Returns & Refunds Policy

Welcome to RigidSpan. We want you to feel confident before purchasing our metal garage shelving units. This Returns & Refunds Policy explains our guidelines for returns, refunds, damaged items, wrong items, defective items, and order cancellations. Please read this policy carefully before making a purchase.

1. Return Window

We offer a 30-day return policy. You have 30 days from the delivery date of your order to request a return for eligible items.

2. Return Eligibility

RigidSpan products are large, heavy metal shelving units. Proper packaging and care are required to help prevent transit damage. To be eligible for a return, your item must meet all of the following conditions:

• The return request must be submitted within 30 days of the delivery date.
• The item must be unused and unassembled.
• The item must be in new, unused condition.
• The item must be returned in its original packaging.
• All original parts, hardware, manuals, accessories, and included components must be included in the return.

3. Items Not Eligible for Return

For safety, quality control, and product condition reasons, the following items are not eligible for return:

• Used or assembled shelving units.
• Items missing parts, hardware, manuals, accessories, components, or original packaging.
• Items damaged due to customer handling, improper assembly, misuse, outdoor exposure, overloading, or unsafe use.
• Items returned without prior return authorization from our support team.
• Items returned to an incorrect address.
• Items that are not in resellable condition, unless the issue was caused by shipping damage, the wrong item being sent, or a verified product defect.

4. How to Start a Return

Do not send your purchase back to the manufacturer or to our business address without contacting us first. Returns must be authorized before they are shipped back.

To start a return, please follow these steps:

1. Email our customer support team at support@rigidspan.com within 30 days of the delivery date.
2. Include your order number and full name.
3. Provide the product name and a clear reason for the return request.
4. If the item is damaged, defective, or incorrect, attach clear photos of the product, packaging, shipping label, and the issue.

Once we receive your request, we will review it and provide return instructions and a designated return address if your return is authorized.

5. Return Shipping Costs

Because our products are heavy and require careful handling, return shipping costs and instructions will be provided after your return request is reviewed.

If you are returning an item for personal reasons, such as changing your mind, ordering the wrong size, or no longer needing the item, you are responsible for return shipping costs.

If the return is due to our error, a damaged item, the wrong item, or a verified product defect, please contact our support team. RigidSpan will assist in resolving the issue and covering relevant shipping costs according to this policy.

6. Damaged, Defective, or Wrong Items

Please inspect your order as soon as it is delivered. If your item is damaged, defective, or you received the wrong item, contact us as soon as possible, preferably within 7 days of delivery, at support@rigidspan.com.

Please include your order number, clear photos of the damaged or defective item, photos of the packaging, and a photo of the shipping label so we can review the issue and help resolve it.

7. Refund Process & Timing

Once your authorized return is received and inspected at the designated return location, we will notify you by email that your returned item has been received. We will also notify you whether your refund has been approved or rejected based on the condition of the returned item.

If your return is approved, your refund will be issued to your original method of payment within 10 business days. Please note that your bank, credit card company, or payment provider may take additional time to process and post the refund to your account.

8. Partial Refunds or Deductions

RigidSpan does not charge a standard restocking fee for eligible, authorized returns that arrive in original condition. However, deductions, partial refunds, or refund denial may apply if:

• The item is returned missing parts, manuals, accessories, components, or original packaging.
• The item shows signs of use, assembly, or damage caused by customer handling.
• The item is damaged during the return shipment because it was not properly packaged.
• The item is not returned in its original, unused, and resellable condition.

9. Order Cancellations

Orders may be canceled for a full refund only if they have not yet been processed or shipped. We process orders as quickly as possible, so cancellation requests must be sent immediately.

If you need to cancel an order, contact us at support@rigidspan.com. If the order has already been processed or shipped, it cannot be canceled, and you must follow the standard return process after delivery.

10. Exchanges

We do not guarantee direct exchanges. The fastest way to get a different item is to return the eligible item you have, wait for the return to be accepted, and place a separate order for the new item. You may also contact our support team for assistance.

11. Product Use and Safety

RigidSpan shelving units are designed for storage use only. Product weight capacities apply only when weight is evenly distributed across the shelves.

Damage caused by climbing on, hanging from, exercising on, overloading, improper assembly, misuse, unsafe use, modification, or exposure to unsuitable environmental conditions is not covered as a valid return reason unless there is a verified product defect.

12. Contact Information

If you have any questions about this Returns & Refunds Policy, please contact us:

• Store Name: RigidSpan
• Legal Business Name: SWTMAIN LLC
• Business Address: 30 N GOULD ST STE R, SHERIDAN, WY 82801, United States
• Email: support@rigidspan.com
• Phone: +1 (307) 855-1688
• Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time