Refund Policy

1. General Return Policy

We accept returns for eligible products within 30 days of the delivery date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

All returns are subject to inspection and approval by our quality assurance team. We reserve the right to refuse returns that do not meet our criteria.

2. Eligibility for Refunds

2.1 Eligible Items

Standard stock items that have not been used, modified, or damaged are generally eligible for return. This includes:

• Standard rolls and batts of insulation
• Unopened accessories and tapes
• Standard size panels

2.2 Non-Returnable Items

Due to the nature of our business, certain items are non-returnable:

• Custom Orders: Products manufactured to specific dimensions or requirements.
• Special Order Items: Items not regularly stocked and ordered specifically for you.
• Used or Installed Products: Any material that has been cut, installed, or altered.
• Damaged Goods: Items damaged due to improper storage or handling by the customer.
• Clearance Items: Products sold as "Final Sale" or "Clearance".

3. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email our customer service team at returns@sstrade.com with your order number and reason for return.
2. Authorization: Wait for a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.
3. Packaging: Securely pack the items in their original packaging. Include the RMA number clearly on the outside of the box.
4. Shipping: Ship the package to the address provided with your RMA. We recommend using a trackable shipping service.

4. Refund Processing

4.1 Inspection

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

4.2 Refund Method

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.

4.3 Partial Refunds

Partial refunds may be granted in certain situations, such as:

• Items with obvious signs of use.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Items returned more than 30 days after delivery (if approved by management).

5. Restocking Fees

A restocking fee may apply to returned items to cover the costs of inspection, repackaging, and inventory management.

• Standard Restocking Fee: 15% of the item's purchase price.
• Large/Bulk Orders: Restocking fees for large orders may be up to 25%.

Restocking fees will be deducted from the total refund amount.

6. Damaged or Defective Items

If you receive a defective or damaged item, please contact us within 48 hours of delivery. We will arrange for a replacement or a full refund, including shipping costs.

Please provide photos of the damage and the packaging to expedite your claim.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, send us an email at contact@sstrade.com.

If you wish to exchange a product for a different one, please return the original item for a refund and place a new order.

8. Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item, unless the return is due to our error (e.g., you received an incorrect or defective item).

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if we provided the shipping label.

9. Cancellations

Orders may be cancelled for a full refund if the cancellation request is received before the order has been processed for shipment. Once an order has shipped, it cannot be cancelled and must be treated as a return.

Custom orders cannot be cancelled once production has begun.