CANCELLATIONS, RETURNS, AND REFUNDS
If you need to cancel an order for any reason, please call us at 1-844-MY-STUGA as soon as possible. Unfortunately, if your order has already entered the shipping process, we will be unable to cancel it. If your order was placed and we are holding your flooring for shipment, it is possible to cancel your order. A 10% fee applies to all orders that are cancelled.
We can only honor returns that are unopened and in their original packaging. In the event you want to return an item, you must contact us within 48 hrs of receipt at 1-844-MY-STUGA to get a Return Authorization Number (RA#). When we issue the RA# we will instruct you where and how to ship it back. You are responsible for all freight costs. We do not accept freight collect, COD shipments or returns of any kind without an RA. A $500 restocking fee applies to all returned flooring and underlayments.
Please note: samples, stair nosings, and moldings are not returnable.
We will ship a new item at our expense when the return is due to one of the following:
1. Defect in merchandise (manufacturer's fault). 2. Damage during shipping that makes the product unusable. 3. If a wrong item shipped (our fault)
All returns must be made within 7 days of receiving the item(s) and must include the RA#.
In the event of a defect, damage beyond the ability to use, or the wrong item sent, we will refund the purchase price if we can not replace the product.
If you change your mind after you receive your order or order the wrong product(s), we will refund the purchase price, minus shipping and a 10% restocking fee — if your item(s) are not one or more of the following:
1. More than 7 days old after receipt. 2. A special and/or custom order. 3. Any items which have been opened, used, cut, modified, installed or applied. 4. Items that have damaged packaging, including damage that happens in transit back to us or the manufacturer. 5. Returned without an RA#
If your product(s) have been opened, used, etc., you may still be able to return them. If your return is approved for return and issued an RA#, we will refund the purchase price.
If the items you want to return for a refund require shipping by freight due to their weight and/or size, you will have to palletize them and use a freight shipping company to return them. "Palletize" means putting the items on a pallet, using corner protectors, shrink wrapping them to each other, and strapping them to the pallet. You also will have to arrange to load the pallet into the shipping company's truck with a pallet jack.
Once the return is received, refunds will be given according to the method of your original payment. Please allow at least 30 days from the date we receive your item to process the return.
Keep in mind it's always wise to keep some extra product, such as a box of flooring, for future repairs or replacement.