Unbuilt

Return and Refund Policy

Unbuilt, Inc.
Effective Date: May 2026

1. Overview

Unbuilt is a marketplace for surplus construction and building materials. 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.

Listing terms govern

Each listing on the Platform is assigned a return tier, shown as a badge in the listing's purchase area. The tier determines the return window, restocking fees, and who pays return shipping. Three tiers apply on Unbuilt:

  • Marketplace Standard — 14-day window, 5% restocking fee for buyer's remorse
  • Limited — 10-day window, 20% restocking fee for buyer's remorse
  • Final Sale — no buyer's-remorse returns; defect path only

Some listings are not Unbuilt-mediated transactions (private-seller direct contact, or external/affiliate links). Those carry seller-set terms as stated on the listing or external site. Unbuilt does not mediate returns for those listings.

2. Defect, Damage, or Not As Described — Always Honored

Regardless of tier, you are entitled to a full refund (or replacement, at our discretion) if any of the following apply within a reasonable inspection window of receipt:

  • Item not as described — differs significantly from the listing description, photos, or stated specifications
  • Damaged in shipping — arrived damaged during transit (see Section 6 for freight/LTL inspection)
  • Wrong quantity — fewer units than ordered (prorated refund for missing items)
  • Item not received — tracking shows delivery but item was not received (contact us within 7 days of expected delivery)
  • Counterfeit or materially misrepresented — different brand, grade, or material than listed

For these cases, Unbuilt coordinates the return at no cost to you. Where return shipping is impractical (typically when shipping cost would exceed 50% of item value, common for heavy / oversized building materials), we may issue a refund without requiring you to return the item.

3. Tier 1 — Marketplace Standard (14 days)

Default for most consigned listings: smaller, lighter items shipped through Unbuilt's checkout.

  • Window: 14 calendar days from delivery (48 hours from pickup, for hidden defects only)
  • Buyer's remorse: 5% restocking fee, buyer pays return shipping
  • Return shipping must be insured for the full purchase price. This protects both you and Unbuilt against carrier loss in transit. Uninsured returns may not be eligible for refund if the item is lost or damaged on the return leg.
  • Condition: item must be in original, unused condition with original packaging where applicable

4. Tier 2 — Limited (10 days, 20% restocking)

Default for inventory we own (Lumens customer-return inventory, channel partners), heavy categories (Materials, Appliances, Cabinets, Vanities, Bathroom Furniture), and outlet inventory. Tighter terms reflect the inventory economics: we either own the goods (so a return is a 100% loss + value step-down) or shipping economics make return unrealistic.

  • Window: 10 calendar days from delivery (48 hours from pickup, for hidden defects only)
  • Buyer's remorse: 20% restocking fee, buyer pays return shipping
  • Return shipping must be insured for the full purchase price. Same rationale as Tier 1.
  • Condition: item must be in original, unused condition with original packaging
  • Refund without return: if return shipping would exceed 50% of item value, Unbuilt may issue a refund without requiring physical return — common for heavy building materials

5. Tier 3 — Final Sale

Some listings are flagged Final Sale, including Cosentino slabs (unique inventory) and listings explicitly marked as Final Sale on the listing page.

  • No buyer's-remorse returns.
  • Defect / damaged / not-as-described path still applies (see Section 2). Refund or replacement at Unbuilt's discretion.

6. Off-Platform — Seller-Set Terms

For private-seller (peer-to-peer) listings where buyers contact sellers directly outside of Unbuilt's checkout, return terms are between the buyer and seller as stated in the listing or as otherwise agreed. Unbuilt does not mediate or guarantee returns for those transactions. If no return terms are stated in a listing, the sale should be considered final.

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

7. Tier Mapping by Supply Model

For reference — how each listing type maps to a tier:

  • Tier 1 (Standard): Local consignment, online consignment — small / light items only
  • Tier 2 (Limited): Lumens inventory, Ann Sacks tile, consignment tile, Concrete Colab, any consigned listing in a heavy category (Materials, Appliances, Cabinets, Vanities, Bathroom Furniture)
  • Tier 3 (Final Sale): Cosentino slabs, listings explicitly flagged Final Sale
  • Off-platform: Direct-contact private-seller listings, eBay affiliate listings

8. 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.

9. 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.

10. How to Request a Return or Report an Issue

Email: 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
  • For buyer's-remorse returns: confirmation that you will ship return-bound items insured for full purchase price

We will respond within 2 business days.

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

Unbuilt, Inc.
Email: support@unbuilt.co

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