Return & Refund Policy

Introduction

Thank you for choosing Ashlarsales! We are committed to providing high-quality building materials and excellent customer service to construction industry professionals. This Return & Refund Policy outlines our procedures and requirements for returns and refunds on products purchased through our B2B platform. By purchasing products through Ashlarsales, you agree to the terms of this policy.

Return Policy

1. Return Eligibility
1.1. General Returns

All return requests must be initiated within 30 days from the date of receipt.
Products must be in their original condition, unused, and in original packaging.
Products must be properly palletized, secured, and wrapped according to industry standards.
Only unopened cartons may be returned.
Products that require vertical storage must be returned standing upright on the pallet.
Improperly identified or damaged returns will not be accepted.
Products that have been made to custom specifications (special orders) or have been installed are not eligible for return unless there is a quality issue or manufacturing defect.
Certain product categories may have specific return conditions that will be communicated during the purchase process.

1.2. Defective Returns

To qualify for a defective return, one of the following conditions must apply:

The item has a defect that hinders its usability for the purpose for which it was designed
The incorrect item was received compared to what was ordered
The product does not match the specifications as described on the platform

All defective return requests must also be made within 30 days from the date of receipt.

2. Return Process

Initiate a return request by selecting the “Request to Return” option in the “More Actions” dropdown of the corresponding Order within the Ashlarsales platform.
Provide the specific reason for the return and any supporting documentation (such as photographs of defective products).
Our customer service team will review your request within 2 business days.
Once your return request is approved, we will provide specific instructions on how to return the product, including shipping labels if applicable.
The return must be completed within 10 days from receipt of the return authorization.
Returns sent without prior authorization may be refused.

3. Return Shipping Costs

If the product is defective, incorrect, or does not match the description, we will cover the return shipping costs by providing a prepaid shipping label.
For general returns (not related to product defects or errors), the return shipping cost will be the responsibility of the customer.
For large volume returns, special shipping arrangements may be required and will be determined on a case-by-case basis.

4. Restocking Fees

When products are eligible for general return and meet all return conditions stated above, a restocking fee will be applied.
The restocking fee varies between 20% to 35% of the purchase price, depending on the manufacturer’s policies.
Restocking fees will be clearly communicated upon approval of the return request.
The restocking fee will be waived if the product is determined to be defective after inspection, provided it meets the defective return conditions.

5. Terms and Exclusions

Items purchased at discounted prices, as part of a promotion, or special orders (custom orders) may not be eligible for return. Specific terms for each product will be clearly indicated at the time of purchase.
For large orders, we strongly recommend thoroughly inspecting products before making a purchase to avoid inconvenience with returns.
Products that have been altered, modified, or damaged after delivery are not eligible for return.
Products must be returned with all original accessories, manuals, and documentation.
Certain building materials that are sensitive to environmental conditions must be stored properly before return to maintain eligibility.
Installation of products constitutes acceptance of their condition and specifications.

6. Return Inspections

All returned products undergo a thorough inspection upon receipt at our facility or the manufacturer’s facility. Products that do not meet the return conditions outlined in this policy may be:

Returned to the customer at their expense
Subject to additional restocking fees
Ineligible for refund

Refund Policy

1. Eligibility for Refunds

Refunds are available for products that are:
- Defective
- Damaged during delivery
- Not as described on our platform
- Returned in accordance with our return policy and subject to applicable restocking fees
To be eligible for a refund, the return must comply with all conditions stated in our return policy.

2. Refund Methods

Refunds will be issued to the original payment method used at the time of purchase.
All refunds will only be issued to the business entity or individual in whose name the material was originally purchased.
For purchases made through credit accounts, refunds will be applied as a credit to the account.

3. Shipping Costs

In cases where the product is defective, damaged during transit, or not as described, we will refund the original shipping costs as well as cover the return shipping costs.
If the refund is due to customer preference or reasons unrelated to product defects or errors, the original shipping costs and return shipping costs will not be refunded.

4. Refund Timing

Once the returned product is received and inspected, we will process your refund within 7-10 business days.
The time it takes for the refund to appear in your account depends on your payment method and financial institution. Credit card refunds typically take 3-5 additional business days to process.
For credit account customers, account adjustments will be reflected in your next statement.

5. Terms and Exclusions

Refunds are not automatically granted and are subject to inspection of the returned products.
The following items are generally non-refundable:
- Products that are cut to custom specifications
- Products that have been used or damaged after delivery
- Products sold as final sale, clearance, or promotional items (unless defective)
- Products where installation has begun (installation constitutes full and complete acceptance)
Partial refunds may be issued for products that are returned with missing components or in a condition that prevents resale at full value.
Our liability will never exceed the cost of the materials purchased.

6. Exchanges

We generally do not offer direct exchanges for products. Instead, we process a return of the original product and facilitate a new purchase for the desired item.
If you prefer a different product rather than a refund, our customer service team can assist you with the purchase once your return is processed.

Contact Information

If you have any questions about our Return & Refund Policy or need assistance with a return or refund request, please contact us:

Ashlarsales
1110 Bonifant Street
Suite 450
Silver Spring, MD, 20910
United States

Email: returns@ashlarsales.com

Phone: (202) 839-3353

Hours: Monday - Friday, 9:00 AM - 5:00 PM ET

Legal Compliance

This Return & Refund Policy complies with Maryland consumer protection laws and regulations. In accordance with Maryland law, we maintain clear and conspicuous disclosure of our return and refund terms prior to purchase. Where Maryland law provides greater consumer protections than stated in this policy, we will honor those protections.

Policy Changes

We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website with an updated “Last Updated” date. We encourage you to review this policy periodically to stay informed about our return and refund procedures.

Your purchase of products through Ashlarsales constitutes your acceptance of this Return & Refund Policy as it appears at the time of purchase.

We are dedicated to providing quality products and excellent customer service. Thank you for choosing Ashlarsales!