At Buildory.com, we provide premium quality service and a transparent shopping experience. By placing an order with us, you acknowledge and agree to the terms below.
1. Return Eligibility
We offer a curated selection of high-end goods. To maintain our quality standards, all returns must meet the following criteria:
Return Window: Returns for products in original, unused condition, as well as returns due to manufacturing defects, must be requested within 30 days of receipt.
Authorization: All returns require a Return Authorization (RA) Number. Unauthorized returns will be refused.
Conditions for Accepted Returns: The product must be returned in its original packaging. If the product has been used, a refund will be declined and the product returned to you, unless there is a manufacturing defect. In the case of a manufacturing defect, the product must still be returned in its original packaging.
2. Restocking Fees & Buyer's Remorse Policy
Restocking fees are determined by the manufacturer and typically range from 20% to 30%. For any return classified as "Buyer's Remorse," the customer is responsible for the restocking fee plus the actual round-trip shipping costs. Please check the specific product page for the exact restocking fee applied by that manufacturer.
Classifications of Buyer's Remorse
The following scenarios are classified as Buyer's Remorse returns and will incur all standard fees:
Customer Unreachable: The carrier was unable to reach the customer to schedule a delivery appointment.
Refusal of Shipment: The customer refused the order for reasons other than verified transit damage.
Change of Mind: The customer no longer desires the order or attempts to cancel after the item has shipped/entered production.
Ordering Errors: The customer ordered incorrect equipment, size, or color.
Delivery Appointment Responsibility
It is the sole responsibility of the customer to ensure their availability at the delivery address for scheduled appointments.
Liability: If a delivery appointment has been scheduled and the customer is not available to sign, Buildory.com is not liable for the resulting failure. Any redelivery fees, storage charges, or return shipping costs incurred due to the customer's absence will be the responsibility of the customer.
3. Exchanges
Exchanges are permitted under the same conditions as returns.
Fees: Customers are responsible for all associated shipping and restocking fees for the exchange.
Exceptions: Shipping and restocking fees will only be waived if the exchange is required due to a documented manufacturer defect or shipping damage reported within the 24-hour inspection window.
4. Non-Returnable Items
To protect our ability to offer high-quality products, the following items are strictly non-returnable:
Personalized, Custom, or "Made to Order" Items (e.g., custom finishes, upholstery, or configurations).
Mattresses.
Clearance or Closeout Items.
Items that have been assembled or installed.
Items without their original packaging.
Items postmarked 45 days or more after the date of delivery.
Replacement parts under $50.
5. Inspection & Damages
You must inspect your order immediately upon delivery.
24-Hour Reporting: Any damages, defects, or missing components must be reported to our support team within 24 hours of receipt.
Requirements: You must provide clear photographs of the damage and the original packaging.
Resolution: We may provide replacement parts, a full unit replacement, or a discount to keep the item at our discretion.
6. Cancellations
Standard Items: Orders may be canceled at no cost only if processing has not yet begun. Once an item has entered the processing or shipping phase, standard return fees apply.
Custom Orders: Once production begins on a made-to-order item, it cannot be canceled. If the manufacturer allows a mid-production halt, a 50% cancellation fee will apply.
7. Refunds & Fees
Refunds are processed to the original payment method after the manufacturer receives, inspects, and approves the return. Once approved, please allow 3 to 7 business days for the refund to process and reflect in your account.
Merchant Processing Fees: Please note that credit card processing fees (2.9% – 5.99% + $0.30) are non-refundable by the banks and will be deducted from your final refund amount.
8. Brand-Specific Return Policies
Some brands set their own return and refund terms in addition to the general policy above. Select a brand below to view its specific policy.
Return window & restocking fee
Returns must be requested within 30 days of delivery.
A restocking fee of 20%–30% applies to eligible returns.
Inspecting your order
Please inspect your items as soon as they arrive. Remove each item from its box and check it before assembly to make sure no damage occurred during shipping. If you find any damage, email clear photos to support@buildory.com so we can help resolve it. Any discrepancies between your order and what you received should be reported within one week of delivery.
Returns & damaged items
Special-order (custom, non-stock) items are non-returnable.
Returned items must arrive in the same condition in which they were shipped. All returns are inspected, and a fee may apply if damage is found.
Damage that occurs after an item has been loaded onto your vehicle, or the vehicle of anyone you have hired, is not covered.
Special orders
All special-order items are non-returnable.
Once a special order is placed, changes or cancellations cannot be made after 48 hours.
Returns
Items that are not special orders may be returned in their original, unopened, re-salable condition within 30 days of the purchase date.
Refunds are issued less a 30% restocking fee and any shipping charges incurred, after the item is received and inspected at the warehouse.
Return shipping is your responsibility, and you must contact us for a return authorization before sending anything back. Manufactured or made-to-order items, floor models, and dent-and-scratch items are final sale and are not returnable. All returned items must be unused, in their original box, and in salable condition; items that do not meet these criteria will be refused or returned at your expense.
Inspection & damaged items
Inspect your order upon receipt and, before signing, note any damage in writing on the delivery receipt (signed by both parties). You have 24 hours from receipt to report damage in writing; failure to do so releases us from related claims. If excessive damage is visible, refuse the shipment at the time of delivery. For documented freight damage, we will send any required replacement parts; you are responsible for returning the defective or damaged parts, and a charge may apply to ensure their return. Once you sign for delivery, the goods become your property, and any repairs or replacements requested beyond the stated timeframe without written notice are your responsibility.
Returns
Returns must be requested within 30 days of delivery.
Items must be unused and returned in their original packaging.
A restocking fee of up to 20%–30% applies to eligible returns.
Please contact us for a return authorization before sending anything back, and note that return shipping is your responsibility. Custom or special-order items are final sale and are not returnable.
Inspection & damaged items
Please inspect your order as soon as it arrives. Any damage, defects, or missing components must be reported to us within 24 hours of receipt, along with clear photos of the damage and the original packaging. Once we receive your report, we will coordinate replacement parts or another resolution as needed.
Returns
A return authorization (RA) is required, and return requests must be made within 30 days of the invoice date.
Accommodation returns (returns that are not due to a defect or damage) are subject to a 25% restocking fee, and you are responsible for all shipping costs to and from the manufacturer.
Returns are handled on a case-by-case basis. To start a return, contact us at support@buildory.com and we will arrange the return authorization for you.
Inspection & damaged items
Please inspect your rug upon receipt. Claims for defective or damaged rugs are inspected once the product has been returned to the manufacturer, and each claim is reviewed on a case-by-case basis.
Returns
Return requests must be made within 30 days of receiving your order.
Products must be returned in their original packaging and in resalable condition.
A 10% restocking fee applies to stock items; a 25% restocking fee applies to special-order items. Exemptions may apply.
A return authorization is required before sending anything back, and a separate request is needed for each order. Once issued, items must be returned to the address provided within 30 days of receiving your return authorization. If you use a prepaid shipping label, the return shipping cost is deducted from your credit. Credit is issued once the returned item(s) are received.
Damaged, defective & incorrect items
If your order arrives damaged, refuse the shipment or note the damage with the carrier at delivery whenever possible, then contact us right away. Report damage within 15 days of receipt for parcel shipments, or within 5 days for freight (LTL) shipments; photos are required for freight deliveries. Please hold the product until we provide further instructions.
If a product is defective, contact us and we will help arrange a replacement or return. In some cases the manufacturer can send a replacement directly, often free of charge. If a return is needed, we will provide a shipping label or call tag.
If you received the wrong item, we will issue a return authorization with a prepaid return label.
In each of these cases, let us know if you need a replacement and the return shipping cost will be waived.
Returns
Return requests must be made within 30 days of receiving your order.
Products must be returned in their original packaging and in resalable condition.
A 10% restocking fee applies to stock items; a 25% restocking fee applies to special-order items. Exemptions may apply.
A return authorization is required before sending anything back, and a separate request is needed for each order. Once issued, items must be returned to the address provided within 30 days of receiving your return authorization. If you use a prepaid shipping label, the return shipping cost is deducted from your credit. Credit is issued once the returned item(s) are received.
Damaged, defective & incorrect items
If your order arrives damaged, refuse the shipment or note the damage with the carrier at delivery whenever possible, then contact us right away. Report damage within 15 days of receipt for parcel shipments, or within 5 days for freight (LTL) shipments; photos are required for freight deliveries. Please hold the product until we provide further instructions.
If a product is defective, contact us and we will help arrange a replacement or return. In some cases the manufacturer can send a replacement directly, often free of charge. If a return is needed, we will provide a shipping label or call tag.
If you received the wrong item, we will issue a return authorization with a prepaid return label.
In each of these cases, let us know if you need a replacement and the return shipping cost will be waived.
Contact Information
For inquiries or requests concerning this return policy, our team is available to assist you.
