Returns & Exchanges

Where Quality Craftsmanship Meets Considerate Service

Dear Practical Visionaries and Style-Conscious Individuals,

At ZORO Materials Sale, we approach every aspect of your experience with the same meticulous care we apply to curating our Barn & Hanging Door Hardware, Molding & Millwork, and Ceiling Tiles. We understand that even the most carefully planned projects may require adjustments. Our Returns & Exchanges policy is designed to be as transparent, reliable, and respectful as our privacy practices, ensuring your journey from inspiration to installation remains built on trust.

Eligibility & Timeframe

We gladly accept returns and exchanges for most items within 15 days of the delivery date. To be eligible:

• The item must be in its original, unused, and uninstalled condition.
• All original packaging, labels, tags, and documentation must be intact and included.
• The item must not be part of our non-returnable list (see below).

Non-Returnable Items

To maintain quality and safety standards for our global community, certain items cannot be returned or exchanged due to their nature or customization:

• Cut-to-Size or Custom-Trimmed Products: Any Molding & Millwork, Ceiling Tiles, or Building Materials that have been cut, trimmed, or altered to specific customer dimensions.
• Opened or Used Hardware Kits: Door Hardware & Components or Barn & Hanging Door Hardware where seals are broken, parts are missing, or installation has been attempted.
• Final Sale Items: Clearly marked as such on the product page.

This policy mirrors our commitment to providing pristine materials, as the integrity of these specialized products is paramount for your projects.

Step-by-Step Return/Exchange Process

1. Initiate Your Request: Within 15 days of delivery, contact our support team at [email protected] with your order number and details. Please use the template below to ensure we have all necessary information.
2. Receive Authorization & Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed packaging/shipping instructions. Returns sent without an RMA will not be accepted.
3. Package with Care: Securely repackage the item in its original packaging, including all accessories and documentation. Place the RMA number clearly on the outside of the box. We recommend insuring the shipment.
4. Ship the Item: Send the package to our fulfillment center at:
   
   ZORO Materials Sale – Returns
   207 Maple Hill Road
   Shaftsbury, US 05262
5. Inspection & Processing: Upon receipt, our team will inspect the item (within 3-5 business days). Once approved, we will promptly process your refund or initiate your exchange.

Return/Exchange Request Template

Please copy and paste the following into your email to [email protected]:

Refunds & Credits

We handle your refunds with the same security applied to your payments via Visa, MasterCard, JCB, or PayPal.

• Timing: Refunds are issued to your original payment method within 7-10 business days after we approve the return.
• Amount: You will receive a refund for the item’s purchase price. Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective item.
• Exchange Shipping: For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you. Photos of the damage or incorrect item are greatly appreciated to help us improve our quality control.