Material Return Process

There are times material needs to be stored at our facilities prior to delivery or returned to us after delivery. We want to make every effort to help you do so in a way that is convenient and reasonable. Additionally, we understand that changing needs sometimes require order cancellations. To better serve our customers while managing space and cost, we have updated our material storage, returns and credits, and order cancellation policies.

  1. Changes and Cancellations: Orders may not be changed or cancelled within two weeks of the scheduled ship date.
  2. Uncovered Material Storage at a DBCI Facility:
    • 10-Day Uncovered Material Storage: If an order is produced but not shipped and delivery is delayed by customer request, jobsite scheduling issues, etc., DBCI will store at the facility of origin free of charge for up to 10 working days after the scheduled load/ship date.
    • 11+-Day Uncovered Material Storage: Any material stored at a DBCI facility for more than 10 working days following the load/ship date will be assessed a storage fee of 10% the total order value or $250 (whichever is greater) per week.
  3. Customer Material Returns: The policy below applies to material needing to be returned:
    • Customer returns arising from orders placed in error, leftover material from completed projects, cancelled orders/projects, etc. will incur a restocking fee equal to 30% of the original invoiced price.
      • Only DBCI stock products are eligible for return. No credit will be issued for custom products. This includes any parts, pieces, accessories and equipment related to custom product orders. Please work with your DBCI inside sales coordinator to confirm whether your materials are eligible for return.
      • Returns must be received in prime/resalable condition. Material must be returned in the original, unopened and damage-free packaging to qualify for return. DBCI will inspect material upon receipt and complete the appropriate return material authorization (RMA) receiving ticket. Any material not in resalable condition will not be credited.
      • Material past 10 working days of shipment date is not eligible for return without prior approval. Please work with your DBCI inside sales coordinator to confirm return eligibility.
    • Customer returns arising from manufacturer error, defective vendor parts or parts under warranty can be returned for credit with no restocking fee, at DBCI’s expense, provided they adhere to the following guidelines:
      • Incorrect material or material damage must be photographed prior to unloading from delivery truck.
      • Prior to initiating the return of material, the original order or invoice number on which the material was purchased must be provided to your inside sales coordinator, who will confirm return eligibility.
    • DBCI is not responsible for freight charges on return shipments, except for customer returns arising from manufacturer error, defective vendor parts or parts under warranty. All other returns must be shipped at the customer’s expense.
      • Customers may send back material via UPS or FedEx, but a copy of the original order documents must be packaged with the material. 
      • DBCI’s shipping department will contact you to confirm that return material has been received. Following the return of material to DBCI, the customer will be contacted to complete the return process. If the customer cannot be reached within three attempts, the return and associated credit will be cancelled.