Returns, Cancellations, and Claims

Cancellations and changes

Contact us immediately. A request is effective only when James Flooring confirms it in writing. Orders already accepted, allocated, cut, produced, transferred, or shipped may be non-cancellable or subject to supplier charges, freight, restocking fees, and other actual costs. Custom, cut, clearance, discontinued, closeout, special-order, and specially transferred material is final sale except where law requires otherwise.

Customer-choice returns

Contact us within 14 calendar days after delivery. A written return authorization is required. Unless otherwise approved, a return must total at least 250 square feet of the same product and dye lot and be unopened, uninstalled, undamaged, and in original saleable packaging. Approved customer-choice returns are subject to a 20% restocking fee plus outbound, return, and accessorial freight. Original freight is not refundable. Refunds are issued to the original payment method after inspection and authorized deductions.

Shipping damage and shortages

Inspect before signing. Write specific visible damage and shortages on the carrier's delivery receipt/BOL/POD, photograph the wrapped shipment and completed receipt, and retain a copy. Report visible issues the same day and concealed damage within 48 hours. Preserve the product and packaging and do not install affected material. Prompt notice protects evidence and does not reduce a non-waivable legal deadline.

Wrong item, defect, or warranty concern

Verify labels and visually inspect and dry-lay enough material before installation. Stop immediately if style, SKU, color, lot, dimensions, appearance, or condition is wrong or questionable. Send photographs of product, packaging, labels, receipt, and affected quantities. Manufacturer warranty and installation requirements apply. Installation may constitute acceptance of visible conditions, except for latent defects and rights that cannot legally be waived.

Claim remedies

We investigate documented claims and coordinate with the carrier or manufacturer. Depending on the validated claim and law, the remedy may be repair, replacement, credit, or refund for affected material. Do not incur labor, disposal, or other costs expecting reimbursement without written authorization.

Contact before a payment dispute

Contact James Flooring first and provide a reasonable opportunity to investigate and provide the remedy required by this policy and law. This does not waive non-waivable rights or prevent a good-faith report of unauthorized card use.