Refund policy

E-Z Storage LLC

Effective Date: January 1, 2026

This Policy applies to all purchases made directly from E-Z Storage LLC through any authorized sales channel.

Policy Overview — Please Read Before Purchasing

E-Z Storage LLC maintains separate return and refund policies for (1) DIY orders (products purchased without installation) and (2) orders that include professional installation. These policies differ materially. Please review both before placing your order.

This Policy is incorporated into and governed by the E-Z Storage LLC Master Service Agreement. In the event of any conflict, the Master Service Agreement controls.

By placing an order, you agree to the terms of this Policy.

1. Applicability

1.1 This Return & Refund Policy (this "Policy") applies to all purchases of Products made directly from E-Z Storage LLC ("Company") through the Company website (www.EZGarageStorageUSA.com), by telephone, through an authorized representative, or through any other authorized sales channel.

1.2 This Policy does not apply to products purchased from unauthorized resellers, secondary marketplaces, or third-party platforms. Such purchases are governed solely by the applicable third-party seller's policies.

1.3 All capitalized terms used but not defined in this Policy have the meanings assigned to them in the E-Z Storage LLC Master Service Agreement.

2. Two Policies — DIY Orders vs. Installed Orders

E-Z Storage LLC offers two categories of purchase, each governed by a distinct return and refund policy:

  • DIY Order — Product purchased without Installation Services. Standard return policy applies — see Section 3.
  • Installed Order — Product purchased with professional Installation Services. NON-REFUNDABLE except for the limited fitment exception — see Section 4.

Installation fees and service coordination fees are NON-REFUNDABLE under all circumstances, regardless of order type.

3. DIY Orders — Return and Refund Policy

3.1 Return Window

Return requests for DIY Orders must be submitted IN WRITING within fourteen (14) calendar days of the date of Product delivery.

Verbal return requests are not accepted and do not toll the return window.

Submit all return requests to: contact@EZGarageStorageUSA.com or via the return request portal at www.EZGarageStorageUSA.com.

3.2 Return Eligibility

To be eligible for return, a Product must satisfy ALL of the following conditions at the time of return:

  1. Unopened and in original, factory-sealed packaging;
  2. Unused, uninstalled, and unassembled;
  3. Unmodified and unaltered in any manner;
  4. Complete with all original components, hardware, fasteners, manuals, instructions, and documentation;
  5. Free from damage, markings, stickers, writing, or wear; and
  6. In resalable condition, as determined by Company in its sole reasonable discretion upon inspection.

3.3 Return Authorization Required

All returns require a Return Authorization ("RA") issued in writing by Company prior to return shipment. Products returned without a valid RA may be refused at the return shipping facility and returned to Customer at Customer's expense. An RA does not guarantee a refund; all returned Products are subject to inspection and approval.

3.4 Return Shipping

Customer is solely responsible for:

  1. All return shipping costs, including freight, carrier fees, and packaging;
  2. Proper and adequate packaging to prevent damage during return transit;
  3. Obtaining shipment insurance (strongly recommended); and
  4. All risk of loss or damage occurring during return transit.

Company does not provide prepaid return shipping labels for DIY Order returns. Original outbound shipping charges paid by Customer are non-refundable.

3.5 Inspection

All returned Products are subject to inspection by Company upon receipt. Company reserves the right to deny a refund, in whole or in part, for any Product that does not satisfy the eligibility conditions of Section 3.2 upon inspection, regardless of the condition represented by Customer at the time of the return request.

3.6 Restocking Fee

All approved DIY Order returns are subject to a ten percent (10%) restocking fee calculated on the original Product purchase price, which shall be deducted from the refund amount.

4. Installed Orders — Refund Policy

4.1 Non-Refundable — General Rule

ORDERS FOR PRODUCTS SOLD WITH PROFESSIONAL INSTALLATION SERVICES ARE NON-REFUNDABLE.

Once Installation Services have been scheduled or performed, the purchase price of the Product and all associated installation and coordination fees are non-refundable, subject only to the limited exception set forth in Section 4.2.

By purchasing a Product with Installation Services, Customer expressly waives the right to a refund except as provided in Section 4.2.

4.1b No Chargebacks or Payment Disputes on Installed Orders

By purchasing a Product with Installation Services, Customer expressly agrees that:

  • Customer may NOT initiate a chargeback, payment dispute, or payment reversal with any bank, credit card issuer, or payment processor with respect to an Installed Order, for any reason other than confirmed unauthorized use of Customer's payment method.
  • Dissatisfaction with placement, joist-based adjustments, or the installation process does not constitute a valid basis for a chargeback.
  • Initiating an improper chargeback on an Installed Order constitutes a material breach of this Policy and the Master Service Agreement. Customer shall be liable for the full original Order amount, all chargeback fees and penalties assessed against Company, collection costs, and Company's reasonable attorneys' fees.
  • The ONLY circumstance under which any refund is available on an Installed Order is the fitment exception set forth in Section 4.2 below.

4.2 Limited Fitment Exception

A FULL refund of the Product purchase price is available if ALL of the following conditions are satisfied:

  1. The Product physically cannot be installed at Customer's property due to ceiling joist limitations — meaning the joists in the required installation area are insufficient, incorrectly spaced, or otherwise incompatible with proper mounting of the Product, and no alternative location is acceptable to the Customer;
  2. The incompatibility is confirmed in writing by the Installer and reported by Customer to Company within forty-eight (48) hours of the scheduled installation date;
  3. The Product has not been installed, drilled, modified, or altered in any manner;
  4. The Product is in a condition suitable for return, as determined by Company in its sole discretion; and
  5. Customer has not refused installation due to a change of preference, dissatisfaction with joist-based placement adjustments, or any reason other than a confirmed structural incompatibility.

4.3 Fitment Return Procedure

If the fitment exception applies, Company shall issue a FULL refund of the Product purchase price and Company bears ALL return shipping costs. No restocking fee applies. The return is processed as follows:

Preferred Method — Installer Return (Company Pays All Return Shipping)

The preferred and strongly encouraged return method is for the Installer to transport the Product from the job site.

  • Company will email a prepaid UPS return shipping label to the Installer.
  • The Installer affixes the label to the Product packaging and drops it at any UPS store location.
  • This method eliminates the burden on Customer and ensures the Product is properly handled.

Suzanne (Nationwide Installation Manager) coordinates this process directly with the Installer upon confirmation of the fitment exception.

Alternative Method — UPS Pickup from Customer's Front Porch (Company Pays All Return Shipping)

If the Installer cannot take the Product, Company arranges pickup directly from Customer's property at no cost to Customer:

  • Company will email a prepaid UPS return label to Customer (printed on standard 8.5" x 11" paper).
  • Customer must fold the label, affix it to the exterior of the Product's original packaging using clear packing tape, ensuring the label is fully covered and legible.
  • Customer must ensure the Product is securely packaged to prevent damage during transit.
  • Company will arrange a UPS pickup from Customer's property. Customer must have the Product accessible at the front door or other agreed location at the scheduled pickup time.
  • Customer is NOT required to transport the Product to a UPS store.

Customer is responsible for ensuring the Product is properly packaged. Company is not responsible for damage occurring during return transit due to inadequate packaging.

4.3a Full Refund

Upon receipt and inspection of the returned Product confirming it is uninstalled and undamaged, Company shall issue a FULL refund of the Product purchase price — with no restocking fee and no deductions — to the original payment method within a commercially reasonable time. Installation coordination fees remain non-refundable as these reflect services already rendered.

4.4 Fitment Exception — What Is NOT Covered

The fitment exception does NOT apply to, and no refund shall be available for, any of the following:

  1. Customer's change of mind, preference, or dissatisfaction with the product;
  2. Customer's dissatisfaction with joist-based placement adjustments made by the Installer;
  3. Customer's failure to disclose ceiling obstructions, structural conditions, or HOA restrictions prior to scheduling;
  4. Customer's refusal to allow the Installer to perform the installation for any reason other than confirmed structural incompatibility;
  5. Products that were partially installed, drilled, or modified; or
  6. Customer's failure to have the garage cleared and accessible as required.

5. Non-Returnable and Non-Refundable Items

The following items are strictly non-returnable and non-refundable under all circumstances:

  • Products that have been opened, unsealed, assembled, installed, modified, or altered in any manner from their original factory condition
  • Products that have been partially or fully installed
  • Custom, special-order, made-to-order, or configured Products
  • Clearance, final-sale, or discontinued Products
  • Products damaged after delivery due to Customer conduct, misuse, overloading, or improper storage
  • Products missing original components, hardware, documentation, or packaging
  • Products returned without a valid Return Authorization
  • Products returned outside the applicable return window
  • Installation fees, service coordination fees, and scheduling fees
  • Products purchased from unauthorized resellers or secondary markets
  • Hook kits, accessories, and hardware sold separately (unless defective under the Limited Lifetime Warranty)

6. Refund Calculation

6.1 For approved DIY Order returns, the refund amount is calculated as follows (fitment exception returns under Section 4.2 are FULL refunds with no deductions — see Section 4.3a):

REFUND AMOUNT =

  • Original Product Purchase Price
  • minus 10% Restocking Fee
  • minus Original Outbound Shipping Costs

 

6.2 The following charges are NON-REFUNDABLE under all circumstances:

  • Installation and service coordination fees
  • Original outbound shipping costs
  • Expedited shipping or rush delivery fees
  • Applicable taxes (except where refund of taxes is required by applicable law)
  • Payment processing fees

6.3 Refunds shall be issued within a commercially reasonable time following Company's receipt, inspection, and approval of the returned Product, using the original payment method where feasible. Company reserves the right to issue refunds via check or store credit if the original payment method is unavailable.

7. Orders Financed Through Third-Party Financing

7.1 No Discounts on Financed Orders. Orders financed through any third-party financing program, including Wisetack (available through HouseCall Pro) or Shopify's financing program, are sold at full retail price. No discounts, promotional pricing, or coupon codes may be applied to financed orders.

7.2 Refund Processing for Financed Orders. In the event that a refund is approved for a financed order, Company will process the refund to the financing provider in accordance with the financing provider's applicable policies and procedures. Customer's financing obligation is governed exclusively by the financing agreement between Customer and the applicable third-party financing provider. Company is not responsible for the administration of Customer's financing account.

8. Shipping Damage and Defective Products

8.1 Inspection at Delivery. Customer must inspect all Products immediately upon delivery. Visible shipping damage must be documented with the delivering carrier at the time of delivery. Customer must report any visible shipping damage to Company in writing within forty-eight (48) hours of delivery by emailing contact@EZGarageStorageUSA.com with photographic evidence of the damage and the Product packaging.

8.2 Carrier Claims. Risk of loss transfers to Customer upon tender of the Product to the carrier. Company may, at its discretion, assist Customer in filing a claim with the applicable carrier but assumes no obligation or liability for carrier-caused damage beyond reasonable assistance.

8.3 Defective Products. Products alleged to be defective are handled exclusively under the E-Z Storage LLC Limited Lifetime Warranty. Warranty claims must be submitted in accordance with the procedures set forth in the Limited Lifetime Warranty document, available at www.EZGarageStorageUSA.com.

9. Refused Deliveries and Undeliverable Shipments

9.1 Refused Deliveries. If Customer refuses delivery of a Product shipment that is not damaged or defective, the shipment shall be treated as a DIY Order return and subject to all return eligibility requirements, the ten percent (10%) restocking fee, deduction of all outbound shipping costs, and return shipping costs.

9.2 Undeliverable Shipments. If a Product shipment is returned to Company as undeliverable due to an incorrect address provided by Customer, Customer's failure to receive delivery, or Customer's failure to respond to delivery notifications, Customer shall be responsible for all additional shipping, handling, storage, and administrative costs incurred by Company in connection with the undeliverable shipment.

10. Order Cancellations

10.1 Pre-Shipment Cancellations. Orders may be canceled at no penalty prior to the Product being tendered to the carrier for shipment. To request a pre-shipment cancellation, Customer must contact Company immediately by telephone at (480) 907-3921 or by email at contact@EZGarageStorageUSA.com. Pre-shipment cancellation requests are not guaranteed and are subject to the production and fulfillment status of the Order at the time of the request.

10.2 Post-Shipment Cancellations. Orders may NOT be canceled once the Product has been tendered to the carrier for shipment. At that point, the return process set forth in Section 3 (for DIY Orders) applies.

10.3 Custom and Special-Order Products. Custom, special-order, or made-to-order Products may not be canceled once production or procurement has commenced, regardless of whether the Product has shipped. Such Products are non-refundable.

11. How to Submit a Return or Refund Request

All return and refund requests must be submitted in writing. Verbal requests are not accepted. To initiate a return or refund request:

Step 1 — Contact Company in Writing

Step 2 — Include the Following Information

  • Full name and order number
  • Date of purchase and date of delivery
  • Product name and SKU
  • Reason for return request
  • Photographic evidence of the Product's current condition
  • For fitment exception claims: written confirmation from the Installer and photos of the installation area

Step 3 — Await Return Authorization

Do not ship any Product back to Company without first receiving a written Return Authorization. Unauthorized returns will be refused.

12. Limitation of Liability; Policy Modifications

12.1 Limitation. To the fullest extent permitted by applicable law, Company's total liability in connection with any return, refund, or dispute under this Policy shall not exceed the original purchase price of the specific Product giving rise to the claim. Company shall not be liable for any indirect, incidental, consequential, or punitive damages arising from any return, refund denial, shipping delay, or policy dispute.

12.2 Policy Modifications. Company reserves the right to modify this Policy at any time. The version of this Policy in effect at the time of Customer's Order shall govern that Order. Modifications shall be posted on the Website and are effective upon posting.

12.3 Governing Law. This Policy is governed by the laws of the State of Arizona. All disputes arising under this Policy are subject to the dispute resolution provisions of the E-Z Storage LLC Master Service Agreement, including mandatory mediation, binding arbitration, and class action waiver.

13. Contact Information

E-Z Storage LLC — Returns Department
4602 E. Elwood St. #3 | Phoenix, Arizona 85040
Phone: (480) 907-3921
Email: contact@EZGarageStorageUSA.com
Website: www.EZGarageStorageUSA.com

THIS POLICY GIVES YOU SPECIFIC LEGAL RIGHTS. YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY BY STATE.