Effective Date: 6th October 2025
At Cutstruct, we are committed to ensuring that all building and construction materials purchased through our platform meet the highest standards of quality, accuracy, and reliability. This Refund, Return & Swap Policy clearly defines the circumstances under which customers may request a return, refund, or swap, and the process for handling such requests.
1. Scope
This policy applies to all transactions conducted through Cutstruct's platform, including direct sales, supplier-to-customer deliveries, and financier-backed deals.
2. General Principles
- All claims must be reported promptly within the stipulated timeframe.
- Materials must be unused, uninstalled, and in original packaging for eligibility.
- Cutstruct reserves the right to inspect and verify claims before approving refunds, returns, or swaps.
- The decision to refund, return, or swap lies with Cutstruct after due investigation.
3. Eligible Scenarios for Refund, Return, or Swap
| Scenario | Resolution Options |
|---|---|
| Wrong product or material delivered | Refund, Return, or Swap (customer may choose an alternative of equal value/quality) |
| Damaged product on arrival | Refund, Return, or Swap (replacement of the same or equivalent product) |
| Quantity discrepancy | Refund for shortage or Swap to cover balance |
| Verified supplier or quality defect | Refund, Return, or Swap after inspection/testing |
4. Non-Eligible Scenarios
Refunds, returns, or swaps will not be approved in the following cases:
- Change of mind without Cutstruct's prior approval for swap.
- Materials that have been used, installed, altered, or partially consumed.
- Minor cosmetic imperfections that do not impact performance or structural integrity.
- Damage caused by customer's storage, transportation, or handling after delivery.
- Claims raised outside the stipulated reporting window (see Section 5).
- Normal wear and tear/weathering after acceptance.
5. Claim Reporting Window
- Damaged or wrong delivery: within 24 hours of delivery.
- Quantity discrepancies or supplier quality issues: within 48 hours of delivery.
Claims outside these windows will not be considered.
6. Process for Refund, Return, or Swap
- Inspect all deliveries upon arrival.
- Report issues within the required timeframe to Cutstruct Customer Support.
- Provide:
- Order or invoice number
- Description of issue
- Clear photos/videos (if applicable)
- Cutstruct investigates and confirms resolution pathway: refund, return, or swap.
- For approved swaps:
- Customer may select a different product, brand, or size available on the platform.
- If the new product is higher in value, the customer pays the difference.
- If the new product is lower in value, Cutstruct refunds the balance.
- Swapped materials must be unused, in original condition, and returned with packaging and documents.
7. Responsibility for Costs
- If the issue is due to Cutstruct/supplier error (wrong item, damaged delivery, verified defect), Cutstruct bears the cost of return shipping and replacement.
- If swap is requested for customer preference (different brand, size, or type), customer bears return shipping costs and any price difference.
8. Refund Timelines
- Refunds are processed within 7–10 business days after claim approval and return confirmation.
- Refunds will be made via the original method of payment unless otherwise agreed in writing.
9. Final Authority
Cutstruct reserves the right to:
- Refuse any refund, return, or swap request that does not meet the criteria stated in this policy.
- Amend this policy at any time in response to regulatory, operational, or market changes.