Unbuilt

Return and Refund Policy

Unbuilt Enterprises Inc
Effective Date: July 2026

1. Overview

We want you to buy with confidence. Most items on Unbuilt come with a 30-day return window and no restocking fee. And no matter what you buy, if it arrives damaged or isn't what the listing described, you're fully covered — we'll make it right.

A few things work a little differently, and we spell those out below. Some items are made to order or one-of-a-kind (like custom-cut stone slabs) and can't be returned for a change of mind. And some listings are direct sales between you and an independent seller, where the seller sets the terms. Every listing shows its return terms right in the purchase area, so there are no surprises.

Listing terms govern

Each listing shows a returns badge in its purchase area telling you exactly what applies:

  • 30-day returns — return within 30 days of delivery, no restocking fee (most items)
  • Made to order / Final sale — no change-of-mind returns, but damage and not-as-described are still covered
  • Seller-set terms — direct sales and external listings, where the seller or third-party site sets the return terms

2. Damaged, or Not As Described — Always Covered, Free

On every listing, regardless of its badge, you're entitled to a full refund (or replacement) if any of the following apply within a reasonable inspection window of receipt:

  • Item not as described — differs significantly from the listing description, photos, or stated specifications
  • Damaged in shipping — arrived damaged during transit (see Section 6 for freight/LTL inspection)
  • Wrong quantity — fewer units than ordered (prorated refund for missing items)
  • Item not received — tracking shows delivery but item was not received (contact us within 7 days of expected delivery)
  • Counterfeit or materially misrepresented — different brand, grade, or material than listed

In these cases, Unbuilt coordinates the return at no cost to you. Where return shipping is impractical (typically when shipping would cost more than half the item's value, common for heavy or oversized building materials), we may simply issue a refund without asking you to ship the item back.

3. 30-Day Returns (Most Items)

The default for items purchased through Unbuilt's checkout — including consignment listings and our channel-partner inventory such as Lumens. These are the terms shown as “30-day returns” on the listing.

  • Window: 30 calendar days from delivery (48 hours from pickup, for hidden defects)
  • No restocking fee on most items. Tile is the exception: because tile is heavy to ship back and is typically restocked with the manufacturer, tile carries a 25% restocking fee on change-of-mind returns. The 30-day window and full damage / not-as-described coverage still apply, and the fee is shown on the tile listing before you buy.
  • Change-of-mind returns: the item should be unused and in its original condition, with original packaging where applicable.
  • Return shipping: for change-of-mind returns, you cover return shipping, insured for the full purchase price. Insuring the return protects both of us against carrier loss in transit — an uninsured return that's lost or damaged on the way back may not be eligible for a refund. (Returns for damage or not-as-described are always free and coordinated by us — see Section 2.)
  • Heavy or oversized items: if return shipping would exceed half the item's value, we may refund you without requiring the item back.

4. Made to Order & Final Sale

Some items can't be returned for a change of mind because they're made to order or one-of-a-kind. This includes custom-cut stone slabs (e.g. Cosentino) and any listing explicitly marked Final Sale. These show “Made to order” or “Final sale” on the listing.

  • No change-of-mind returns.
  • You're still covered if the item arrives damaged or not as described — full refund or replacement, per Section 2. “Final sale” never means “no protection.”

5. Seller-Set Terms (Direct & External Listings)

Some listings are direct sales you arrange with an independent seller (peer-to-peer) rather than an Unbuilt-checkout purchase. For these, return terms are between you and the seller as stated in the listing. Unbuilt doesn't process returns for these transactions. If a listing states no return terms, treat the sale as final.

For affiliate listings that link out to another site (e.g. eBay), that site's own return and refund policy applies — contact them directly for a return.

6. Freight and LTL Deliveries

If you are receiving a freight or LTL delivery:

  • Inspect all packaging before signing the Bill of Lading (BOL).
  • If packaging is visibly damaged, note the damage on the BOL before signing. Write a specific description (e.g., "pallet wrap torn, two boxes crushed on corner").
  • Never sign "clean" if there is visible damage. A clean signature significantly limits our ability to file a successful carrier claim.
  • If possible, open and inspect the item before the driver leaves. If not feasible, note "subject to inspection" on the BOL.
  • Photograph everything — the items, packaging, and signed BOL.

7. General Provisions

Refund Method

Refunds are issued to the original payment method. We cannot issue refunds to a different payment method or account.

Refund Timing

Once approved, refunds are typically processed within 5 to 10 business days. Your bank or payment provider may take additional time to reflect the credit.

Building Materials Disclaimer

All items are sold as described in their listing. Buyers are responsible for verifying suitability for their intended use, dimensional accuracy, and compliance with applicable building codes and regulations. Unbuilt does not guarantee that any item is suitable for a particular use or compliant with any specific building code.

Photo Documentation

Photograph all items at delivery, before signing for them or moving them from the delivery location. Clear photos are the most effective evidence in any dispute. Without photos, our ability to resolve claims may be limited.

8. How to Request a Return or Report an Issue

Email: [email protected]

Include:

  • Order number or listing reference
  • Description of the issue
  • Photos of the item, packaging, and any damage or discrepancy
  • For freight deliveries: a copy of the signed Bill of Lading, if applicable
  • For change-of-mind returns: confirmation that you will ship return-bound items insured for the full purchase price

We will respond within 2 business days.

9. California Consumer Rights

In accordance with California Civil Code Section 1723 et seq., this policy is posted conspicuously and made available to all buyers before and after purchase. If you are a California resident and believe your consumer rights have not been respected, you may contact us at [email protected] or file a complaint with the California Department of Consumer Affairs.

Unbuilt Enterprises Inc
Email: [email protected]

This policy is subject to change. The most current version is available at unbuilt.shop.