Refund Policy

The Sandpaper People Return, Refund, and Exchange Policy

At The Sandpaper People, customer satisfaction is our priority. We understand that sometimes products may not meet expectations or may need to be exchanged, refunded, or returned. This comprehensive policy explains our procedures for handling returns, refunds, and exchanges to ensure transparency and fairness in all transactions. By making a purchase from The Sandpaper People, you agree to the terms outlined in this policy.

  1. General Return Policy

1.1. General Overview

The Sandpaper People offers a 30-day return window for most products, beginning from the date you receive your order. We are committed to making the process of returning items as seamless as possible while ensuring that both our customers and our company are protected from misuse.

Conditions for return eligibility include:

  • The product must be unused and in resalable condition.
  • It must be returned with all original packaging, accessories, and documentation (e.g., manuals, warranties).
  • The product must not have been altered in any way.
  • Proof of purchase (receipt or invoice) is required.

Certain products are not eligible for return, including:

  • Custom or special orders that were tailor-made or built to customer specifications.
  • Clearance items sold as final sale.
  • Gift cards and digital items.

1.2. Return Merchandise Authorization (RMA) Process

To initiate a return, you must obtain a Return Merchandise Authorization (RMA) number from our Customer Service team. Without an RMA number, returns will not be accepted, and The Sandpaper People reserves the right to refuse any returns shipped without proper authorization.

How to obtain an RMA:

  • Contact our Customer Service team via email CSR@TheSandpaperPeople.com
  • Provide the order number, details of the product being returned, and the reason for the return.
  • Our team will evaluate the request and issue an RMA number if the return is deemed eligible.

Please ensure the RMA number is clearly marked on the return shipment, as this will expedite processing. Failure to do so may delay or invalidate the return.

1.3. Return Shipping Responsibilities

Customers are responsible for the cost of return shipping unless:

  • The return is due to an error by The Sandpaper People (e.g., incorrect or defective product).
  • The product is faulty or damaged upon arrival.

Additional return shipping details:

  • Customers are advised to use a trackable shipping method. The Sandpaper People is not liable for products lost, stolen, or damaged during return shipping.
  • For high-value products, we recommend purchasing shipping insurance.
  • Customers must bear the responsibility for properly packaging the product for return to avoid any potential damage during transit.

1.4. Inspection and Approval of Returns

Upon receipt of the returned product, our team will inspect the item to ensure it meets all return eligibility requirements. This inspection will typically be completed within 5 business days of receiving the item.

Possible inspection outcomes:

  • Approved: If the item meets all criteria, the return will be approved, and the next steps (refund or exchange) will proceed.
  • Rejected: If the product fails to meet the eligibility requirements (e.g., damaged, used, missing accessories), the return may be rejected. In this case, the customer will be notified, and the product will be returned to the customer at their expense or discarded if preferred.

1.5. Restocking Fees

A restocking fee of up to 20% may be applied to certain returns, particularly:

  • High-value items (e.g., machinery or bulk products).
  • Items returned outside the standard packaging or showing signs of wear.
  • Returns that require special handling.

Restocking fees help us offset costs associated with repackaging, inspecting, and restocking returned goods. The applicable fee will be clearly communicated to the customer during the RMA process.

  1. Refund Policy

2.1. Conditions for Refunds

Refunds will be processed once the returned product has been received, inspected, and approved by The Sandpaper People. Refunds will be issued via the original method of payment (e.g., credit card, PayPal) and may take up to 10 business days to reflect on your account.

Refunds will not be issued in the following circumstances:

  • Products that do not meet the return eligibility criteria.
  • Products that are damaged due to customer misuse or improper packaging during return shipping.
  • Non-refundable items such as custom orders or gift cards.

2.2. Partial Refunds

In some cases, partial refunds may be issued if:

  • The product is not in its original condition or has been used.
  • The product is returned with missing parts or accessories.
  • There is evidence of damage not caused by shipping or The Sandpaper People’s error.

Example of partial refund calculation: If the item is returned with missing packaging but otherwise in resalable condition, a 10% deduction may be applied to the refund amount to account for restocking and repackaging.

2.3. Non-Refundable Items

The following items are non-refundable and cannot be returned:

  • Custom orders (e.g., made-to-order items or products with personalized features).
  • Clearance or final sale items.
  • Gift cards, promotional credits, or store vouchers.

2.4. Processing Time for Refunds

After receiving and approving the returned product, refunds will typically be processed within 10 business days. An email notification will be sent to the customer confirming the refund. Please note that the time it takes for the refund to be credited to your account may vary depending on your financial institution.

  1. Exchange Policy

3.1. Eligibility for Exchanges

Products eligible for return may also be exchanged for a replacement, subject to availability. Items must meet the same criteria as returns, including being unused, in resalable condition, and returned with all original packaging and accessories.

Items that cannot be exchanged:

  • Custom or special-order products.
  • Clearance or final sale items.
  • Items purchased with a gift card.

3.2. Exchange Process

To initiate an exchange, the customer must follow the same process outlined for returns (including obtaining an RMA number). Once the original product is received and approved, the exchange will be processed within 5-7 business days.

If the replacement item is of higher value than the original, the customer will be charged the difference. If it is of lesser value, the customer will receive a refund for the difference.

3.3. Exchange Shipping Costs

Customers are responsible for return shipping costs for exchanges unless:

  • The exchange is due to a mistake on the part of The Sandpaper People.
  • The product arrived damaged or defective.

The Sandpaper People will cover the cost of shipping the replacement product to the customer.

3.4. Inspection and Approval of Exchanges

As with returns, exchanged products must undergo an inspection process. Items found to be damaged, used, or ineligible for exchange will be rejected, and the customer will be contacted to discuss next steps.

  1. Warranty and Support

4.1. Manufacturer Warranties

Many products sold by The Sandpaper People are covered by manufacturer warranties. These warranties vary by product and manufacturer, and we encourage customers to read the specific warranty information included with their product.

Warranty terms typically cover:

  • Defects in materials or workmanship.
  • Manufacturer-approved repairs or replacements.

Warranty exclusions often include:

  • Normal wear and tear.
  • Damage caused by misuse, accidents, or unauthorized modifications.

4.2. The Sandpaper People Warranty

The Sandpaper People does not provide any additional warranties beyond those offered by the manufacturer. Any claims related to product defects or issues must be addressed directly with the manufacturer. We are happy to facilitate this process if needed.

4.3. Warranty Claims Process

To initiate a warranty claim, please contact the manufacturer directly. You will be required to provide proof of purchase and a detailed description of the defect or issue. If applicable, The Sandpaper People can assist with facilitating communication between you and the manufacturer.

  1. Legal Considerations and Customer Responsibilities

5.1. Compliance with Shipping and Return Requirements

Customers are responsible for ensuring that all returns are packaged according to the guidelines provided by The Sandpaper People. This includes:

  • Using original packaging or equivalent materials.
  • Marking the RMA number clearly on the outside of the package.
  • Securing the product to prevent damage during transit.

Failure to comply with these guidelines may result in the return being refused or additional fees being applied.

5.2. Limitation of Liability

The Sandpaper People is not responsible for:

  • Damage or loss incurred during return shipping.
  • Delays in refund processing caused by issues with the customer’s financial institution.
  • Issues arising from unauthorized modifications or repairs to products after purchase.
  1. Customer Support

6.1. Contacting Customer Service

For questions, concerns, or to initiate a return or exchange, please contact our Customer Service team:

  • Email: CSR@TheSandpaperPeople.com
  • Mailing Address: The Sandpaper People, 667 Welham Rd #5P, Barrie, ON L4N 0B7

6.2. Response Time

Our team will respond to all inquiries within 2 business days. During peak times, such as holidays or large sales events, response times may be extended, but we will strive to address all customer requests as quickly as possible.

Legal Notice

This Return, Refund, and Exchange Policy is subject to change without notice. Any changes will be posted on our website and will apply to all purchases made after the effective date of the change. It is the customer’s responsibility to review this policy periodically.

By purchasing products from The Sandpaper People, you agree to this policy and its terms. This policy does not affect your statutory rights as a consumer.