Refunds & Returns

How refunds and returns work across the portfolio

ship2user does not sell products directly. All transactions occur on the individual member store sites, and refund/return terms are set by each store based on the product category, brand-partner requirements, and freight logistics involved.

General principles across our stores

• Return windows. Most stores accept returns within 30 days of original purchase for a full refund of product value, provided items are new, unused, and in original undamaged packaging. Between 30 and 90 days, a restocking fee typically applies. After 90 days, returns are generally not accepted.
• Shipping costs. We do not refund shipping costs (either outbound or return) unless the error was ours — for example, if we sold or shipped the wrong item, in which case we cover all remedy costs.
• Damaged on delivery. If an item arrives damaged, we will pay for return shipping and arrange replacement at no additional cost — provided you inspect on delivery and report damage promptly.
• Freight-collect returns. Items returned freight-collect will be refused.
• Advance approval. All returns require advance communication and approval from the relevant store’s customer service team. The store will issue an RMA document to include with your return.
• Exchanges. Exchanges are generally handled as a return plus a new purchase, kept separate. Contact the relevant store to discuss.

Store-specific refund policies

For the exact refund and return terms that apply to your order, visit the policy page of the store you purchased from:

• High Velocity Outlets
• Natural Brick & Stone Depot
• Natural Stone Hardscaping
• Patio Heat Direct
• Air Curtains Direct
• WallSPC

Contact

Need help with a return? Contact us at dave@ship2user.com or +1 (289) 809-6762, or reach the specific store’s support directly.