Return Policy (TEST)
Return Policy
Items shipped from VentCover.com can be returned within 30 days of delivery, as long as they meet the return conditions in this policy. The reasons a return can be declined are listed in the FAQ below under "What can cause my return to be declined?" Every return needs a Return Merchandise Authorization (RMA) number from us before it ships. Once your return arrives and matches the RMA, we issue your refund or replacement.
Return shipping: You pay for return shipping. If you'd rather use a prepaid label from us, we'll provide one and deduct the shipping cost from your refund. If the return is because of our error (wrong or damaged item), we cover return shipping.
Products with special terms:
- Plenum boxes: 30% restocking fee on all returns.
- Diffusers: no restocking fee within 30 days of delivery. Returns accepted after 30 days, up to [X] days, carry a 30% restocking fee.
1. How to Start a Return (RMA Process)
We can only process returns that have an RMA number, and the RMA must list exactly what you are sending back.
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Contact us at sales@texasbuildmart.com or (956) 900-1103 with:
- Your order number
- Each item you're returning: product name or SKU, size, color/finish, and quantity
- The reason for the return (ordered by mistake, wrong size, damaged, wrong item received, etc.)
- Photos, if the item arrived damaged or incorrect
- Receive your RMA. We'll email your RMA number and return instructions within [X] business days. If you requested a prepaid label, it will be included.
- Pack only the items listed on your RMA. Write the RMA number on the outside of the box or include it on a note inside.
- Ship your return within [X] days of receiving your RMA.
- We inspect your return at our warehouse and compare it against the RMA. If everything matches, we process your refund or replacement.
Why the details matter: return discrepancies
If what arrives doesn't match what you told us you were returning, we can't process the original RMA. Common discrepancies include:
- A different size than listed (for example, a 4" x 10" vent cover instead of a 4" x 12")
- A different color or finish than listed
- More or fewer items than listed
- An item that wasn't on the RMA at all
When this happens, we'll contact you and create a new RMA that reflects what we actually received. This delays your refund, because the new RMA must be reviewed before the refund can be processed. To avoid delays, double-check sizes, colors, and quantities before you request your RMA and again before you seal the box.
Items we receive that were not purchased from VentCover.com will not be returned or compensated. See section 2.
2. Damaged, Incorrect, or Mistaken Orders
Damaged on arrival: If the package looks damaged on arrival, please refuse the delivery. If you already accepted it, email photos of the box and the item to sales@texasbuildmart.com with your order number within [X] days of delivery. We'll send you a replacement and file a claim with the carrier on your behalf. This applies to any item that arrives damaged, whether from shipping or another cause.
We sent the wrong item: Contact us with your order number and photos of what you received. We'll issue an RMA and a prepaid return label at our expense.
You ordered the wrong item: Request an RMA as described in section 1. Return shipping is at your expense, or we can provide a label and deduct the cost from your refund.
Returning the wrong item to us: We need the correct item back to issue a refund. To protect our associates and customers, VentCover.com disposes of items returned to us that were not purchased from us. If you think you sent us the wrong item, contact Customer Service right away. We can't guarantee the item will be found and returned, and we don't provide compensation for items that have been disposed of.
3. Packing and Shipping Your Return
Pack items securely in a sturdy box so they arrive in the same condition they left you. If you ship your own return, use the method that matches your order value:
| Return value | Required shipping method |
|---|---|
| $100 or more | Insured for the full value, with signature confirmation |
| Over $35 | A trackable shipping service |
| Under $35 | Tracking recommended (for example, USPS with delivery confirmation) |
If a return is lost and wasn't sent with a trackable method, we may not be able to cover the loss. Refusing a delivery is not a way to return an order that arrived undamaged; please request an RMA instead.
Tip: Take photos of the items and the packed box before shipping, and email them to sales@texasbuildmart.com with your RMA number. They serve as proof of condition and contents if the package is damaged or lost on its way to our warehouse.
4. Refunds
Refunds are processed within 2-3 business days after your return arrives and matches its RMA. Your bank or card issuer may take another 3-5 business days to show the credit on your statement.
Typical timeline (when the return matches the RMA):
- Return delivered to our warehouse
- Inspected and checked against the RMA
- Refund issued: 2-3 business days after arrival
- Credit appears on your statement: 3-5 business days after that
If there's a discrepancy, the refund is on hold until a new RMA is created and reviewed (see section 1).
What may be deducted from your refund:
- Restocking fees (plenum boxes, and diffusers returned after 30 days)
- The cost of a return label we provided, when the return was not due to our error
If we made the error, we provide the return label at no cost and nothing is deducted for return shipping.
Frequently Asked Questions
Return eligibility
What can cause my return to be declined or my refund not to be processed?
We can't accept a return or issue a refund when:
- No RMA: the return was sent without an RMA number from us.
- Outside the return window: it was sent more than 30 days after delivery (diffusers: more than [X] days).
- Modified or altered: the product was screwed through the faceplate, painted, sanded, cut, or changed in any other way.
- Damaged after delivery: the product was damaged while in your care, after it arrived in good condition.
- Damaged by poor packing: the product was damaged on its way back to us because it wasn't packed securely.
- Not our product: the item wasn't purchased from VentCover.com. These items are disposed of and can't be recovered.
- Never arrived: the package was lost in transit and never reached our warehouse, including returns sent with your own label or without tracking.
If what you send doesn't match your RMA, the return isn't declined, but your refund is delayed while we create a new RMA.
Starting a return
What is an RMA, and why do I need one?
An RMA (Return Merchandise Authorization) is the number we assign to your return. It tells our warehouse exactly what to expect, so we can match your package to your order and refund you quickly. Returns without an RMA can't be processed.
How do I request an RMA?
Email sales@texasbuildmart.com or call (956) 900-1103 with your order number, each item you're returning (name or SKU, size, color, quantity), and the reason.
How long does it take to get my RMA?
We send your RMA within [X] business days of your request.
Can I return only part of my order?
Yes. List only the items and quantities you're sending back. Return only those items in the package.
Can I add more items to my return after I get my RMA?
Yes, but contact us before you ship so we can update the RMA. Items sent without being added will cause a discrepancy and delay your refund.
How long do I have to ship after I receive my RMA?
Please ship within [X] days. After that, the RMA may expire and you'll need to request a new one.
Do I have to include the original packaging?
[Confirm with team.] Items should be packed securely so they arrive undamaged. Items returned damaged due to poor packaging may not qualify for a full refund.
Can I return a product I've painted, sanded, or screwed into place?
No. Products that have been modified or altered in any way, such as screwed through the faceplate, painted, sanded, or cut, are not eligible for return. If a modified product is sent back, no refund will be issued. Please check the size and finish before you make any changes to the product.
Discrepancies and delays
What counts as a discrepancy?
Any difference between your RMA and what we receive: a different size, color, or finish, a different quantity, or an item that wasn't listed.
What happens if my return doesn't match my RMA?
We'll contact you and create a new RMA based on what we actually received. Your refund is processed after the new RMA is reviewed, which adds time.
Will I still get refunded if I sent the wrong size or color by accident?
If the item was purchased from us, yes, through a new RMA. Refund timing is delayed while we update it.
What if I sent something that isn't from VentCover.com?
Items not purchased from us are disposed of for safety. Contact us right away if you think this happened. We can't guarantee recovery or offer compensation.
How can I avoid delays?
Check the size printed on the product or label, plus the color and quantity, before you request your RMA and again before you seal the box. Write your RMA number on the box.
Fees and costs
Who pays for return shipping?
You do, unless we made the error. If you'd like a prepaid label from us, we'll deduct its cost from your refund.
Can I use my own shipping label to return my product?
Yes, but you must still contact us first so we can create your RMA and note that you'll be using your own label. Returns sent without an RMA can't be processed.
When you use your own label, you are responsible for the shipment until it reaches our warehouse. VentCover.com is not liable for packages that are lost, damaged, or delayed in transit, or for any resulting delay in your refund. We cannot process a refund for a return that never arrives at our warehouse. Any claim for a lost or damaged package must be filed by you with your carrier, so we strongly recommend a trackable, insured service.
Which products have a restocking fee?
Plenum boxes have a 30% restocking fee on every return. Diffusers have a 30% restocking fee when returned more than 30 days after delivery.
Is my original shipping charge refunded?
[Confirm with team.]
Is there a fee if you sent me the wrong item or it arrived damaged?
No. We send you a prepaid label and cover the return shipping.
Refunds and replacements
When will I get my refund?
Within 2-3 business days after your return arrives and matches its RMA. Your bank may take another 3-5 business days to post it.
Where will my refund go?
To your original payment method.
Can I get a replacement instead of a refund?
Yes. Tell us when you request your RMA whether you want a refund or a replacement.
How will I know you received my return?
[Confirm: do we email a confirmation on arrival?] You can also track your package with the carrier's tracking number.
Damaged or wrong items
My order arrived damaged. What should I do?
If the box is visibly damaged, refuse the delivery. If you already accepted it, email photos and your order number to sales@texasbuildmart.com within [X] days. We'll send you a replacement and file the carrier claim for you.
I received the wrong item. What now?
Email us photos of what you received with your order number. We'll send an RMA and a prepaid label at our expense.
My return was lost or damaged on the way back. Am I covered?
If you used the required shipping method (insured or trackable, based on value), you can file a claim with the carrier. Photos taken before shipping help support your claim and your refund.
Timing
Can I return an item after 30 days?
Items must be returned within 30 days of delivery. Diffusers can be returned after 30 days, up to [X] days, with a 30% restocking fee.
Does the 30 days start from my order date or delivery date?
From the date your shipment was delivered.