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RETURN & REFUND POLICY
With the exception of products on sale, all products are eligible for a return. Products must be returned within 15 days of the date received. Products on sale are not eligible for a return.
Returned items and their packaging must be free of damages.
Open boxes can be returned if materials inside have not been shifted with other boxes. Using materials from different boxes and consolidating the remaining pieces together will disqualify the return. Models have a certain arrangement of how color shadings are distributed in each box.
Depending on client’s preference, returns can either be in the form of a payment refund or a credit towards another purchase.
If we have a way of identifying you and the purchase you’ve made (through your file with us, credit card payment made by you, etc.) you will not need to keep or present your invoice to us for the refund. Just contact us regarding your return request and we will start the procedure. If we have no way of identifying your purchase (cash paid and picked up from our warehouse, etc.), we’ll need the invoice to do the return.
Your refund will be issued within 3 business days of the arrival of materials to our warehouse. Most refunds are processed in the same day.
IMPORTANT: SHIPPING FEES ARE NON-REFUNDABLE ROUND TRIP. THAT IS; YOU WILL BE REFUNDED THE VALUE OF THE MATERIALS BUT NOT THE SHIPMENT EXPENSES, INCLUDING OUTGOING SHIPMENT THAT WENT FROM OUR WAREHOUSE TO YOU AND INCOMING SHIPMENT THAT WILL COME FROM YOUR LOCATION BACK TO US. THIS IS AN IMPORTANT FACTOR IN HEAVY MATERIALS SUCH AS OURS. IF YOU ARE UNSURE ABOUT WHAT YOU SEE IN THE PHOTOS, SIMPLY CONTACT US FOR FULLY REFUNDABLE SAMPLES BEFORE PLACING THE ACTUAL ORDER.
All products, with the exception of fiber panels, are shipped within 1-5 business days of order. Exact day depends on the shipment option selected and the weather conditions. Most shipments depart the following day.
Fiber panels depart within 1-3 weeks from date of order. Average duration is 2 weeks.
Items that are shipping from our warehouse depart from Peabody, Massachusetts. Clients in the close vicinity are welcome to pick up materials with their own vehicles and avoid the shipping cost (same is true for far away clients who would like to use their own trucking company).
All sales are on ex-works basis. Shipping cost is separately given from the actual product pricing. Risks throughout the journey are assumed by the buyer. Insurance can be purchased separately and is recommended.
All our selections carry a 1 year warranty from the date of invoice. This warranty covers the manufacturing defects caused by the manufacturer. It does not cover the following:
• Movement or settlement or flexibility or instability of the application area or the building.
• Wrongfully installed materials, and damages caused by incapable installation.
• Any stains, dirt or oxidation on our materials as well as discoloration.
• Damages caused by contact with paint or chemicals.
Warranty will be valid as long as the product is used in accordance with the instructions. Structure that the installation is being made on has to conform to local building codes. In all claims, if any replacement is awarded, this replacement will only include the material, and will exclude installation expenses, removal expenses, labor expenses, shipment expenses, and all other expenses of any sort.
Brick Veneer, StoneVeneer, Fibel Panel series are not suitable for use on the ground or floors or any area where walking or
driving on is possible.
Warranty is valid for the original purchaser only, and is not transferable to another party regardless of if it’s a subsequent owner or not.
We either own or do have the right to publish all materials in our website (texts, illustrations, photos, styles etc.). Any direct copying or using similar variables of our content in other media is prohibited.