Refund policy
Return & Damaged Items Policy
Returns
We understand that sometimes a product may not be the right fit. Returns are accepted within 30 days of the purchase date.
To begin a return, please reach out to:
sales@herzogmaterials.com
Kindly include your order number, the item(s) you would like to return, and the reason for the return.
Once your request has been reviewed and approved, return instructions will be shared with you.
Items should be returned in their original condition. Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot take responsibility for return shipments that do not arrive.
Refunds
After the returned item has been received and inspected, a refund will be issued to the original payment method for the purchase price of the item(s).
Please note:
- Shipping costs are not refundable
- Refunds apply only to the product cost
- Processing times may vary depending on the payment provider
Damaged or Incorrect Items
We take care in packaging and checking all orders before they leave our facility. If your order arrives damaged or incorrect, please contact:
sales@herzogmaterials.com
Damage or incorrect items must be reported within 3 days of receiving the order. Claims submitted after this period may not be eligible for replacement or refund.
To help resolve the issue as quickly as possible and support any carrier claim, we may ask for the following photos:
- The outside of the shipping box from all sides
- The shipping label with tracking information visible
- Internal packaging as received
- Close-up images of the damaged area
- A wider photo showing the full item
- Any affected parts or components
In some cases, a few additional photos may be needed to complete the carrier claim process.
Once everything has been reviewed, we will offer either a replacement or a refund, depending on availability and the outcome of the claim.
We kindly ask that all packaging and items are kept until the issue is fully resolved, as carriers may request an inspection
Contact
If you have any questions or need assistance, we are here to help:
sales@herzogmaterials.com