Effective Date: October 2025

Overview

BuildersTogether LLC (“we”, “us”, “our”) operates a marketplace connecting buyers and sellers of recycled construction and demolition (C&D) materials. This Return & Refund Policy explains how returns, refunds, and related disputes are handled on the platform. Because sellers operate their own stores, some return and refund terms are set by sellers; however, this policy establishes platform-wide standards and buyer protections.

Buyer Refund Window

  • Buyers have 30 days from the confirmed delivery date to request a refund for an item purchased on BuildersTogether.
  • The 30‑day period starts on the delivery date shown in the order tracking information or, if tracking is not available, the seller’s recorded delivery/pickup confirmation.

Eligibility for Returns and Refunds

  • Eligible items: Items that are materially different from the listing description, damaged during shipping, undisclosed defects, or otherwise not as described by the seller.
  • Ineligible items: Perishable materials, custom-cut or custom-fabricated items made specifically to buyer specifications (unless the seller explicitly offers returns), hazardous materials, and items that sellers have marked non-returnable in accordance with applicable law.
  • Buyer responsibility: Buyers must inspect items promptly upon receipt and notify the seller and BuildersTogether of issues within the 30‑day window.

How to Request a Return or Refund

  1. Initiate a request: Use the order page or messaging system to contact the seller and open a return/refund request. Include photos, descriptions of the issue, and any relevant documentation.
  2. Seller response: The seller has a reasonable timeframe (typically 7 business days) to respond with an acceptance, request for more information, or an offer (repair, replacement, partial refund).
  3. Escalation to BuildersTogether: If the seller and buyer cannot reach an agreement within 7–14 days, either party may escalate the case to BuildersTogether for mediation using the platform’s dispute resolution tools or by contacting builderstogetherbusiness@gmail.com.

Returns, Pickup, and Shipping

  • Return method: Sellers may accept returns by mail/shipping or by local pickup. The listing should state which options are available.
  • Return shipping costs: Unless the seller agrees to cover return shipping, buyers are typically responsible for return shipping costs if the return is not due to seller error. If the item is damaged or not as described, the seller or BuildersTogether may require the seller to cover return shipping.
  • Condition of returned items: Returned items must be returned in substantially the same condition as received, unless damage is the basis for the return. Sellers may refuse refunds for items returned with additional damage or missing components caused by buyer misuse.

Refunds and Payout Holds

  • Refund processing: Once a return is approved and the seller confirms receipt (or the seller accepts responsibility for a direct refund), BuildersTogether will process refunds through Stripe. Refund timeframes depend on payment method and the buyer’s bank or card issuer.
  • Partial refunds: Sellers may offer partial refunds for items accepted back in a condition different from the original, or for mutually agreed partial resolutions.
  • Payout holds: To ensure funds are available to cover potential refunds, BuildersTogether may hold seller payouts in our Stripe account for up to 30 days after delivery. This hold helps ensure buyers’ refund requests can be honored.

Refund for Non-Delivery or Fraud

  • Non-delivery: If an item is not delivered and the seller cannot provide proof of shipment/delivery, buyers may be eligible for a full refund.
  • Fraud or misrepresentation: If an item or seller is determined to be fraudulent, BuildersTogether may suspend the seller account and issue refunds as appropriate.

Warranty, Repair, and Replacement

  • Warranty claims: If a seller offers a warranty, buyers should follow the seller’s warranty process. BuildersTogether may assist in warranty disputes.
  • Repairs and replacements: Sellers may offer repair or replacement as alternatives to returns. These resolutions should be agreed upon in writing via the platform messaging system.

Dokan RMA and Return Tools

  • Platform returns: BuildersTogether supports Dokan RMA and other return management tools to streamline return and refund workflows for sellers and buyers. Sellers should maintain clear RMA procedures in their store policies.

Dispute Resolution and Investigation

  • Evidence: When a dispute is escalated, both buyer and seller should provide clear evidence (photos, messages, tracking numbers, invoices). Admins will review communications and evidence.
  • Admin decision: BuildersTogether admins will make a determination based on evidence and platform policies. Admin decisions are final for platform mediation; additional legal remedies may remain available to either party.
  • Blocking communication: Admins may redact or block direct exchange of phone numbers or emails in messages if it violates platform safety or policy.

Seller Obligations

  • Accurate listings: Sellers must provide accurate descriptions, clear photos, condition disclosures, and correct shipping/pickup options and delivery times.
  • Timely responses: Sellers must respond to return/refund requests and RMA processes promptly (typically within 7 business days).
  • Compliance: Sellers must comply with applicable laws regarding returns, refunds, consumer protection, and product safety.

Buyer Obligations

  • Timely reporting: Report issues and open return/refund requests within 30 days of delivery.
  • Good-faith cooperation: Work cooperatively with sellers and BuildersTogether in return logistics and evidence submission.
  • Return care: Return items according to the seller’s instructions and in appropriate packaging to avoid additional damage.

Fees and Deductions

  • Restocking fees: Sellers may charge restocking fees for returns where reasonable and disclosed in the listing or store policies, provided such fees comply with applicable law and are disclosed before purchase.
  • Refund adjustments: Refunds may be adjusted for shipping costs, restocking fees, or deductions for damage not caused by the seller, where appropriate and disclosed.

Cancellations

  • Pre-shipment cancellations: Buyers may cancel orders before shipment; sellers should refund payments promptly.
  • Post-shipment cancellations: If an item has already shipped, the buyer must follow the return procedure above.

Limitations and Exclusions

  • Time limits: Refund requests submitted after the 30‑day window may be declined except in exceptional circumstances or where required by law.
  • Non-refundable items: Custom orders and certain categories excluded by seller policy may be non-refundable unless otherwise required by law.

Fraud Prevention and Abuse

  • Abuse: Abusive or fraudulent return activity (e.g., repeated false claims) may result in account suspension, restriction of returns, or other penalties.
  • Evidence retention: BuildersTogether may retain records related to returns and refunds to support investigations and compliance.

Contact and Escalation

  • For assistance with returns, refunds, or disputes contact:
  • Provide order number, photos, and a concise description of the issue to speed resolution.

Changes to This Policy

We may update this Return & Refund Policy to reflect operational or legal changes. Updated policies will include a revised effective date. Continued use of the marketplace constitutes acceptance of the updated policy.

Acknowledgment

By purchasing or selling on BuildersTogether, you acknowledge that you have read, understood, and agree to this Return & Refund Policy.