Returns & Refunds
Overview
We want you to love your materials. This page covers two things: cancelling an order before it reaches you, and returning it after. If anything here is unclear, ask us before you order and we will walk you through it.
These terms form part of our Terms & Conditions, which you accept when you place an order.
How a Citadel order moves
When you place an order we raise a purchase order with the manufacturer. They confirm it, usually within 2 to 5 business days, and that confirmation is the moment your materials are committed to you and the cost becomes ours. Everything below turns on whether your order has been confirmed yet. If you are not sure where yours stands, email us and we will tell you.
Cancelling before the manufacturer confirms — 3%
Cancel at any point before confirmation and you are refunded your order total less a flat 3%. Nothing is committed at that stage. The 3% covers the card processing fee, which the payment networks keep whether an order goes ahead or is refunded.
Cancelling after the manufacturer confirms — 25%
Once your order is confirmed the material is bought, allocated to you, and often already moving through freight. A cancellation after that point is refunded less a 25% restocking fee. That figure is not a penalty; it is what the goods cost us once they are committed, and it is the same 25% that applies to a return.
The two fees never stack. A cancellation after confirmation is 25%, and that is the whole fee. The 3% is not added to it.
If part of your order has already shipped it is past confirmation by definition, so the 25% applies to the cancellation. There is no split calculation.
These cancellation rules apply to everything we sell, including cabinets, countertops, slabs and panels. Once those products have been delivered they are final sale, as set out below.
How to cancel
Email sales@citadelspaces.com with your order number, or send us a note through the contact form. Send it as early as you can — the timing of your message is what decides which of the two fees applies.
If we cancel your order
Sometimes we cannot fulfil an order: a product is discontinued, a manufacturer runs out of stock, or something else on our side makes delivery impossible. When we cancel an order for any reason of ours, you are refunded in full. No fee of any kind.
What this policy covers
These terms apply to orders placed through this website and sit alongside our Terms & Conditions; where both describe the same thing they say the same thing. Quoted and trade orders arranged directly with our team run on the terms agreed at the time — if you ordered that way, speak to the person who set it up.
30-Day Return Window
Unopened, uninstalled stock items in their original packaging are eligible for return within 30 days of delivery. This excludes cabinets, countertops, slabs, and panels, which are always final sale. Returns must be in minimum manufacturer quantities (usually 6+ cartons).
25% Restocking Fee
Approved returns are subject to a 25% restocking fee on the returned merchandise.
Final Sale: Cabinets, Countertops, Slabs & Panels
Cabinets, countertops, slabs, and panels are non-returnable. All sales of these products are final and cannot be returned or refunded.
Non-Returnable Items
Installed products (including installed flooring), cut-to-size, custom, clearance, and special-order products, plus opened adhesives, are final sale.
How to Start a Return
Contact our team with your order number for authorization and instructions. Please do not ship items back without an RMA.
Refunds & Freight
Approved refunds (less the 25% restocking fee) are issued to your original payment method within 5 to 10 business days of us receiving the goods. Outbound and return freight are the customer's responsibility unless the item arrived damaged or defective.
Damaged or Defective
Note any damage on the delivery receipt and contact us within 48 hours with photos. We'll replace or refund damaged or defective items at no cost to you.
Contact Us
Need to cancel an order, start a return, or ask a question? Email sales@citadelspaces.com or use the contact form.
