Returns / Damage / Cancellation

Effective Date: August 8, 2026. This policy applies to orders placed on or after this date. By placing an order, customers acknowledge and agree to the terms of this policy. Orders placed before the effective date are governed by the return policy in effect at the time of purchase.

We want customers to feel confident ordering Duramax products online. The policy below explains how damaged or missing parts, returns, cancellations, refunds, and related matters are handled. If customers have questions or concerns about an order, they are encouraged to contact support so the issue can be addressed before a chargeback is initiated.

Inspection Upon Receipt

Most Duramax products ship by freight carrier, while some accessories and smaller items may ship separately via UPS, FedEx, USPS, or another parcel carrier. When an order arrives, all packages must be inspected as soon as possible and within 48 hours of delivery for visible damage or missing items. If the customer is present at delivery and visible damage is observed, the damage should be clearly noted on the delivery receipt before signing. Failure to note visible damage on the delivery receipt may affect claim eligibility. If the customer is not present at delivery, the shipment must be inspected promptly once discovered. All damage or missing items must be reported within 48 hours of delivery to support@duramaxbp.com.

Incorrect Item Delivery

If you believe the wrong item was delivered, please contact us immediately at support@duramaxshedsonline.com. Do not unpack the item or begin assembly. The item must remain unused, unassembled, complete, in its original packaging, protected from environmental conditions, including but not limited to rain, moisture, snow, and standing water, that may affect the product's condition or resalability, and in new, resalable condition so the issue can be verified and an appropriate resolution can be determined. If the item no longer meets these requirements, available remedies, including refunds, replacements, or shipment of the ordered product, may be limited, denied, or reduced.

Damage & Missing Parts

Damage and missing part claims are evaluated, and free replacement parts may be provided based on this evaluation. Returns are not offered for damaged or missing parts. Damage or missing parts must be reported within 48 hours of delivery to support@duramaxbp.com. Reports must include the customer's name, order number, and clear photos of any damage to allow for proper evaluation. Reports made after 48 hours from delivery may not be covered at no cost. Replacement parts do not include labor, installation services, or upgrades beyond the originally ordered components.

Returns

Returns require prior approval and are not guaranteed. To initiate a return, customers must email support@duramaxshedsonline.com with their name, order number, and include a clear photo of the item(s) requested to be returned to allow for proper evaluation. Return requests must be made within 30 days of the date of purchase.

Items eligible for return must be unused, unassembled, complete, and in new, resalable condition. Returns must include all original hardware, instructions, manuals, documentation, and packaging materials. Returns received incomplete, including missing parts, hardware, instructions, or packaging, may be denied or refunded at a reduced amount based on warehouse inspection. Packaging may be opened for inspection; however, any assembly or attempted assembly voids return eligibility. Once assembly begins, available remedies are limited to replacement parts only. Exposure to rain, moisture, snow, standing water, or other environmental conditions that affect the product's condition or resalability voids return eligibility, regardless of intent or duration of exposure. Returned items that are received built, damaged, incomplete, or otherwise not meeting return eligibility requirements will not receive a refund or credit.

A return is approved only after a refund quote for return eligible items is accepted in writing by the customer and the return eligible item is received and accepted by the warehouse following inspection. Pickup, transit, or tracking updates do not guarantee approval or a refund. Return approval is determined based on the condition of the item at warehouse inspection, not intent or fault.

Refund quotes are valid for five (5) business days from the date issued. If the customer does not accept the quote in writing within that period, the return request expires. A request may be resubmitted only if the 30-day return request window has not elapsed, and resubmission does not extend that window. Acceptance of a refund quote requires the customer to provide at least three (3) dates within the next fourteen (14) calendar days, excluding weekends and holidays, on which they will be available at the original delivery address to meet the freight carrier for pickup. Pickup will be scheduled on one of these dates based on carrier availability. A quote is not considered accepted until these dates are provided.

Prior to pickup, we will email the customer the return paperwork required by the freight carrier. The customer is responsible for printing this paperwork and providing it to the driver at the time of pickup. Pickups attempted without the required paperwork may be refused by the carrier, and any resulting charges are the customer's responsibility.

Return shipping methods depend on the product's size and shipping requirements. Freight returns are picked up from the original delivery address and require coordination with the customer to schedule pickup. Missed or failed pickup attempts may result in additional charges. Some smaller items or accessories may require customer drop-off at a designated carrier. Not all items qualify for pickup. The return method is determined during the return approval process.

Refunds for Approved Returns

Refunds for approved returns are governed by this policy. Approved returns are subject to a 20% restocking fee and round-trip shipping costs, which are deducted from any applicable refund. Refunds are issued only for approved returns and are processed to the original payment method after warehouse acceptance. Processing timelines are measured in business days, and posting time depends on the card issuer. Refunds are not automatic and may be reduced by applicable fees and shipping costs.

Order Cancellation

Orders may be canceled before the shipment leaves the warehouse. To request cancellation, customers must contact support@duramaxshedsonline.com. A 5% cancellation fee applies if the credit card charge has already been processed. This fee covers non-refundable payment processing costs incurred at the time of the original charge.

Order cancellations after shipment, including cancellations while an order is still in transit, refused deliveries, failures to setup delivery appointments, missed delivery appointments, being non-responsive to the delivery company, and being non-responsive to Duramax Sheds Online regarding delivery arrangements or additional charges, are treated as returns under this policy and subject to the same fees as returns that are approved, plus any additional freight, storage, or other accessorial charges incurred.

Requests to change the delivery address, delivery location, or delivery instructions after an order is placed — including requests made directly to the delivery carrier — may result in additional charges, including reconsignment, rerouting, redelivery, and storage charges. These charges are the customer's responsibility.

Before an order ships, we will accommodate address changes at no charge where possible. After an order ships, a change is approved only after the customer confirms the request and pays the resulting charges. A shipment subject to a pending change request may be held by the carrier, and any storage or other charges that accrue while the request is pending are the customer's responsibility, including charges that accrue while we await the customer's response.

If the customer does not respond and pay within three (3) business days of our first contact, the change request is closed and the original delivery arrangements remain in effect. All accrued charges remain the customer's responsibility. A closed request may be resubmitted, subject to any additional charges applicable at that time.

Unauthorized Returns

Returns sent without prior approval are not accepted or refunded. Unauthorized return attempts may result in additional freight charges, and any shipping or freight costs caused by unauthorized returns are the customer's responsibility and will not be reimbursed or refunded. The return of unauthorized returned items is not guaranteed nor should be expected.

Damage or missing parts must be reported within 48 hours of delivery to support@duramaxbp.com.