Quality Standards

Last Updated: Nov. 6 2025

What to Expect

Cosmetic variance: Color shading, grain patterns, surface texture, and finish may vary between lots and within lots.
Surplus characteristics: Packaging may show wear, labels may be updated or missing, branding may differ from retail versions, product may be stamped as non-certified.
Factory seconds: Products often stamped as non-certified. Depending on grade, seconds may have both cosmetic imperfections and other imperfections including edge and corner damage, scratches at paint, or delamination (for B-Grade Seconds). Products characterized as seconds may have failed density grading. For more information on our grading system, see our Surplus and Downfall page.

Quality Claims

Claims must be submitted within 7 days of delivery and materials must remain unused. Claims relating to disclosed defects will not be considered valid.

Submit claims to help@rhizomematerials.com with photos and clear descriptions.
Claims require items to remain in original condition (unopened, uninstalled, undamaged).
Cosmetic variance does not constitute a valid quality claim.

Resolution

Valid quality claims are resolved through replacement (subject to availability), credit, or refund at our discretion. Freight charges are not covered.