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 product has been received when ordering online. Local sales start the day payment has been processed. If you'd like to return a product, there will likely be a restocking fee that will be charged by our supplier and will need to be reduced from any refund given to the customer. 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, installation accessories, etc, cannot be returned. Custom milled items are not returnable and made final once production has started. 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 resecure 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 need to have a claim filed by the customer.
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 or begins transit from the supplier location to either yours or our own location. Once these products are received to our warehouse, or even loaded on a trailer to begin transit, there are return shipping costs and restocking fees that will be charged to us and have to be passed along to the customer. Orders that require material to be sent from a supplier to our own receiving warehouse cannot be cancelled once it arrives.
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.