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Returns and Refunds Policy

Effective date: 26 October 2025
Website: ustruct.com
Contact: support@ustruct.com

Let’s break it down. Construction materials aren’t like T-shirts. Some can be returned easily. Others can’t, either for safety, quality control, or because they were made to your spec. This policy explains what’s eligible, how to start a return, and when refunds are issued.

1) Who you’re returning to

Ustruct is a marketplace. Returns are handled in coordination with the selling merchant and their logistics partners. We facilitate the process through your account and make sure timelines are clear and fair.

2) Eligibility

Unless a product page says otherwise, the default rules are:

Returnable within 7–14 days of delivery if the item is:

  • Unused, uninstalled, and in original, resellable condition
  • In original packaging with all parts and documentation
  • Not a restricted category listed below

Usually not returnable unless defective or incorrectly supplied:

  • Cut-to-size, custom-fabricated, or made-to-order materials
  • Mixed, poured, or batched products (cement, concrete, plaster mixes once opened or mixed)
  • Bulk aggregates once offloaded on site
  • Electrical, plumbing, and safety items if packaging is opened, where resale or safety is affected
  • Hazardous or temperature-sensitive goods
  • Clearance, “final sale,” or non-returnable items as marked on the product page

Defective or damaged on arrival (DOA) items are eligible for replacement or refund. Report visible damage or short supply within 48 hours with photos of the packaging, labels, and the goods.

3) How to start a return

  1. Go to My Orders on ustruct.com and select the item.
  2. Choose Request Return/Replace, add photos and a short note.
  3. We’ll confirm eligibility and next steps, which may include pickup or drop-off instructions and an RMA label.
  4. Pack items securely. Include all accessories and paperwork.
  5. Keep proof of handover or shipment until the refund is processed.

For heavy or palletized goods, the seller may arrange site pickup. You’ll need to provide safe access and a loading area.

4) Return shipping costs and restocking

  • If the error is on the seller—wrong item, wrong spec, transit damage—the seller covers return shipping.
  • If you changed your mind or ordered the wrong spec, you cover return shipping.
  • Some categories carry a restocking fee (commonly 10–25%) to cover inspection, repacking, and admin. If applicable, it’s shown before you confirm the return.

5) Inspections and outcomes

Once the seller receives the return, they inspect it within a reasonable window (typically 3–7 business days). Outcomes:

  • Approved: refund or replacement processed.
  • Partial approval: deduction for missing parts, damage, or use beyond handling.
  • Rejected: item used, damaged, or not as described in the return request; we’ll explain why and your options.

6) Refund timing and method

Refunds are issued to the original payment method. Bank processing varies, but most refunds appear within 5–10 business days after approval. If that’s not possible (for example, expired card), we’ll propose an alternative method or store credit.

7) Replacements and exchanges

If you prefer a replacement, say so when you start the return. For time-critical projects, we suggest placing a new order immediately and returning the original to avoid delays.

8) Cancellations

  • Before dispatch: you can cancel from the order page. If the seller has already allocated materials or started fabrication, cancellation may be refused or subject to a restocking fee.
  • After dispatch: treat it as a return. Refusing delivery without an approved RMA may increase freight costs.

9) Warranties and after-sales

Some products carry manufacturer warranties. Keep your invoice and any serial numbers. Warranty service follows the manufacturer’s terms. We’ll help coordinate but don’t control the outcome.

10) Special categories

  • Custom and fabricated goods: confirmed specs are final. Returns only if defective or not built to spec.
  • Bulk and bagged materials: returns accepted only if sealed and pallet intact, subject to inspection.
  • Electrical and safety items: opened packages are usually ineligible unless defective.
  • Chemicals and adhesives: hazardous goods returns follow carrier and safety rules; many are non-returnable once opened.

11) Evidence matters

Photos, delivery notes, and serials speed things up. For transit damage, include pictures of outer packaging, internal packaging, and the item itself. For shortages, include the pallet count and seal, if any. The clearer the record, the faster the resolution.

12) Abuse and fraud

We protect sellers and buyers by monitoring for patterns like serial returns of used goods or false damage claims. Abuse may lead to return refusals, account limits, or termination under our Terms of Use.

13) Our role

We make the process predictable and fair. If you hit a snag, email support@ustruct.com with your order number and evidence. If a seller goes silent, we escalate. If there’s a disagreement over inspection results, we review the record and propose a resolution based on this policy.

14) Changes

We may update this policy for clarity or to reflect category-specific rules. The effective date at the top tells you what version applies to your order.

Bottom line: we respect the realities of construction while protecting your purchase. Tell us early, document the issue, and we’ll move quickly to put things right.