Shipping & Returns

At House of Plaster (operated by Polished Stucco), we take pride in the quality and craftsmanship of our materials. Due to the nature of our products and to ensure the highest quality standards for all our customers, we maintain a strict policy regarding shipping and returns. The website first collects an order request; stock, delivery, taxes, and the final total are confirmed before an invoice is issued. Please review the following terms carefully before accepting the invoice and completing your purchase.

1. Return Policy: Strict Condition Requirements

We accept returns of products within 14 days of the delivery date, strictly under the condition that the product is unopened, unused, and in its original, pristine condition and packaging.

• Opened or Used Products: Once a bucket, bag, or container seal has been broken or opened, the product is absolutely non-refundable and non-returnable under any circumstances. We cannot guarantee the purity or integrity of materials once they have been exposed to the environment.
• Restocking Fee: All eligible, unopened returns are subject to a 20% restocking fee. This fee covers the inspection, handling, and administrative costs associated with processing returned heavy materials.
• Return Shipping: The customer is solely responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

2. The "Buy a Sample" Policy

Because we do not accept returns on opened products, we strongly encourage all customers to purchase small samples of our plasters first. This allows you to test the application, texture, and color in your specific environment and lighting conditions before committing to a larger order.

3. Disclaimer: Natural Color & Pigment Variations

Our plasters are formulated with natural ingredients and organic mineral pigments. As with all natural materials, slight variations in color, tone, and shade are inherent and entirely normal. Pigments can shift slightly from batch to batch, and the final appearance will also be influenced by the applicator's technique, substrate porosity, and environmental lighting.

We do not accept returns or offer refunds based on slight color variations from batch to batch, or discrepancies between the physical product and digital representations on your screen. This is a standard reality of working with authentic natural plasters.

4. Damaged or Defective Items

In the rare event that your order arrives damaged due to transit, or if you receive a demonstrably defective or incorrect item, you must notify us within 48 hours of delivery.

Please email us at houseofplaster.ca@gmail.com with:

• Your order number
• Clear, detailed photographs of the damaged product and the exterior shipping box
• A brief description of the issue

We will review the claim and, if approved, provide a replacement or issue a refund at our discretion. Claims submitted after the 48-hour window will not be honored.

5. Shipping Information

We process and ship orders from our facility in British Columbia during normal business hours (Monday - Friday).

• Processing Time: Most orders are processed and shipped within 1-3 business days. Custom tinted orders may require an additional 2-3 business days.
• Transit Times: Shipping transit times are estimates provided by the carrier and are not guaranteed. We are not liable for delays caused by the carrier, weather events, or customs holds.
• Heavy Freight: Plaster is heavy. For exceptionally large orders, shipping may be arranged via LTL freight. Additional residential delivery or liftgate fees may apply and are the responsibility of the buyer.

6. How to Initiate a Return

To initiate an eligible return for an unopened product:

1. Contact us at houseofplaster.ca@gmail.com within 14 days of receiving your order to request a Return Merchandise Authorization (RMA) number.
2. Wait for our team to approve the return and provide you with the return shipping address.
3. Securely package the unopened items and write the RMA number clearly on the outside of the box.
4. Ship the items back to us using a carrier of your choice (at your expense).

Once we receive and inspect the returned item(s) to confirm they are unopened and undamaged, we will process your refund (minus the 20% restocking fee and original shipping charges) to your original method of payment.

7. Contact Information

Polished Stucco
Email: houseofplaster.ca@gmail.com
Phone: +1 778-318-9409
55A Fawcett Road
Coquitlam, BC V3K 6V2, Canada