Refund & Cancellation Policy

We want every project to finish right. This policy explains how cancellations, changes, and refunds work. We’ve split it by what you’re buying so you know exactly where you stand.

1. Quotes & estimates

• Free and non-binding until you accept and pay.
• You can decline a quote at any time before payment — no fee, no obligation.
• The auto-quote PDFs we send from our intake forms are preliminary estimates and are not final offers until reviewed and re-issued by us.

2. Pro measurement service

• If you booked our paid Pro Measurement service (starting at $100), the fee is fully credited toward your project if you hire us for the work within 90 days.
• If you don’t proceed with the project, the measurement fee is non-refundable — we already performed the service.
• If you cancel before we come out to measure (and at least 24 hours before the scheduled visit), you get a full refund.

3. Cabinets, doors, windows, flooring (100% on order)

Cancellation windows:

• Within 24 hours of payment: if the manufacturer has not yet accepted the order, we can usually cancel for a full refund minus a 5% processing fee.
• 24–72 hours after payment: if the manufacturer has accepted the order but not started production, you may be able to cancel for a 25–50% restocking fee (varies by supplier). We’ll be upfront about what’s recoverable.
• After production starts: non-refundable. The materials are yours — we can deliver them so you can install elsewhere or resell.

Install labor included in the quote can be removed and refunded if we haven’t begun work yet, minus any prep/measure costs incurred.

4. Countertops (70% deposit / 30% on completion)

• Before template: deposit refundable minus a $250 mobilization/admin fee.
• After template + stone slab selection: deposit becomes non-refundable (we’ve committed to the slab on your behalf).
• After fabrication starts: non-refundable. We can deliver the fabricated countertop to you so it isn’t a total loss.
• 30% balance is due at install completion. If install is incomplete, you only owe the prorated portion.

5. Appliances

• Stock appliances unopened in original packaging: returnable within 14 days for a full refund minus a 15% restocking fee (covers freight + admin).
• Special-order appliances (custom panel-ready, built-in, etc.): non-refundable once ordered.
• Installed appliances: non-refundable. Warranty issues handled per manufacturer’s terms.

6. Service calls (plumbing, electrical, HVAC, handyman, etc.)

• Cancel for free up to 24 hours before the scheduled arrival window.
• Cancel within 24 hours: $75 cancellation fee (covers our scheduler’s time + lost slot).
• No-show or denied access at arrival: full trip charge ($75–$95 depending on service area).
• If we arrive and can’t complete the work due to unsafe conditions, missing parts, or scope beyond what was booked: trip charge applies; we’ll quote the additional work separately.
• Diagnostic visits ($75 service-call fee) cover the trip + diagnosis. The fee is credited toward the repair if you authorize work that day.
• Completed service calls: due on completion. Workmanship guaranteed for 30 days against the specific defect repaired.

7. Construction projects (deposit + progress draws)

• Cancellation before work starts: deposit refundable minus actual costs already incurred (design time, permits pulled, materials ordered, sub-deposits sent). We’ll itemize.
• Cancellation after work starts: paid for actual work completed + materials ordered + a reasonable allocation for project mobilization. Documented in a final settlement.
• If we materially fail to perform (you have a legitimate complaint about workmanship, schedule, or scope): contact us in writing first — we’ll attempt to cure within 30 days at no additional cost. See dispute resolution in our Terms & Conditions.

8. Showroom retail (in-store purchases)

• Unopened, undamaged stock items: returnable within 14 days with original receipt for full refund minus 10% restocking.
• Opened items: case-by-case — bring it in, we’ll look at it.
• Special-order items (anything we ordered specifically for you): non-refundable.
• Delivered items showing damage at delivery: photograph immediately and contact us within 48 hours for a full replacement or refund.

9. How refunds are paid

• Refunds are issued back to the original payment method when possible.
• Credit card refunds via Melio: 3–10 business days to appear on your statement.
• Zelle / CashApp / Venmo refunds: usually same-day once we initiate.
• Check refunds: mailed within 5 business days.
• Cash refunds: in person at our showroom during business hours.

10. Disputes

If you believe a charge is wrong or want to discuss a refund, contact us first — we’ll usually resolve it in one phone call. Call 330-858-8867 or email sean@betterbuiltohio.com.

Please don’t initiate credit-card chargebacks before contacting us; chargebacks initiated without prior contact may affect your ability to do business with us in the future and don’t speed up legitimate refunds. See our Terms & Conditions for full dispute resolution process.

11. We try to be fair

Construction and materials are different from buying a t-shirt online. Every job is custom, every supplier has different return windows, and we have to lock in materials early to hit your timeline. We’ve written this policy to be honest about what’s recoverable and what isn’t — but if you’re stuck, call us. We’ve solved a lot of weird situations with a phone call and we’d rather work it out than have an unhappy customer.

See also: Terms & Conditions · Privacy Policy