Return / Exchange & Refund Policy

Return / Exchange & Refund Policy

  • Any damage, missing items, or delivery discrepancies must be reported to our sales team within 48 hours.
  • We accept exchanges or returns only under the following conditions:
    • Wrong item delivered (e.g. wrong size, type, or brand)
    • Damaged goods upon delivery (reported within 48 hours with photo proof)
    • Manufactured defects (subject to verification)
    • Agreed return due to over-ordering (must be unused and in resaleable condition)
  • Custom-cut or special-order items are non-returnable.
  • Opened bags (e.g. cement, grout, adhesive) are non-returnable.
  • Used or partially used items are non-returnable.
  • Items returned after 3 days from delivery are not accepted.
  • Items not in original condition or packaging are non-returnable.
  • If return & exchange items involve crane lorry delivery, additional handling and transportation charges will incur.

Refund or Exchange Options

  • Product exchange for equal or lesser goods
  • Credit note for future use
  • Cash refund (if originally paid by cash & refund is approved)
  • Bank transfer (for larger refund of card payment)

Crane Lorry Delivery – Pallet NOT Returnable

  • Materials are palletized for crane lorry unloading convenience.
  • All pallets are non-returnable and included in the product cost.
  • Customer is responsible for safe handling and disposal/reuse of pallets after delivery.
  • No collection of empty pallets will be arranged.

Refund Process

  • All refund processes begin only after the returned item is received and inspected.
  • We will notify you once your refund has been processed.
  • Some delays may occur due to bank processing time, public holidays, or incomplete return documents.
  • We will reimburse you no later than 14 days from the day we receive the returned products.

Refund Timeline

  • Bank transfer: 5–7 working days
  • Credit card / Debit card: 7–10 working days
  • Cash refund (in store only): Same day, subject to approval
  • Store credit / Debit note: Issued within 3–4 days

In-Store Returns

  • In-store returns are accepted within 90 days of the original purchase date.
  • For return, a valid receipt or invoice must be presented.

Finally, SH Construction reserves the right to refuse any item (building materials) that does not meet the above return conditions in-store at our discretion.