Returns & refunds
We want you to feel confident ordering mouldings online. Please read the policy below before purchasing—especially for long-length and special-order items.
1) Return window (14 days)
Return requests must be submitted within 14 calendar days of delivery.
2) Return eligibility (condition requirements)
To be eligible for a return, items must be:
- Unused and uninstalled
- Uncut, unpainted, and unaltered
- Dry and clean (no moisture exposure, dirt, or debris)
- In original packaging and in resalable condition
Returns that arrive damaged due to improper re-packaging may be refused or may receive a reduced refund.
3) Non-returnable items (final sale)
The following items are final sale and not eligible for return or refund (except where required by law or where the item arrives damaged/defective or is not what was ordered):
- Custom profiles or customized designs
- Cut-to-length or otherwise modified products
- Made-to-order / special-order items
- Clearance / final-sale items (if marked)
If you’re unsure whether your order is considered special-order, contact us before purchasing:
4) How to start a return (Return Authorization required)
Before shipping anything back, you must request a return authorization.
- Contact us with your order number, the item(s) you want to return, and the reason:
https://moldingstudioco.com/pages/contact - If approved, we’ll provide return instructions and a return address.
Returns sent without authorization or sent C.O.D. may be refused.
5) Return shipping (buyer responsibility)
Return shipping is the responsibility of the buyer.
- We recommend using a trackable and insured shipping method.
- For freight returns, the buyer is responsible for arranging and paying return freight unless we agree otherwise in writing.
Original shipping and delivery charges are non-refundable.
6) Return fees (restocking / inspection)
Approved returns are subject to return fees to cover inspection, handling, and re-stocking.
- Restocking fee: 25% of the item price for eligible, non-defective returns.
- If returned goods require reconditioning or are not in resalable condition, additional deductions may apply or the return may be refused.
If your order included “free shipping” or discounted shipping, the actual outbound shipping cost may be deducted from the refund total (since the carrier cost was still incurred).
7) Refunds (timing + method)
Once an approved return is received and inspected, refunds are issued to the original payment method.
- Refunds are typically processed within 7–10 business days after inspection.
- Refund amount generally equals: item price – restocking fee – any applicable deductions.
- Original shipping charges are non-refundable.
8) Exchanges
If you need a different profile/size, the fastest approach is usually to place a new order and request a return for the original item (if eligible).
If you prefer an exchange, contact us and we’ll confirm what’s possible based on inventory and shipping method:
9) Damaged, missing, or wrong items (report within 24 hours)
Please inspect your delivery immediately. If your order arrives damaged, missing items, or contains the wrong product, contact us within 24 hours of delivery with:
- Order number
- Photos of the product(s) and all packaging
- For freight deliveries: photos of the delivery receipt with any damage notes
Contact: https://moldingstudioco.com/pages/contact
If the issue is confirmed to be shipping damage, defect, or our error, we will work with you on the appropriate remedy (replacement, parts, or refund) and restocking fees do not apply to verified damaged/incorrect items.
10) Important note on freight deliveries
For freight shipments, carriers often require that visible damage or shortages be noted at delivery. Please inspect before signing, and keep packaging. This helps ensure claims can be processed successfully.
11) Statutory rights
This policy is intended to be clear and fair, and it applies to the extent permitted by law. Nothing in this policy limits any non-waivable statutory rights that may apply in your jurisdiction.