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 on the material price. 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. Sales tax on the material is refunded in full. Freight is refunded if your order has not yet left the warehouse; once it has shipped, the freight is not refundable and the order is handled as 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 contact@citadelspaces.com with your order number, or send us a note through the contact form. Send it as early as you can, because 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.
Warehouse pickup
Eligible orders can be collected from a Citadel pickup partner instead of being delivered. Pickup costs a flat $89 per order, charged at checkout in place of freight, and sales tax is charged for the state of the pickup location. Everything above about cancelling still applies to a pickup order; the rules below are the pickup-specific ones.
The pickup fee. The $89 is kept on any cancellation, no-show or return that you initiate. It is refunded in full only when we cannot complete the pickup.
Backordered material. If we tell you that an item on your pickup order is backordered, you may cancel the order for a full refund, including the $89, at any stage.
Switching between pickup and delivery. You may switch from pickup to delivery, or from delivery to pickup, at any time before the manufacturer confirms your order. The order is re-priced for the new method (freight or the pickup fee, and tax at the new destination) and the difference is charged or refunded. After confirmation the method is locked, unless we are the ones who cannot complete the pickup.
If we cannot complete the pickup. Should the transfer to your pickup partner prove impossible, we email you three choices: another pickup location, delivery at the freight rate quoted to you, or a full refund. The $89 is refunded in every one of those cases.
The hold window. Your order is held for seven days from the pickup date in the email that confirms it is ready. We send a reminder on day four. If the order is not collected by the end of day seven it lapses: we may convert it to delivery at your cost (freight charged, the $89 kept) or cancel it under the 25% rule above.
Collecting the order. The person named at checkout collects it with a photo ID and the reference number from your email; tell us before the pickup date if someone else will collect. Inspect the material before it is loaded; a signed release means it was accepted as seen. Slabs are released only to a vehicle suited to carry them (an A-frame or slab rack); a load refused for an unsuitable vehicle is not a fee-free cancellation.
Returning collected material. The 30-day return rules below apply to eligible stock items collected at a pickup partner. Approved returns go back to the pickup location by arrangement with us, carry the 25% restocking fee, and the $89 is not refunded.
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 material price of the returned items. The fee is never charged on sales tax, freight or the pickup fee.
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 are issued to your original payment method within 5 to 10 business days of us receiving the goods. The refund is the material price less the 25% restocking fee, plus the sales tax collected on the returned items in full.
Freight is not refunded. The freight you paid at checkout covered a delivery that was made, and the material has to travel back: return freight to the warehouse is arranged with us and paid by you, either direct to the carrier or deducted from the refund. On a pickup order the $89 pickup fee is not refunded, as set out above. The only exception is material that arrived damaged or defective, which we replace or refund at no cost to you.
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 contact@citadelspaces.com or use the contact form.