Return Policy | Ambient™ Floors & Building Products

Description of Restock Fees, Terms, and Conditions

General Terms & Conditions

90-Day Return Window: Returns of unopened and resalable items are accepted within 90 days of the order delivery date. Please ensure the items meet all return conditions outlined below.
Return Shipping Guide: Customers are advised to read our "How-To" Return Shipping Guide before returning items to ensure proper packaging and avoid damage during transit.
No Returns on Opened Boxes: Opened boxes are not eligible for return as the protective packaging is compromised, increasing the risk of damage to flooring planks. Calculate your square footage carefully before opening boxes.
Return Shipping Costs: Customers are responsible for all return shipping costs. Please note that return shipping fees may exceed the initial shipping costs due to packaging or carrier requirements.
Non-Returnable Items: The following are not eligible for return: clearance, discontinued, or custom items; items purchased at auction or through unauthorized resellers; products that are scratched, dented, altered, or damaged, including damage caused by improper return packaging.
Returned Item Condition:. All returned items must arrive in "as new" condition to qualify for a refund.

Cancellation Fee: Orders canceled prior to shipment (including orders out of incoming shipments) are subject to a 3% cancellation fee if payment was made by credit card. This fee offsets non-refundable transaction charges assessed by credit card processors.
Long-Term Storage: Non-Refundable After 6 Months: Orders that have been held in storage for more than six (6) months are not eligible for cancellation or refund. This policy accounts for the ongoing costs of storage and handling, as well as the reservation of inventory that has been unavailable for sale to other customers throughout that time.
Exchanges: No restocking fees apply to exchanges of unopened boxes for a similar product within 30 days.
Restocking Fees: A minimum 10% restocking fee applies to all returned items. A 20% restocking fee applies to moldings and trim. Returned items must be in new condition. Refunds will not be issued for items that are damaged, altered, or otherwise unsellable.
30-Day Money-Back Guarantee: Flooring orders that meet our 30-Day Money-Back Guarantee terms and conditions are exempt from restocking fees. Note: This guarantee does not cover moldings, accessories, or installation items.

Defective Product Reporting: If you receive a defective or non-conforming product, notify us within 30 days. Include photos and a detailed description of the issue to expedite resolution.
Warranty Coverage: All returns are subject to the terms outlined in our warranties, which are accessible via links at the bottom of our website.
Defect Threshold: Warranties cover defects affecting more than 5% of the total order quantity (an industry standard). In cases where exceptions are made and free replacements are provided, expedited shipping to meet deadlines or schedules is not covered. Customers are responsible for any additional expedited shipping costs above standard freight or small parcel shipping.