Builders Depot Direct, our #1 goal is customer satisfaction with the purchase of their product. We believe there are three obstacles that prevent our customers from being 100% satisfied.
- Not ordering a sample before you purchase,
- Ordering a sample but then waiting 2 weeks or longer to place the order – this applies only to natural stone.
- Installing 3x6" Box-to-Box without taking into account shade and veining.
In order to keep our costs as low as possible we need our customers help in the return process. There are very few product returns, as we encourage sample purchases in over 40 different places on our website.
99% of products that are returned are simply because customers did not bother to order a sample. Returns cost money and time - we do not want and our customers cannot want either (so please order a sample).
To make this clear, you must:
- Order a sample prior to purchase - without buying a sample you are simply assuming the product will match or be exactly what you are looking for - a sample purchase has to be made. Without we can refuse your return shipment.
- You must contact customer service firstname.lastname@example.org to receive a ROA# (return authorization number) without an ROA# your shipment will be refused.
- All returns must be made within 30 days of confirmed receipt of order.
- You can only return full boxes and a minimum of 10SF (for example 3x6" must be returned in unopened boxes of 5SF, no returns will be accepted under 10SF, 10 Sheets or 10 Pieces).
- If you did not order a sample a non-negotiable 25% charge is placed on all returns.Customers are responsible for all return shipment costs. It is recommended particularly shipping a FedEx return you take pictures of the boxes and wrapped product before you ship.
- As you are responsible for shipping the product back you will be responsible for the claims with FedEx or UPS.
- Product must be returned in its original packaging unopened, in it entirity and must not have been installed, unopened and then returned. This is fairly obvious but installed product cannot be returned prior to installation inspect the product - make sure you are happy with it prior to installation.
- No refund on samples.
The first is placing an order without ordering a sample first. We do not recommend ordering without seeing a sample first. We will ship orders without a sample purchase, but there is no refund on orders where a sample is not purchased first.
The second issue preventing 100% customer satisfaction with your order is ordering a sample (this is relevant only to natural stone in particular the Carrara tile) then waiting a two weeks or longer to place your order. We receive stock shipments approximately every two to three weeks. The samples we send out to customers are representative of what we currently stock. Please communicate with us, send us a picture of the sample you recieved, order a another sample (it is a $10 insurance policy) then as soon as you get the sample - order your product. You will then be guranteed the sample to be representative of the shipment you will receive.
We have no control over veining and shade variation. If you decide to place your order with Builders Depot Direct, we recommend ordering at least two weeks or earlier from receiving your sample to ensure your order is representative of the samples you received. We also recommend over ordering slightly just in case your measurements were off. We may not be able to provide you matching tile if your order is short.
Builders Depot Direct will not accept any returns after 10 days from payment or on product that has been installed.
We are happy to accept returns for our customers who have over ordered with (wish to return at least) a 10 carton, 10 linear feet or a 10SF minimum. Returns are valid for non promotional items (this means items that are running line and not discontinued). The return must be in unopened perfect cartons and orders dated within 10 days from the date on the original receipt. A non negotiable 25% re-stocking fee is assessed for returns. In the event the product needs to ship back to us, the cost of shipping is the responsibility of the customer. Refunds are given after the product has been received by the warehouse in good resalable condition. Please package returns carefully so they arrive in safe condition.
Sample returns. Samples cannot be returned and will not be refunded. The cost of shipping back makes the process cost prohibitive for our customers and administratively for the small amount it is not efficient for Builders Depot Direct.
In most cases we will work with our customers on returns, as we are trying to build long term relationships - not one off sales. However there is one exception - if you do not order a sample and just purchase blindly. Samples are provided by Builders Depot at the lowest possible cost so our customers can make informed choices about their purchase. So please order a sample, the pictures on the site are as representative as possible - nothing beats seeing it for yourself.
We reserve the right to refuse any and all returns if:
You did not get a sample, you simply went online and ordered products of glass, stone, laminate, etc essentially called 'blind ordering'. Product colors vary significantly depending on your monitor settings. A simple sample shipment would have confirmed if this is the product/color/quality you wanted. No sample - no returns.
You received a quote and approved it and then once the product delivered you changed your mind. For example, you receive a quote of 12x12" carrara marble tile, you are quoted on shipping, you receive a detailed quote back of 100SF of carrara 12x12 plus shipping and handling. The product arrives - you then say I actually wanted 3x6". Please check your quote & invoice in detail.
You have installed the product or is shows any sign of installation (grout on the back of the tiles). If there is an issue with your order contact us and do not install the material. Do not install box to box - you need to take the product out of the box prior to installation. A professional installer would lay the product out prior to installation to ensure that the color and shade variation flows and fits together - also this allows the installer to discard or replace any rouge pieces.
Please note: Number 1 above is important with subsequent orders, glass can have slight shade variation from one production run to another, please avoid any costly problems by ordering another sample. If it has been a week since you placed your first order please order a sample to be certain the glass shade is not different from your orginal order. The difference will not be significant but may be an issue for some customers.
Shade Variation in Natural Stone
Shade variation is inherent in all-natural stone materials. Colors and finishes may vary, which adds to the rustic all-natural appeal of the stone. We make every effort to ensure that samples are representative of the material we ship to you. However, as the samples are typically 6x6" pieces, it may not be possible to show all the variations that are inherent in the material. It is important to have a basic understanding of the product, color range, and possible natural variations that are inherent in the material that will occur and are beyond our control.
We recommend you work closely with your professional installer as the natural stone you purchase needs to be laid out to your desired look before installation. You cannot just take the product out of the box and install one piece after another there is a look to create that takes skill.
Please also remember that when you receive your tile to look at all the pieces, you cannot just view one or two pieces of 3x6, 6x6 or 12x12 and decide the color is not correct, again you need to look at the whole picture. Natural stone is not for amateurs it takes skill in laying the product to make best use of the variations in color. We cannot pick through every box, photograph each tile to give you the exact look you need. What is a good idea is too slightly over order that way any rogue pieces can be discarded and you will end up with a beautiful finish.