Return Policy

Overview

At Citadel Spaces, we want you to be completely satisfied with your purchase. This Return Policy outlines the conditions under which returns, exchanges, and refunds may be processed for products purchased through citadelspaces.com.

Eligibility for Returns

Eligible products may be returned within 30 days of delivery, subject to the following conditions:

• Items must be unused, in their original condition, and in original packaging
• Items must include all accompanying materials, documentation, and accessories
• Custom-cut, custom-fabricated, made-to-order, and clearance items are non-returnable
• Natural stone slabs, fabricated countertops, and special-order materials are non-returnable
• Installed materials are non-returnable

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 5 business days of delivery with photos of the damage. We will arrange a replacement or refund at no additional cost to you.

How to Initiate a Return

1. Email returns@citadelspaces.com with your order number and reason for return
2. Our team will review your request within 1–2 business days
3. If approved, you will receive a Return Merchandise Authorization (RMA) number and return instructions
4. Ship the items back using the provided instructions; returns received without an RMA will not be processed

Restocking Fees

A 25% restocking fee applies to all returns of non-defective merchandise. This fee covers inspection, repackaging, and inventory restocking. Damaged or defective items are not subject to a restocking fee.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a Citadel Spaces error (incorrect item shipped) or product defect. We recommend using a trackable shipping service; we cannot guarantee receipt of items lost in transit.

Refunds

Once we receive and inspect your return, we will process the refund to the original payment method within 7–10 business days. You will receive an email confirmation when the refund has been issued. Shipping costs (both original and return) are non-refundable.

Exchanges

We process exchanges as a return plus a new order. Contact us at returns@citadelspaces.com to arrange an exchange. The new item will be charged at current pricing.

Custom Orders

Custom-cut natural stone, custom-fabricated countertops, made-to-measure materials, and special-order items are produced specifically for your project and are not eligible for return or refund except in cases of manufacturer defect or shipping damage.

Cancellations

Orders may be cancelled at no charge within 24 hours of placement, provided the order has not yet shipped. Orders that have shipped will be processed under standard return terms.

Contact Us

For all return-related questions, please contact us:

Email: returns@citadelspaces.com
Customer service hours: Monday–Friday, 9:00 AM – 6:00 PM ET