Refund policy

Return and Refund Policy

At Masonry Direct, we are committed to providing quality products and a smooth purchasing experience. Please review our return policy below.

Eligibility

To qualify for a return:

items must be unused, uninstalled, and in original condition
items must be in original packaging
return request must be submitted within 30 days of purchase

Return Process

Email Sales@MasonryDirect.com to request return authorization
A Masonry Direct representative will review and approve the request
Once approved, ship the item to:

Masonry Direct
6145 Broadway
Denver, CO 80216

Email your tracking number after shipment

Note: Returns sent without prior approval may be refused.

Non-Returnable Items

The following items are not eligible for return or refund:

made-to-order / production items
products with stated lead times
custom or special-order materials
sale or clearance items

Once these orders are placed, they cannot be canceled, modified, or returned.

Restocking Fee

all approved returns are subject to a 25% restocking fee
original shipping costs are non-refundable
return shipping is the responsibility of the customer

Damaged or Defective Items (Parcel Shipments)

If your order shipped via UPS, FedEx, or similar parcel carriers arrives damaged or defective:

notify us within 48 hours of delivery
include photos of the product and packaging
we will coordinate a replacement or claim

Freight & LTL Shipments

Due to the nature of freight (LTL) shipments, it is the customer’s responsibility to inspect all deliveries at the time of receipt.

Inspection Required at Delivery

Before signing the delivery receipt (BOL), you must:

inspect all pallets, packaging, and materials for visible damage
verify piece counts and quantities
check for shortages or missing items

If Damage is Visible

If any damage is observed:

note the damage clearly on the delivery receipt (BOL)
(example: “Pallet damaged”, “Items crushed”, “Boxes torn”)
take photos immediately of:
- damaged product
- packaging
- pallet condition
notify Masonry Direct within 24 hours

Failure to note damage on the delivery receipt may result in the claim being denied.

If Damage is Concealed

If damage is discovered after delivery:

notify Masonry Direct within 24 hours of delivery
provide photos and documentation
retain all original packaging and materials

Concealed damage claims are subject to carrier approval and are not guaranteed.

Signing for Delivery

signing for delivery without noting damage = acceptance of goods in good condition
Masonry Direct is not responsible for damages not reported at time of delivery

Refused Shipments

do not refuse shipments without contacting Masonry Direct first
unauthorized refusals may result in:
- additional freight charges
- restocking fees
- return freight costs

Claims Process

Masonry Direct will assist in filing freight claims; however:

claims are ultimately determined by the carrier
replacement or credit will be issued only after claim approval, unless otherwise determined by Masonry Direct

Important Freight Notes

freight shipments are typically curbside delivery unless otherwise arranged
customer is responsible for having proper equipment (forklift, manpower, etc.)
missed deliveries or site issues may result in re-delivery fees

Refunds

returns are inspected upon receipt
you will be notified of approval or rejection
approved refunds are issued to the original payment method

Please allow several business days for processing.

Exchanges

We only replace items that are defective or damaged.
To request an exchange, contact Sales@MasonryDirect.com.

Important Notes

do not return items to the manufacturer
Masonry Direct is not responsible for lost return shipments
for returns over $75, we recommend using a trackable and insured shipping service

Contact

For all return inquiries:
📧 Sales@MasonryDirect.com