Refunds and Returns Policy for Proactive Building Supplies
At Proactive Building Supplies, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward process for returns and refunds, subject to the terms outlined below. Please read through our policy to understand how we handle returns, refunds, and exchanges.
1. Eligibility for Returns and Refunds
You can request a return or refund if the following conditions are met:
- Timeframe: Returns must be requested within 14 calendar days of receiving the product.
- Condition of the Product: The product must be in new, unused condition, with the original packaging intact, and in a resellable state.
- Product Exclusions: Certain products may not be eligible for return or refund, including:
- Custom orders or special requests
- Products that are perishable or have been opened or used (e.g., paints that are opened, cement bags, etc.)
- Damaged items caused by misuse, improper handling, or failure to follow instructions
2. Initiating a Return
To initiate a return, please follow these steps:
- Step 1: Contact our customer support team at [email protected] within 14 days of receiving the product. Please provide the following details:
- Order number
- Product(s) you wish to return
- Reason for the return (e.g., defective, incorrect item, etc.)
- Photos of the product (if applicable)
- Step 2: Our team will review your request and, if eligible, will provide you with instructions on how to proceed with the return. You will be informed of the return shipping address, and any necessary documentation for the return.
- Step 3: Once you receive the return instructions, pack the product securely in its original packaging to prevent damage during shipping. Please include a copy of the original receipt or proof of purchase.
- Step 4: Ship the product back to us as per the instructions. You will be responsible for the cost of return shipping, unless the product was delivered in error or is defective.
3. Refund Process
Once we receive and inspect the returned product, we will notify you via email about the approval or rejection of your refund. If the return is approved, we will process your refund as follows:
- Refund Method: Refunds will be issued to the original payment method used for the purchase.
- Processing Time: Refunds may take 5-10 business days to be processed and reflected in your account, depending on your payment provider.
4. Costs and Fees
- Return Shipping: Unless the product is defective, damaged, or incorrect, the customer is responsible for the return shipping cost. We recommend using a traceable shipping method to ensure the return reaches us safely.
- Restocking Fee: In some cases, a restocking fee of up to 15% may apply for returns of products that are not defective or due to buyer’s remorse. This will be communicated to you when your return request is processed.
5. Exchanges
If you would like to exchange an item for a different product, please follow the same procedure for returning the original product. Once we receive the return, we will process your request for an exchange. Additional shipping fees may apply for the new item.
6. Damaged or Defective Products
If the product you received is defective, damaged, or incorrect, please contact us immediately at [email protected]. We will provide you with a pre-paid return shipping label and will cover the return shipping costs for defective or incorrect products.
We may also offer a replacement product or a full refund, depending on the situation. Please send us photos of the damaged product and packaging to expedite the process.
7. Non-Returnable Products
The following products are non-returnable and non-refundable:
- Custom-made or personalized orders.
- Products that have been opened or used.
- Items marked as “final sale” or “non-returnable.”
8. Customer Support Contact Information
If you have any questions or need assistance with your return or refund, please contact our customer support team:
- Email: [email protected]
- Phone: [Insert Phone Number, if applicable]
- Address: Santoe, Accra – Ghana
Our team is available to assist you during regular business hours (Monday to Friday, 9:00 AM – 5:00 PM GMT).
We aim to provide you with the best customer service and quality products. If you are dissatisfied with your purchase or experience any issues, please reach out to us so we can resolve the matter promptly.
By purchasing from Proactive Building Supplies, you agree to adhere to this Returns and Refunds Policy.