Refund policy

Returns (if applicable)

Returns are only applicable to products by the following brands/vendors in our website: Norx, Maximo, Thermowod® by Novawood, and US4. Any other product or order that isn't from these brands is considered a special order for which sales are final and cannot be returned. The product brand/vendor can be found on the product page under the Specifications section.

Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging. Any order with custom specifications or dimensions as requested by the customer is not eligible for a refund.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  

Refunds (if applicable)

Refunds are only applicable to products by the following brands/vendors in our website: Norx, Maximo, Thermowod® by Novawood. Any other product or order that isn't from these brands is considered a special order for which sales are final and non-refundable. The product brand/vendor can be seen on the product page right next to the product's title/name.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

Returned orders that were originally delivered through freight shipping are subject to a 25% restocking fee plus return shipping costs, deducted from the balance of your refund. Orders delivered through parcel shipping are subject to a full refund excluding return shipping costs.

Cancelled Orders

Orders can only be canceled within 24 hours of purchase. If you cancel your order and it has already been entered into production or includes custom dimensions, measurements, or specifications, you will be subject to a 20% cancellation fee.

Refused Shipments

If the “receiver refused the delivery” without prior written notice, the customer is responsible for 100% of the original and return shipping cost plus a $25 restocking fee per box, which will be deducted from the refunded amount.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, as it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still haven’t received your refund yet, please contact us at support@builderexpress.com.

Sale Items (if applicable)

Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only exchange/replace items if they are defective or damaged. You are responsible for all return shipping costs, and they will not be reimbursed. If you need to exchange it for the same item, please request an exchange using our online portal at: https://www.builderexpress.com/pages/returns-and-exchanges

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Shipping

To return your order, please submit a request using our online portal at: https://www.builderexpress.com/pages/returns-and-exchanges

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping and the original cost of shipping will be deducted from your refund. Orders are also subject to restocking fees, which may vary depending how your product was shipped.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $80, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.