Returns need to be treated case by case and are determined by many factors. Approval from Nature Wood Floors is required before any return can be accepted. There is a 30 Day time limit from the day your payment has been processed. Not all products are eligible for a return and any return request must first be approved. If approved, the customer is to expect a restocking fee and return shipping cost that will be reduced from any refund given to the customer. Restocking fees can vary and cannot be waived because they are charged to us from the mills and distributors of the product. Any shipping costs incurred to bring the material back to the supplier will also be passed along to the customer. Original shipping charges to the customer are final and cannot be refunded.
Returns can only be accepted if the material has been unopened and without any damage to the material and packaging. Accessory pieces such as moldings, stair parts, adhesives, installation accessories, etc, cannot be returned. Custom milled items are not returnable and made final once production has started. Any discontinued, Utility Grade, Builders Grade, #3 Common, and Rustic Grade materials are sold As-Is and cannot be returned. If material needs to be shipped back, the customer is responsible for stacking and securing the material back onto the pallet in order to be picked up from a freight carrier. If the original packaging material cannot be used to secure the shipment, the customer is responsible for providing their own material to ensure the product is packaged properly. Freight carriers have the right to refuse shipments if they deem a package is not securely fastened to avoid potential damage. Any damage incurred during transit back to the supplier will be deducted from any credit to the customer. Any claim for shipping damage must be filed by the customer directly with the freight carrier.
Cancellations are also treated case by case and will depend on how far along an order has already been processed. If you choose to cancel an order, you must do so before the items start production, are pulled and packaged, or begin transit from the supplier location to either yours or our own location. This also includes if the material is loaded on a trailer to begin transit but hasn't left, because the material cannot be unloaded if other orders are blocking it. If cancelled after any of these have occurred, fees will be charged or deducted from any credit/refund given. Orders that require material to be sent from a supplier to our own receiving warehouse are considered Non-Stocking items and cannot be cancelled once material begins to transfer.
Any refunds or credits are typically processed back to the original payment method that was used. If a credit card was used, allow 24-72 hours for the banks to process the refund back to your card. If cash, check, or electronic money transfer was used to purchase your order, allow a few days for a check to be generated and mailed to the address you provide.