General Return Guidelines
For all applicable items, once your item has been inspected and signed for at the time of delivery, the time frame for a possible return request is 3 business days from the day your order is delivered or received. This includes all sample orders. Once something is in a customers possession for this length, we have no way to determine how it has been stored or treated. If you wish to return an item, you must contact our customer service department at 888-715-3007 to determine if the item(s) are returnable. If so, you will be given an RMA (Return Material Authorization) number and instructions. If you ship an item back without obtaining your RMA number, you are not eligible for any refund.
It is the responsibility of the buyer to fully inspect the material at time of delivery. Please read accepting or picking up freight material
Returns Qualifying for Full Refund
Wrong Solid Surface Material, Color or Size If it is determined that SolidSurface.com shipped the wrong material, color or size, replacement material will be shipped to you at no additional charge (subject to availability). You can choose not to have the material replaced and you will be refunded 100% of the material and shipping costs. You will need to repackage the incorrect material for return shipping and we will pay and arrange for the return shipping. In no event will SolidSurface.com be liable for any loss or damage, including but not limited to lost profits or incidental or consequential damages that result from the incorrect shipment.
Defective or Damaged sheet material, adhesive cartridges, Adhesive Guns, Mixing Tips, Abrasive Kits and Accessories, Counterbalance/Island Bracket, Sinks and Sink Accessories
Defective or damaged non-solid surface products will be replaced at no additional charge. Arrangements will be made to pick up the defective item(s) at no charge to the buyer. Please note that any defect must be noted at time of delivery or within a reasonable amount of time after receiving (3 Business Days) If you are not planning on using the items within 3 business days, it's imperative you still inspect the items at time of delivery. Any notification of defect not made outside of this time frame will not be considered. Once an item is in someones possession it is challenging to determine when said defect occurred. If the defective item(s) are not returned after arrangements have been made, the buyer will be charged for the additional item(s) that were sent. In no event will SolidSurface.com be liable for any loss or damage, including but not limited to lost profits or incidental or consequential damages that result from the defective or damaged items shipped.
Returns Qualifying for Partial Refund
Solid Surface Material
- A piece of solid surface material that varies in color slightly from manufacturer samples, color images on the internet or printed media
- Although it is uncommon, surplus pieces may have scraped edges, small chips broken from corners, or light scuff marks on the top surface.
- Refusing a shipment that is not damaged, or cancellation of an order that has already been shipped.
If you choose to return an item for one or more of the above reasons, you will not be reimbursed for the shipping cost and there will be a 20% restocking fee deducted from your refund. This means you will receive an 80% refund of the item cost only, if it is returned in good condition. You are responsible for the return shipping cost.
Non-Defective or Non-Damaged Non-Solid Surface Items– Adhesive Guns, Mixing Tips, Abrasive Kits and Accessories, Counterbalance/Island Brackets, Sinks and Sink Accessories If you choose to return non-defective or non-damaged item(s) or cancel an order that has already been shipped, you will not be reimbursed for the shipping cost and there will be a 20% restocking fee (25% in the case of sinks or sink accessories) deducted from your refund. You will receive an 80% (75% for sinks and sink accessories) refund of the item(s) cost only if it is returned in good condition. The buyer is responsible for the return shipping costs for non-defective item(s). No Initial shipping costs will be refunded. Adhesives and Router Bits may not be returned for the safety of all of our customers, please see policy below.
Return Guidelines-Vanity Tops
Once a custom vanity top has been put into production, the specs can’t be modified nor can the order be cancelled. The customer is not eligible for any refund for the cost of the vanity or the shipping.
It is the responsibility of the buyer to fully inspect the vanity top at time of delivery. Please read accepting or picking up freight material
Return guidelines – Adhesives and Router Bits
Adhesive may not be returned, even if unopened; unless it was damaged in transit or in the event we sent the incorrect color. Because we are unable to verify the conditions of how it was stored, however temporarily, we cannot resell a product that has any potential to impact the quality of the adhesive bond. Please understand our no-return policy on adhesives is in place to insure reliable adhesive for all of our customers, and we apologize for any inconvenience as a result.
Router bits, once shipped, are not returnable. Because we are unable to determine if a product has been used, we cannot resell it to another customer as new. This no-return policy is in place to protect all of our customers who order router bits.