Return Policy

Last Updated: Nov. 6 2025

General Policy

All sales are final unless an incorrect product is received. We extensively document shipping and delivery, and provide detailed condition notes. Thus our return criteria is as follows:

Return Eligibility

Returns are considered only when:

Incorrect product is received (incorrect measurements/specs etc.)
Product has undisclosed defects affecting performance

Returns are not accepted for:

Cosmetic variance (color shading, grain)
Disclosed defects including edge and corner damage, paint scratching, delamination, non-certification, downfall stamping, etc.
Change of mind or project cancellation
Items that have been opened, installed, cut, or altered

Return Requirements

Items must be unopened on pallets and in original condition
Return authorization required - contact help@rhizomematerials.com within 7 days of delivery
Photos must be provided documenting incorrect product or undisclosed defects

Refund Processing

Refunds issued to original payment method within 7-10 business days of receiving returned items
Freight charges are non-refundable

Damaged Shipments

Report shipping damage immediately upon delivery. Note damage on delivery receipt and contact us within 24 hours. We will coordinate with the carrier for claims.