Refund policy

Surface Supply LLC – Refund & Return Policy

Returns & Return Authorization

No product may be returned without prior written approval from Surface Supply LLC. Customers must obtain a Return Authorization (RA) before returning any product. Items returned without an approved RA will not be accepted and will not be refunded or credited.

To be eligible for a return, every one of the following must be true:

  • The product was purchased directly from Surface Supply LLC
  • The product is a standard, current product (not discontinued at the time the return is requested)
  • The product is unused, unopened, and in its original, intact manufacturer packaging (swatch books and printed catalogs are the only exception; see Swatch Books & Catalogs below)
  • The product is a full roll as defined for its brand below. A half roll, a partial roll, or any roll that has been cut is never eligible, for any brand
  • The Return Authorization was requested within 30 days of material receipt

Definitions Used in This Policy

  • Material receipt means the date the carrier records the order as delivered.
  • Full roll means the longest roll length offered on that finish's product page, in its original factory length, never unrolled, cut, or shortened. The full-roll length for each brand is stated below.
  • Half roll means the shorter roll length offered on a finish's product page. Half rolls are cut to order from a full roll to fill the order, so a half roll is a cut roll from the moment it is made.
  • Cut roll means any roll shorter than the full-roll length for that finish, regardless of who cut it or when: a half roll cut by us to fill an order, a roll shortened by the customer, or a roll that has been partially unrolled or used. A cut roll is not a full roll and is never returnable.

Return Eligibility by Brand

3Mâ„¢ DI-NOCâ„¢

Only full, uncut 3Mâ„¢ DI-NOCâ„¢ Quick Ship rolls (164ft) are eligible for return. They must be unused, unopened, in the full original 164ft length, in original manufacturer packaging, and the Return Authorization must be requested within 30 days of material receipt. A 20% restocking fee applies to every approved 3Mâ„¢ DI-NOCâ„¢ return.

The following 3Mâ„¢ DI-NOCâ„¢ items are final sale and are not returnable under any circumstances:

  • Any roll shorter than 164ft, whether Quick Ship or non-Quick Ship. This includes every 16.4ft, 32.8ft, 82ft, and 98.4ft roll sold on this website
  • Any non-Quick Ship 3Mâ„¢ DI-NOCâ„¢ roll, in any length, including full 164ft non-Quick Ship rolls
  • Any 3Mâ„¢ DI-NOCâ„¢ sample
  • Any discontinued finish

Renuvaâ„¢

Renuvaâ„¢ full rolls (164ft) are eligible for return within 30 days of material receipt, provided they are unused, unopened, and in original manufacturer packaging. No restocking fee applies. The 82ft half roll, the 32.8ft roll, and the 16.4ft roll are cut to order from a full roll and are final sale. They cannot be returned or exchanged under any circumstances, even unopened and in original packaging; a roll that has been cut is not a full roll and cannot be returned. Renuvaâ„¢ samples are final sale and not returnable under any circumstances.

Renuvaâ„¢ roll lengths sold on this website: 16.4ft, 32.8ft, and 82ft (cut to order, never returnable, the 82ft half roll included) and 164ft (the only returnable Renuvaâ„¢ roll). No other Renuvaâ„¢ roll length is sold.

Bodaq®

Bodaq® full rolls are eligible for return within 30 days of material receipt, provided they are unused, unopened, and in original manufacturer packaging. No restocking fee applies. Bodaq® half rolls are cut to order from a full roll and are final sale; a roll that has been cut is not a full roll and cannot be returned. Bodaq® samples are final sale and not returnable under any circumstances. Approved Bodaq® roll returns are issued as store credit only.

The Bodaq® full-roll length depends on the finish. Every Bodaq® finish is sold in exactly two roll lengths, and the longer of the two is the full roll. These are the only Bodaq® roll lengths sold on this website:

  • Finishes sold as 82ft and 164ft: the 164ft roll is the full roll and is returnable; the 82ft half roll is not returnable
  • Finishes sold as 65.5ft and 131ft: the 131ft roll is the full roll and is returnable; the 65.5ft half roll is not returnable
  • Finishes sold as 49ft and 98ft: the 98ft roll is the full roll and is returnable; the 49ft half roll is not returnable

The two lengths offered for a finish are shown on its product page. If a roll is shorter than the longer of the two lengths offered for that finish, it is a cut roll and is not returnable.

Swatch Books & Catalogs

Swatch books and printed catalogs (3M™ DI-NOC™, Bodaq®, and Renuva™) are eligible for return within 30 days of material receipt, provided they are in original, resalable condition as described under Swatch Books & Catalogs below. No restocking fee applies.

Return Window

Surface Supply LLC offers a 30-day return window, meaning the Return Authorization must be requested within 30 days of material receipt. Requests made after that date are declined. The window applies to the following items only: 3M™ DI-NOC™ Quick Ship full rolls (164ft, 20% restocking fee), Renuva™ full rolls (164ft, no restocking fee), Bodaq® full rolls (164ft, 131ft, or 98ft as defined above, no restocking fee), and swatch books and printed catalogs (no restocking fee). No other item has a return window because no other item is returnable.

Returned rolls must be:

  • In the same condition as received
  • Unused and unopened
  • In the full-roll length for that finish, never cut or shortened
  • In original, intact manufacturer packaging

Swatch books and catalogs may be opened and reviewed; see Swatch Books & Catalogs below.

Swatch Books & Catalogs

Swatch books and printed catalogs (including the 3M™ DI-NOC™ Quick-Ship Swatch Book, 3M™ DI-NOC™ catalogs, the Bodaq® Catalog, and the Renuva™ Film Swatch Book) may be returned within 30 days of material receipt with an approved Return Authorization. Because they are reference tools, they may be opened and reviewed, but they must come back in original, resalable condition:

  • All swatches and pages present, attached, and uncut
  • No writing, labels, stains, creases, or other damage
  • Binding, rings, or fan-deck hardware intact

No restocking fee applies to swatch books and catalogs. Items received damaged, incomplete, or marked are not eligible for a refund or credit.

How to Start a Return

To request a Return Authorization, contact us via email:

Email: contact@surfacesupply.com

If your return is approved, you will receive:

  • A Return Authorization (RA)
  • A prepaid return shipping label and instructions

Return shipping on approved returns is at no cost to you. Approved returns must be shipped back using the provided prepaid label and instructions.

Packaging Requirements & Restocking Fees

  • 3Mâ„¢ DI-NOCâ„¢ Quick Ship returns are accepted for full, uncut rolls (164ft) only and carry a 20% restocking fee
  • Renuvaâ„¢ returns are accepted for full rolls (164ft) only, with no restocking fee. The 82ft half roll and the 32.8ft and 16.4ft rolls are cut to order and are final sale, with no exceptions
  • Bodaq® returns are accepted for full rolls only (164ft, 131ft, or 98ft, the longer of the two lengths offered for that finish), with no restocking fee. Half rolls (82ft, 65.5ft, or 49ft) are cut to order and are final sale
  • Swatch books and printed catalogs carry no restocking fee
  • Rolls returned with opened, damaged, or missing manufacturer packaging, and opened boxes or broken cases, will not be accepted

Credits & Refunds

For approved returns, you may choose a refund to your original payment method or store credit, less any applicable restocking fee. Bodaq® roll returns are the exception: they are issued as store credit only.

What you get back:

  • Product: the item amount, less any restocking fee
  • Return shipping: free on approved returns (we send a prepaid label)
  • Original outbound shipping: not refunded once the order has shipped

Refunds and credits will not exceed the original product amount after fees. Store credits apply to future Surface Supply LLC purchases only.

Out of Stock Items

If an item you ordered is out of stock, you will receive a full refund.

Damaged, Defective, or Incorrect Items

Customers must inspect all shipments immediately upon receipt. If your order arrives damaged, defective, or incorrect, notify us within 4 days of delivery by emailing contact@surfacesupply.com so the issue can be evaluated and resolved. Claims reported more than 4 days after delivery may be denied.

Non-Returnable Items

The following items are not eligible for return under any circumstances:

  • Any 3Mâ„¢ DI-NOCâ„¢ roll shorter than 164ft (every 16.4ft, 32.8ft, 82ft, and 98.4ft roll), whether Quick Ship or non-Quick Ship
  • Any non-Quick Ship 3Mâ„¢ DI-NOCâ„¢ roll, in any length, including full 164ft rolls
  • Renuvaâ„¢ 82ft half rolls and 32.8ft and 16.4ft rolls, which are cut to order and are never returnable, even unopened, and any opened, used, or cut Renuvaâ„¢ roll. Only the full, uncut 164ft roll is returnable
  • Bodaq® half rolls (82ft, 65.5ft, or 49ft), which are cut to order, and any opened, used, or cut Bodaq® roll. Only the full, uncut roll (164ft, 131ft, or 98ft, the longer of the two lengths offered for that finish) is returnable
  • Any roll of any brand that has been cut, shortened, unrolled, or partially used, regardless of who cut it
  • Discontinued finishes of any brand
  • Hazardous or flammable materials
  • All individual samples (8 in x 10 in swatches), including 3Mâ„¢ DI-NOCâ„¢, Bodaq®, and Renuvaâ„¢. Swatch books and printed catalogs are not samples and are returnable as described above.

All returned items must meet the eligibility requirements outlined above. Where this policy and any other page on this website differ, this policy controls.