Unbuilt

Return and Refund Policy

Unbuilt, Inc.
Effective Date: April 2026

1. Overview

Unbuilt is a marketplace for surplus construction and building materials. This policy describes how returns and refunds work for purchases made through the Platform.

Building materials are not typical e-commerce goods. Many items are heavy, oversized, or fragile — pallets of tile, stone slabs, large fixtures, door systems, and similar products. Return shipping for these items is often impractical and can cost more than the item itself. This policy reflects those realities while protecting buyers from genuine problems like misrepresented or damaged goods.

Which Transactions Does This Policy Cover?

This policy applies to purchases completed through Unbuilt's checkout process, where Unbuilt facilitates the transaction on behalf of the seller.

Listing-specific terms take precedence. If a listing page specifies return or refund terms that differ from this policy, the terms stated on the listing page govern that transaction. This policy serves as the default where the listing does not state otherwise.

For transactions arranged directly between buyers and sellers outside of Unbuilt's checkout, return terms are between the buyer and seller as specified in the listing or as otherwise agreed. Unbuilt does not currently mediate or guarantee returns for those transactions. If no return terms are stated in a listing, the sale should be considered final.

For listings that link to external websites, the external site's own return and refund policy applies. Contact the third party directly for return requests.

2. Return Windows

  • Shipped items: 30 calendar days from the date of delivery.
  • Local pickup items: 48 hours from the time of pickup, and only for hidden defects that were not reasonably discoverable during inspection at pickup.

By picking up an item, you acknowledge that you had the opportunity to inspect it. Claims for issues that were visible at the time of pickup will not be accepted.

3. Condition Requirements

To be eligible for a return or refund, items must be in the same condition as when you received them. Items that have been installed, modified, cut, altered, or otherwise changed from their delivered condition are not eligible for return or refund.

4. Types of Issues and Remedies

Item Not As Described

If the item you received differs significantly from the listing description, photos, or stated specifications, you are entitled to a full or partial refund depending on the severity of the discrepancy. For heavy or oversized items where return shipping is impractical, we strongly prefer issuing a partial refund while you keep the item.

Damaged in Shipping

If your item arrived damaged during transit, you are entitled to a full or partial refund. Unbuilt will coordinate a claim with the carrier. To support the claim, you must provide photos of the damage and the packaging. For freight and LTL deliveries, damage must be noted on the Bill of Lading at the time of delivery (see Section 6).

Wrong Quantity

Bulk building materials (tile, lumber, hardware) are sometimes received in incorrect quantities. If you receive fewer units than ordered, you are entitled to a prorated refund for the missing items.

Item Not Received

If tracking shows your item was delivered but you did not receive it, contact us within 7 days of the expected delivery date. We will investigate with the carrier and, if delivery cannot be confirmed, issue a full refund.

Buyer Remorse / Changed Mind

Building materials are typically purchased for specific projects, and most items are heavy, oversized, or both. For these reasons, no-fault returns are generally not accepted.

Exceptions may be considered on a case-by-case basis for smaller, easily shippable items, subject to:

  • The item must be in original, unused condition
  • Return shipping is the buyer's responsibility
  • A restocking fee of up to 20% may apply

Counterfeit or Materially Misrepresented Items

If you receive an item that is counterfeit or materially misrepresented (e.g., a different brand, grade, or material than listed), you are entitled to a full refund. Contact us immediately. We take misrepresentation seriously and will take appropriate action.

5. Refund Without Return

If the cost of return shipping would exceed 50% of the item's value, Unbuilt may issue a refund (full or partial) without requiring you to return the item. This is common for heavy or oversized building materials and is evaluated on a case-by-case basis.

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: customer_support@unbuilt.co

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

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 customer_support@unbuilt.co or file a complaint with the California Department of Consumer Affairs.

Unbuilt, Inc.
Email: customer_support@unbuilt.co

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