Return PolicyUpdated 4 months ago

The Official BuildASoil Return Policy:

Here at BuildASoil.com, we want you to be 100% stoked with your purchase. That’s why we are committed to providing you with the best free education and highest quality products. That being said, we do understand that sometimes things happen, and you may want to return an item. Please take a minute to read through our Return Policy, and contact us toll-free at (855) 877-7645 Ext. 0 if you have any questions or need for clarification – we’ll be happy to answer them!

You may return your unused, like-new, non-perishable item in its intact original packaging within 30 days of the purchase date (or delivery date) with your order # or receipt for a refund of the purchase price of that item. (Excluding Shipping Costs and Restocking Fee)  NOTICE: While we do provide free shipping on some items. Your refund will not include the shipping costs we incurred unless there is a defect or problem with the product. Depending on the value of the product we may tell you to keep the product or to return the product to us so that we can resell the item. In the event we need to ship the item back we will create a label for you and provide your adjusted refund once the return is received into our warehouse and the condition is verified. 

Restocking Fee Normal Items:

If you want to return a product according to our policy and it's not defective or damaged we will apply a restocking fee equal to $5.00 or 10% of the Purchase Price whichever is greater. 

Restocking Fee Custom Items:

If you order a custom recipe and cannot take the order there will be a 20% cancelation and restocking fee at minimum. In some cases there will be no refund and no cancellation as custom orders can trigger large custom non-refundable purchases to create the bill of materials for custom recipes. Please make sure you need what you order when ordering custom. 

If you do not have your receipt, no problem, we will search your customer record for the related invoice. Unfortunately, we are not able to accept returns of items that have been used, as we are not able to resell them as new, or send them back to vendors, simply because the item did not meet your expectations. If you’re returning an item that you bought via online store, please contact our customer service department to make sure your item is able to be returned. You can contact our customer service department by creating a ticket, calling us at (855) 877-7645, or by emailing [email protected]

Due to the variety of different items that we sell, there are some restrictions we must place on specific types of items that you may want to return. Please read the following to determine if the item you’d like to return falls under any of the following categories:

Non-Returnable Items:
1 Yard Totes of product (They aren’t sealed and we cannot resell after they leave our facility), Special orders, items shipped directly from the manufacturer (unless the return is pre-approved by the vendor), custom mixes, nursery plants, bargain items, broken bag items, worms, and beneficial insects are not returnable under any circumstances due to our inability to resell them, or to receive credit from the manufacturer. Products that have an expiration date that is less than 30 days from expiring. 

Missing or Damaged Items:
If something arrives damaged, defective, or dead, please create a service ticket ASAP. If something is missing from your shipment, be sure to check the package thoroughly as small products can often be hidden in packing material. Also, remember that many shipments come in multiple boxes and that boxes can get separated in transit. 

Freight Damages:

• You MUST notate the damage on the BOL (Bill of Lading) with the freight carrier at the time of arrival. This will help us file a claim with the freight carrier for the damages. 
• Take photos of the damage and start a new support ticket
• If your order a full pallet of cubic foot bags of soil, craft blend, compost, etc. and there are torn bags upon arrival we will be happy to refund you the amount damaged. Due to the weight of freight items we usually cannot reship the damaged items unless there are a high number of broken bags which is unusual and should be noted upon arrival from freight carrier so we can start a claim. 

Defective Items:
Items that are not covered under any warranty but that you deem “defective”, i.e., stopped working and/or broke after a short while, will be dealt with on a case-by-case basis in collaboration with the corresponding supplier. Please note that defective units may be repaired or replaced at the manufacturer’s discretion, and that this process generally takes a week or longer. All defective items being returned must be complete and clean. Sprayers must be rinsed, drained, dry and free of chemical smell.

Fungus Gnats, Predator Mites and Soil Life:  

We DO NOT sterilize any of our compost or Potting soils during the manufacturing process and as a result it will contain a plethora of life. This could be beneficial mites, fungus and microbes as well as, from time to time, unwanted fungus gnats. While we do our best to keep anything unwanted to a minimum we cannot guarantee it. We always recommend purchasing beneficial insects to combat this possibility and/or learning best practices to avoid population explosion.

BuildASoil goes to great length to prepare our soils using Mustard Seed Meal and Thermal Composting that usually eliminates most fungus gnat larvae but we REFUSE to use toxic chemicals to treat them.

If you received a product from BuildASoil that has an extremely large population of predator mites or gnats please send an email to [email protected] so we can address this on a case-by-case basis. 

Items Covered Under Manufacturer’s Warranty:
For products covered under Manufacturer’s Warranty, replacement (or credit) will be issued once the manufacturer has reviewed the claim and agreed that it is covered under their warranty. Please note that this process generally takes a few days, and some vendors may require that you ship the item back directly to them (for their examination), so please always call us first before returning the item.

Product Limitation of Liability
BuildASoil’s liability, with regards to the purchase and/or use of any products sold, is strictly limited to the replacement (or refund of the purchase price) of the product. BuildASoil LLC disclaims all implied warranties of merchantability and fitness for a particular purpose. In no event shall BuildASoil LLC be liable for any direct or indirect damages or consequential losses arising out of the use or inability to use the products, notwithstanding the failure of the essential purpose of any remedy. BuildASoil deals in natural products that are subject to variation in appearance and heavy metals. If you are using BuildASoil products in a commercial setting it's up to you to understand the nuances of the compliance you will held to. BuildASoil’s liability, with regards to damages to personal property caused by delivery company will have to be directly handled with the company that caused the damages.