Return Policy

30-day return window

Customers may request a return within 30 calendar days after delivery of the product. After 30 days, Universal Hardscapes is not required to accept a return unless the product qualifies for a warranty claim or another written exception applies.

Eligible material

To qualify for a standard return, products should generally meet all of the following conditions. Where applicable, retain the original packaging, pallet configuration or other original condition.

• Unused and uninstalled
• Undamaged and unaltered
• In resalable condition
• Accompanied by proof of purchase

Installed or used material

Once material has been installed, permanently placed, cut, modified, treated, sealed or otherwise used, it is no longer eligible for a standard 30-day return. This includes material that has been mortared, glued, grouted, mixed or incorporated into a project.

If you believe an installed product has a manufacturing defect, the issue must be reviewed under the separate Product Warranty rather than the standard Return Policy.

Read the Product Warranty ↗

Request authorization before returning material

Contact Universal Hardscapes before bringing or shipping material back. Delivering material to us does not automatically guarantee a refund.

1. Contact Universal Hardscapes using the contact details below.
2. Provide your order information and proof of purchase.
3. Identify the products and quantities you wish to return.
4. Allow Universal to review return eligibility.
5. Obtain and follow the return instructions provided by Universal.
6. Universal inspects the returned material.
7. An approved refund is processed after inspection.

Refunds and original delivery charges

Approved refunds will be issued using the original payment method where reasonably possible or another method approved by Universal Hardscapes.

Original delivery, freight or shipping charges may not be refundable unless the return results from an error by Universal Hardscapes, a verified product defect or another circumstance approved by Universal.

Protecting returned material

Customers are responsible for protecting and handling returned material appropriately until Universal Hardscapes receives and inspects it. Material damaged through improper customer handling, loading, transportation or storage may be ineligible for a full refund.

Damaged or incorrect deliveries

Inspect material as soon as reasonably possible after delivery. If products appear damaged in transit, incorrect or materially different from the order, follow these steps. Universal will review the issue and determine an appropriate resolution; a refund or replacement is not automatic before review.

• Stop using or installing the affected material.
• Preserve the material and packaging where practical.
• Take clear photographs.
• Contact Universal Hardscapes promptly.

Do not install visibly damaged material

Customers and installers should not install material that is visibly damaged, incorrect or suspected to be defective. Installation of visibly damaged or incorrect material may affect available remedies because installation can prevent Universal from determining whether damage occurred before or during installation.

Normal material variation

Natural stone, travertine, marble, concrete pavers and similar hardscape materials may show normal variations in color, tone, shade, texture, veining, aggregate appearance, surface character and minor dimensions. These normal characteristics alone are not necessarily defects. This provision does not exclude genuine manufacturing defects.

Your rights

Nothing in this policy is intended to limit rights or remedies that cannot legally be limited or waived under applicable law.