Return Policy

Return & Refund Policy

Thank you for shopping with CeramicFiberOnline.com. We take pride in the quality of our industrial and high-temperature insulation products. If you are not completely satisfied with your purchase, we are here to help.

1. 30-Day Return Window

You have 30 calendar days from the date of delivery to initiate a return for an item purchased on our website. Returns requested after 30 days will unfortunately not be accepted.

2. Return Conditions (Unopened & Resellable)

To be eligible for a return, your item must meet the following strict criteria due to the delicate nature of ceramic fiber products:

  • The item must be unopened, unused, and in the same condition that you received it.

  • The item must be in its original, undamaged packaging.

  • The material must be free of any moisture, dirt, tearing, or alteration, ensuring it is in a 100% resellable condition.

Note: Any item not in its original condition, damaged, or missing parts for reasons not due to our error will not be eligible for a refund.

3. Restocking Fees & Exchange Options

Because shipping and handling bulk insulation materials involves significant warehouse labor and cost, the following fees apply to standard returns:

  • 25% Restocking Fee: A standard 25% restocking fee will be deducted from your total refund amount for all standard returns.

  • Waived Fee via Equal/Greater Value Order: We will completely waive the 25% restocking fee if you place a new order of equal or greater value on CeramicFiberOnline.com at the time of your return (perfect for exchanging sizes, densities, or product types).

4. Shipping Costs

  • Customer Responsibility: Customers are responsible for paying all return shipping costs. Shipping costs are non-refundable.

  • Recommendation: We highly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost or damaged in transit back to our warehouse.

5. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our customer service team at sales@ceramicfiberonline.com or call 732-257-5008 with your order number and reason for return.

  2. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the correct warehouse return address.

  3. Securely pack the item, clearly write the RMA number on the outside of the shipping box (not the product packaging), and ship it back to us.

6. Refunds & Processing

Once your return is received and thoroughly inspected by our warehouse team, we will send you an email notifying you that we have received your item and whether your refund is approved or rejected based on its condition.

If approved, your refund will be processed (minus the 25% restocking fee, if applicable), and a credit will automatically be applied to your original method of payment within 5-7 business days.

Damaged or Defective Items

If your order arrived damaged during transit, please contact us within 48 hours of delivery with photos of the damaged packaging and material so we can file a claim with the carrier and send you a replacement immediately.