We offer a convenient returns process with a 30-day window for initiating returns and three weeks to complete the process after initiation. Any undamaged, unopened items in resalable condition can be returned, with some exceptions. Once your return is confirmed, your account will be credited with the amount you paid for the items, excluding shipping costs.
- What Can Be Returned?
- Credits, Refunds, and Fees
- How to Start a Return
- Return Shipping or Drop-off
- A Note on Natural Stone
What Can Be Returned?
We accept the return of any items in undamaged, full, and unopened cartons in resalable condition, except for:
- Special orders, cut-to-size, or custom-finished or custom-processed items
- On Sale items
- Discontinued items
- Items not purchased through Solidshape
Credits, Refunds, and FeesAt Solidshape, we prioritize transparency and fairness. Unlike many companies, we don't charge a restocking fee to ensure you can return items without any hesitation. However, certain non-refundable costs arise when processing orders, such as freight and credit card transaction fees. To sustain our competitive pricing and service, we need our customers to understand and bear these costs in case of returns. Upon successful return, you'll receive a full refund with the following considerations:
- You'll cover the original shipping fee, which is the amount we paid to our partner carrier. It is approximately equivalent to the return freight fee.
- Return shipping fees are on you.
- A 3% credit card fee will be deducted from the refund.
- Materials must be in their original, new condition for a full refund.
How to Start a Return
Email firstname.lastname@example.org with the subject "Return [Your order #]". In the email, make sure to:
- Include your order number.
- Specify the quantity of tile you are returning.
- State the reason for your return.
Return Shipping or Drop-off
- Before returning any items, obtain written authorization from Solidshape.
- Ensure that items arrive in the condition specified in the return authorization at the designated location.
- Coordinate the return's estimated time, date, and method with Solidshape to prevent delays or complications.
- Items damaged or lost in transit, or not in the stipulated condition, won't qualify for credit or refund.
- For high-value items, consider adding insurance to your shipment.
- Further details on damaged goods can be found on our Damages Policy.
Currently, Solidshape does not support exchanges. To exchange an item:
- Return the initial order.
- Place a new order for the desired item.
- Exchanges done outside of Solidshape's official process will not be covered by our Return Policy.
A Note on Natural Stone
Natural stone's appearance can vary both within and between lots. If approving a lot photo, remember to:
- Reference the lot number in your order notes.
- Understand that claims about natural stone variations are judged based on current industry norms and practices.