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. If your order is more than 24 hours old or has already entered the fulfillment process, we are unable to cancel it.
Please note that installation is acceptance. Prior to installation, you are responsible for determining whether a product is acceptable. Given that wood is a natural product, every floor will have variation in color and character. Once a floor is installed, we cannot offer refunds or discounts for replacement flooring.
All returns must be made within 7 days of receiving the item(s) and must include the RA#. In the event you want to return an item, please call us within two business days of receipt at 1-844 MY STUGA to get a Return Authorization Number (RA#). 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 underlayment.
Please note: samples, stair nosings, and moldings are not returnable.Replacements
We will ship a new item at our expense when the return is due to one of the following:
- defect in merchandise (manufacturer's fault)
- damage during shipping that makes the product unusable
- wrong item shipped (our fault)
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.
We will refund the purchase price, minus shipping — if your item(s) are not one or more of the following:
- more than 7 days old after receipt
- special and/or custom orders
- items which have been opened, used, cut, modified, installed or applied
- items that have damaged packaging, including damage that happens in transit back to us or the manufacturer.
- returned without an RA#
Freight Returns: 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 or forklift.
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.