Refund & Cancellation

Full policy text

1. How to request a change Contact ODG with your order number, name, delivery address, and the requested change. State whether you want to cancel, reschedule, change the material or quantity, or report an order concern. A submitted request is not confirmation that the change has been accepted. Ask ODG to confirm the outcome in writing and retain that confirmation.

2. Order stage matters ODG will review whether the material has been allocated, loaded, dispatched, delivered, placed, mixed, spread, altered, or used. Contact dispatch as early as possible; later-stage changes can be more difficult to accommodate. Review your accepted order or separate written agreement for any applicable cancellation or rescheduling deadline. This policy does not establish a fixed number of hours before delivery as a cancellation cutoff.

3. Cancellation and rescheduling charges Any charge must be supported by the applicable policy, accepted order, or separate written agreement. Ask for an explanation of the amount, what it covers, and how it affects the remaining payment or refund. This policy does not establish fixed cancellation, waiting, no-show, failed-delivery, return-trip, or restocking fees. Review the terms applicable to your order and ask ODG to explain any proposed charge and its basis before agreeing to a change.

4. Delivered or altered material Loose material can be difficult to recover or resell after delivery, placement, mixing, spreading, alteration, or use. Do not assume that delivered material can be returned. Contact ODG before arranging a return, moving the material, or incurring removal expenses that you expect ODG to reimburse. ODG will review the circumstances, applicable law, and any agreed remedy; safety takes priority over preserving material.

5. Wrong material, shortage, or damage Inspect the delivery when safe and report an apparent concern promptly. Include the order number, delivery date and address, photographs, the material or quantity you expected, and what you observed. Preserve delivery records and relevant material where safe. A concern should be assessed using the actual unit of sale and available records rather than an unsupported conversion or coverage estimate.

6. Review and proposed resolution ODG may ask for information reasonably needed to understand the concern and compare it with the order and delivery records. A resolution may involve a corrected delivery, an agreed adjustment, a refund, or another remedy appropriate to the circumstances and applicable rights. ODG should communicate the decision and any required next steps. Reporting a concern does not itself promise a particular remedy.

7. Refund processing When a refund is approved, ODG should confirm the approved amount and payment method. Refunds should normally go back through the original payment method where supported, subject to payment-provider requirements. The time for a credit to appear depends on payment processing and your financial institution. If an approved refund has not appeared, contact ODG with your order number and refund confirmation so its status can be checked.

8. Delivery relationship and customer rights Site access, weather, placement, and dispatch status can affect the practical options. Review Shipping & Delivery and Site Access & Delivery Readiness alongside this policy. Nothing here is intended to remove a remedy or right that applicable law requires.