 or by email at: support@BuilderElements.com
Learn why RapidSSL can protect Your Personal Data >>
