At MasterBuilder Mercantile Inc., we want you to shop with confidence. Please review the following return, refund, cancellation, and special-order conditions before placing your order.
30-Day Return Policy
We offer a 30-day return policy on most eligible items, meaning you have 30 days from the date you receive your order to request a return.
To qualify for a return, products must be:
- Unused, uninstalled, and in their original condition.
- Returned in their original packaging with all components, accessories, documentation, and tags, where applicable.
- Accompanied by a receipt or proof of purchase.
- Approved for return by MasterBuilder Mercantile Inc.
All returns are subject to inspection and approval. Additional restrictions may apply to special-order and non-stock products.
Special Orders & Restocking Fees
Products that are not explicitly identified as "In Stock" on our website may require special ordering from the manufacturer or supplier.
These products may be sourced specifically to fulfill your order and may not be part of our regularly stocked inventory.
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Special-order products: Products not marked "In Stock" may be considered special-order items.
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Order cancellations: Cancellations of special-order items may be subject to a restocking fee of up to 25% of the product's purchase price, particularly when the order has already been placed with the manufacturer or supplier.
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Returns: Approved returns of special-order products may be subject to a restocking fee of up to 25% of the product's purchase price.
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Non-returnable products: Certain special-order, custom-manufactured, or non-standard products may not be eligible for cancellation or return once ordered.
Restocking fees and return eligibility may vary depending on the product, manufacturer, supplier, and order status.
We recommend confirming product specifications, compatibility, availability, and return eligibility before ordering any product not marked "In Stock."
Restocking fees do not apply to returns resulting from an error by MasterBuilder Mercantile or where a remedy is required by applicable law.
Large Orders & Order Cancellations
Orders exceeding $1,000.00 USD may be subject to additional return or cancellation considerations, including manufacturer restrictions, special-order conditions, and associated costs.
Customer-requested cancellations before shipment may be subject to a processing fee of up to 3.5% of the cancelled order value to account for payment processing and administrative costs, where permitted by applicable law.
This may include orders cancelled due to incorrect product selection, duplicate orders, or changes in purchasing decisions.
Where special-order restocking fees apply, any additional cancellation charges will be disclosed and assessed in accordance with applicable law. We will not charge duplicate fees for the same expense.
How to Request a Return
To initiate a return, contact our customer service team at
info@masterbuildermercantile.com.
Please provide:
- Your order number.
- The product or products you wish to return.
- The reason for the return.
- Photographs or additional information, if requested.
If approved, we will provide a Return Material Authorization (RMA) and instructions on where and how to return the product, including shipping documentation where applicable.
Returns sent without prior authorization will not be accepted.
Customers may be responsible for return shipping costs unless the return results from an error on our part or another circumstance requiring us to cover those costs.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us immediately if an item arrives damaged, defective, or incorrect.
We may request photographs, product details, or supporting documentation to evaluate the issue and determine an appropriate resolution.
Manufacturer warranty procedures may apply where appropriate. Your rights under applicable consumer protection laws remain unaffected.
Exceptions & Non-Returnable Items
Certain products may not be eligible for return, including:
- Custom-manufactured, personalized, or made-to-order products.
- Special-order products designated as non-returnable.
- Products that have been installed, used, modified, or damaged after delivery.
- Products missing original packaging, components, or accessories.
- Hazardous materials, flammable liquids, or gases.
- Final-sale or clearance items and gift cards, subject to applicable law.
If you are uncertain about a product's return eligibility, please contact us before placing your order.
Exchanges
The fastest way to exchange a product is to request a return of the original item and, once approved, place a separate order for the replacement.
Special-order restrictions and applicable restocking fees may still apply.
Refunds
Once we receive and inspect your returned product, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method, less any applicable restocking fees and other authorized deductions.
Processing times may vary depending on your bank or credit card provider.
