Refund Policy

Return Eligibility

For a change-of-mind return, products must be unused, in their original condition and packaging, and accompanied by proof of purchase.

Salt bricks and tiles must not have been installed, cut, bonded, or exposed to damage after delivery. Adhesive must be unused, and kits must include their supplied components. These ordinary-return conditions do not remove your rights concerning defective, damaged, incorrect, or misdescribed goods.

Requests outside the 15-day window may be reviewed individually, but acceptance is not guaranteed, except where applicable law requires otherwise.

How to Request a Return

Email sale@buildsaltwall.com with:

• Your order number and the name used when ordering.
• The products and quantities you want to return.
• Your reason for returning them.
• Photos where relevant to a damage, defect, or incorrect-item claim.

We will review your request and explain eligibility, packaging, shipping arrangements, and any applicable return-shipping cost. Wait for those instructions before dispatching the goods. Please do not send returns to a carrier or fulfillment address printed on your original shipping label unless we confirm it.

Damaged, Defective, Incorrect, or Missing Items

Inspect your delivery when it arrives and contact us promptly if anything is damaged, defective, incorrect, or missing. Where possible, provide photos of the affected products, packaging, and shipping label. Keep the packaging while we review the issue.

For visible freight damage, ask the driver to record it on the delivery receipt where possible. An unmarked receipt does not automatically prevent us from reviewing a claim.

Once we confirm the issue, we will arrange an appropriate replacement, missing-item shipment, or refund, subject to applicable rights. We cover approved return or replacement shipping needed to resolve confirmed damaged, defective, or incorrect deliveries. Please contact us before purchasing postage or sending goods back.

Natural Salt Appearance

Himalayan salt is a natural material. Color, mineral patterns, and translucency can vary between pieces and may differ from product photographs.

Expected natural variation alone is not a defect. Broken products, incorrect dimensions, and items that do not match their description should still be reported for review.

Return Shipping and Fees

For an eligible change-of-mind return, you pay the return-shipping cost, including freight where required.

If you purchase shipping directly from a carrier, we will not deduct that shipping cost again. If we arrange a return label or freight service for you, we will disclose the cost for your agreement before arranging it and deduct the agreed amount once from your refund.

We do not charge a restocking fee under this policy. Original outbound shipping charges are not refunded for change-of-mind returns, except where required by law. If your original order included free shipping, we do not retrospectively deduct an outbound-shipping charge.

Packing and Freight Returns

Pack salt products securely to protect them during return transit. Use the original packaging and suitable cushioning. We recommend tracking for all returns and shipping insurance for high-value shipments, particularly orders over $75.

Bulk and pallet returns must be coordinated with our team before dispatch. We will confirm the receiving location and any freight arrangements. Do not book a pallet delivery to the return address without first confirming that it can be received.

Refunds and Partial Refunds

After your return arrives, we will inspect it and email you the approval decision. Once we approve your refund, you should receive the amount within 3–5 days. This period starts on the refund approval date and does not include return transit or inspection.

Refunds are issued to the original payment method, except for eligible gift returns described below.

If an accepted return is incomplete or has damage not caused by our error or an original delivery defect, a partial refund may apply. We will explain the reason and amount of any adjustment. Late returns accepted as an exception may also qualify for a partial refund. These provisions do not limit mandatory customer rights.

If you have not received your refund within 5 days of approval, contact us at sale@buildsaltwall.com with your order number so we can help.

Exchanges

We offer replacements for confirmed damaged or defective items. Incorrect deliveries are handled through the issue-resolution process above.

For a different size, quantity, or product, contact us to discuss returning the original purchase and placing a new order. Ordinary return eligibility and shipping terms apply.

Canadian Returns

Canadian customers should contact us before shipping a return for eligibility, the confirmed return address, and shipping instructions.

For change-of-mind returns, customers pay international return shipping. Confirmed damaged, defective, or incorrect deliveries follow the shipping-cost arrangements in Section 3. Any recovery of import duties or taxes paid to a carrier or customs authority must be discussed with that organization.

Gifts

For an eligible return of an order marked as a gift at purchase, the recipient receives gift credit after we receive and approve the return. If the order was not marked as a gift, an approved refund goes to the original purchaser’s payment method.