Refund and Returns Policy

This refund and returns policy explains how returns, exchanges and refunds work for Plato Surfaces orders. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it,  unused, uncut, unprocessed, and in its original packaging. You’ll also need the receipt or your order number.

To start a return, follow the steps on our How to Return page or contact us at sales@platosurfaces.com.

Return shipping costs belong to you. Please send it back in the original package as securely as you received. 

You can always contact us for any return questions at sales@platosurfaces.com. 

Exceptions / non-returnable items
We do not accept returns of customized items. However, please contact us for exchange options. 

Damages and issues
Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item. This allows us to review the issue and provide a suitable resolution promptly.

In addition, please get in touch if you have questions or concerns about your specific item.

Exchanges
If the color or size doesn’t match your project, please contact us to exchange the item. 

Refund policy

First, we will notify you once we’ve received and inspected your return, and let you know if we approved the refund or not. If we approve it, we refund your original payment method within 2 business days after the return arrives at our warehouse. However, it can also take some time for your bank or credit card company to process and post the refund.
If you don’t see the refund within 10 business days after we process it, please contact us at sales@platosurfaces.com.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, because it may take some time before they officially post your refund.

Next, contact your bank. Banks often need some processing time before they post a refund.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@platosurfaces.com.

Customized Order

We refund standard items only. In other words, we do not accept returns of customized items.

Shipping returns

To return your product, you should mail your product to our warehouse. Our How to Return page shows each step.

You pay your own shipping costs for returning your item. In addition, we do not refund shipping costs.

Depending on your location, delivery times for your exchanged product may vary.

Need help?

Contact us at sales@platosurfaces.com for questions about this refund and returns policy. To change or cancel an order that has not shipped yet, use our Change or Cancel Order page.