Return and Refund Policy

Return/Refund Policy:

  • Returns must be initiated within 30 days of delivery. We cannot accept any returns after that timeframe.
  • All returns must be initiated via email. Please email info@builddepartment.com with your order number in the subject line.
  • All product(s) must be returned in their original packaging and never been used or installed. For larger appliances, you will need to keep the pallet to return the product. If a product is used or installed, or does not have the box and pallet, it cannot be returned.
  • Photos Required - Our customer support staff may ask for photos of the item(s) you are returning. This is required for processing returns and if no photos can be submitted a return will be denied. 
  • All returns are subject to a restocking fee. These fees are dependent on the brand you purchase:
  • 15% Restocking Fee + Cost of Return Shipping
  • Cancellations - There is a 15% cancellation fee for all orders. Orders are processed with the brand and supplier the moment they are received. The shipping team preps the products and tracking numbers which is the reason for this fee. 

  • Visual Preference - We cannot waive the restocking fee if you are unhappy with the overall design, finish, look or feel of the product. Parts cannot be exchanged.
  • Delivery Attempts
    • Shipping includes one (1) delivery attempt
    • If the courier is unable to delivery one the first attempt the items will be returned and a restocking fee will be charged
  • Shipped Product(s): 
    • Once an order ships it is subject to a restocking fee.
    • If the order is cancelled once shipped, or the delivery refused, or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return
    • The customer will be refunded net of the restocking fee as listed above
    • Refusing a shipment due damage will not be treated as a return. We will send a replacement unit at no cost to you.

  • Products purchased via limited-time sales events (Black Friday, Cyber Monday, Clearance, Seasonal Sales, etc.) are considered final and are not eligible for returns or exchanges.

     

    Products not eligible for returns:

    • Any product(s) that have been modified
    • Any product(s) that are not in a resalable condition
    • Any product(s) not that is not accompanied by an order number
    • Any product(s) that is not in the original box with sufficient packaging materials
    • Any product that is regarded as a sample, including but not limited to: Rug sample sizes, color samples, miniature range hoods, wood samples, and finish samples.

    Damaged Products

    • If your product(s) arrived damaged please email us with your order number and photos of the damage at info@builddepartment.com (photos is required for us to assist you)
    • Damaged products need to be reported within 24 hours of receiving your order or the claim will be denied.
    • Damaged appliances can only be exchanged or repaired if they are not installed. Once an appliance is installed, we cannot replace or repair due to damages
    • When you sign for the delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery.  In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.
    • If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship you replacement parts free of charge.  This must be done within 48 hours of receiving your items

     

    Warranty

    • Once an appliance is installed it is no longer eligible for return.
    • If there is an issue with the installed appliance, the warranty will be responsible to repair or resolve the issue

     

    Exchanges:

    • Due to complexities with processing returned products, we cannot exchange items.
    • If you are within 30-days from receiving you products, we can process your item as a return and you may order the product you prefer.
    • The same return policy listed above will apply.

     

      Refunds

      • Refunds are processed once our warehouse receives, inspects, and restocks the product
      • Refunds will be credited to the original payment method and can take up to 3-5 business days to reflect on your statement. Return re-stocking fees are not refundable

       

      Questions about the refunds and return policy should be emailed to us at info@builddepartment.com or please call (855) 250-8565 or you can contact us by mail at 2722 Erie Ave, Cincinnati OH 45208, United States.