Refund policy

Returns, Refunds & Damage Policy

At Norden Floors, we want every order to be handled clearly, fairly, and professionally.

Because hardwood flooring is a natural material and most orders are prepared specifically for each project, customers are responsible for reviewing product specifications, quantities, measurements, delivery requirements, and this policy before placing an order.

By placing an order with Norden Floors, you agree to the terms below, subject to any rights that cannot be limited under applicable law.

Order Cancellations

If you need to cancel or change an order, please contact Norden Floors as soon as possible.

Orders may generally be canceled within 24 hours of purchase, provided they have not already entered processing, fulfillment, production, warehouse preparation, or freight scheduling.

If an order is more than 24 hours old or has entered the fulfillment process, cancellation may no longer be available.

Orders that have already shipped cannot be canceled.

The following are final sale once confirmed:

Held orders
Preorders
Delayed-shipment requests
Custom products
Special orders
Made-to-order products
Custom moldings
Custom stair components
Products specially sourced or produced for a customer

Installation Constitutes Acceptance

All flooring must be inspected before installation.

Customers, contractors, installers, designers, and other project representatives are responsible for confirming that the product is acceptable before installation begins.

Do not install flooring if you notice:

Visible damage
Suspected manufacturing defects
Incorrect product
Incorrect dimensions or specifications
Unacceptable color or appearance
Significant milling concerns
Moisture-related damage
Any other visible condition that may affect the product

If you identify a concern, stop installation and contact Norden Floors before proceeding.

Installation constitutes acceptance of all visible characteristics and conditions that reasonably could have been identified before or during installation.

Flooring that has been installed, cut, nailed, stapled, glued, stained, finished, modified, or otherwise permanently incorporated into a project is not eligible for a standard return.

Installing flooring that is known or reasonably suspected to be damaged, defective, incorrect, or otherwise unacceptable may limit the available remedy.

Return Window

Eligible standard flooring may be returned within 7 days of delivery.

To request a return, contact Norden Floors within 2 business days of receiving your order to obtain a Return Authorization Number (RA#).

Do not return merchandise before receiving written authorization from Norden Floors.

To qualify for a return:

The return request must be submitted within 2 business days of delivery.
The merchandise must be returned within 7 days of delivery.
A valid RA# must accompany the return.
Flooring must remain unopened.
Cartons must remain factory sealed.
Each carton must be complete.
Flooring must not have been installed, cut, modified, altered, stained, finished, or used.
Packaging must be clean, dry, intact, and suitable for resale.
Flooring must have been stored indoors in a dry, climate-controlled environment.
The product must remain in resaleable condition.

Norden Floors may request photographs of the cartons, labels, pallet, packaging, and storage conditions before approving a return.

Receiving an RA# does not guarantee a refund. All returned merchandise remains subject to inspection and final approval.

Norden Floors does not accept unauthorized returns, freight-collect returns, or COD shipments.

Restocking Fees

Approved standard returns are subject to the following restocking fees:

Orders under $1,000: $500 restocking fee
Orders of $1,000 or more: 50% restocking fee

The applicable restocking fee will be deducted from the eligible refund.

Customers are also responsible for all return freight and shipping costs.

Original shipping, freight, delivery, and carrier-related charges are non-refundable unless Norden Floors determines that the return resulted from an approved shipping claim, a covered manufacturing defect, or an error by Norden Floors.

Natural Wood Variation

Hardwood flooring is a natural product. Variation from plank to plank is normal and is part of the character of genuine wood.

Natural variations may include differences in:

Color
Tone
Grain
Knots
Sapwood
Mineral streaks
Texture
Character markings
Surface appearance
Natural filling
Brushing
Finish appearance

These natural characteristics are not considered defects when they fall within the product's intended grade and manufacturing standards.

Product photography, room photography, digital renderings, and samples are representative only and cannot show every variation that may appear throughout a full flooring order.

Lighting conditions, screen settings, surrounding finishes, installation environment, and natural aging may also affect how the flooring appears.

Samples and Color Expectations

Samples are intended to provide a general representation of a product's species, construction, finish, texture, and overall color direction.

Because natural wood varies, a sample cannot guarantee an exact match in:

Color
Grain
Knots
Character
Texture
Tone

Samples and sample planks are final sale and are not returnable.

Customers looking for a very specific appearance should contact Norden Floors before placing a full flooring order.

Recommended Overage

Customers are responsible for determining the correct amount of flooring required for their project.

Norden Floors generally recommends ordering approximately 7–10% additional flooring to account for:

Installation cuts
Waste
Board selection
Site conditions
Future repairs

Projects involving herringbone, diagonal installations, complex room layouts, unusual shapes, or significant board selection may require additional material.

Customers should confirm required quantities with their installer, contractor, architect, or designer before ordering.

Unused flooring remaining after installation is not automatically eligible for return.

We strongly recommend keeping extra flooring from the original order for future repairs or replacement.

Production Runs and Future Matching

Because wood is a natural material, flooring purchased or manufactured at different times may vary in:

Color
Tone
Grain
Character
Texture
Finish
Overall appearance

Norden Floors cannot guarantee that flooring purchased from a future production run will exactly match an earlier order.

For this reason, customers are encouraged to retain extra flooring from the original installation.

Non-Returnable Items

The following are not eligible for standard return:

Samples
Sample planks
Stair nosings
Moldings
Trim
Accessories
Opened flooring cartons
Partial cartons
Loose individual planks
Installed flooring
Cut flooring
Modified or altered flooring
Stained or refinished flooring
Custom products
Special orders
Made-to-order products
Custom moldings
Custom stair components
Held orders
Preorders
Delayed-shipment orders
Clearance products
Final-sale products
Products damaged after delivery
Products stored improperly
Products exposed to moisture or weather
Products exposed to extreme environmental conditions
Products with damaged packaging
Products damaged during return transportation
Products no longer suitable for resale
Merchandise returned without an RA#

These restrictions do not prevent Norden Floors from providing an appropriate remedy for an approved manufacturing defect, freight-damage claim, or incorrect shipment.

Return Shipping

Customers are responsible for all return shipping and freight costs unless Norden Floors confirms that the return is caused by:

A covered manufacturing defect
Shipping damage that makes the affected product unusable
An incorrect item shipped by Norden Floors

Original shipping and freight charges are non-refundable unless otherwise approved by Norden Floors or required by law.

Customers may arrange return transportation using an appropriate carrier.

Norden Floors may also assist with coordinating return freight.

If Norden Floors arranges transportation, the actual return freight cost may be deducted from the refund.

Freight-collect and COD returns are not accepted.

Freight Returns

Flooring returned by freight must be properly palletized and secured for transportation.

Returned merchandise must be:

Properly stacked on an appropriate pallet
Protected at the corners and edges
Securely shrink-wrapped
Properly strapped to the pallet
Protected from moisture
Packaged to withstand normal freight handling

Customers are responsible for preparing the shipment and providing appropriate loading access for the carrier.

Depending on the pickup location, a pallet jack, forklift, loading dock, or other appropriate equipment may be required.

Norden Floors may request photographs of the fully prepared pallet before pickup.

Damage caused during return transportation because of inadequate packaging, palletization, loading, or handling may make the affected merchandise ineligible for refund.

Replacements

Norden Floors will provide an appropriate replacement at its expense when we confirm that the issue resulted from:

A covered manufacturing defect
Shipping damage that makes the affected product unusable
An incorrect item shipped by Norden Floors

Depending on the situation, the remedy may include:

Replacement planks
Replacement cartons
Replacement accessories
Replacement product

If an appropriate replacement is not reasonably available, Norden Floors may refund the purchase price of the affected merchandise.

A problem affecting only part of an order does not automatically qualify unaffected or usable merchandise for refund.

Refunds

Refunds are issued only after authorized merchandise has been received, inspected, and approved by Norden Floors or its designated fulfillment facility.

For approved standard returns, the refund will be based on the eligible product value minus:

Applicable restocking fees
Original shipping charges
Original freight charges
Return freight charges
Expedited shipping charges
Liftgate charges
Inside-delivery charges
Storage charges
Redelivery charges
Reconsignment charges
Address-correction charges
Limited-access charges
Other carrier-related charges associated with the order or return

A refund will not be issued for merchandise that:

Is returned more than 7 days after delivery
Is a special or custom order
Has been opened
Has been used
Has been cut
Has been modified
Has been installed
Has been stained or finished
Has damaged packaging
Is damaged during return transportation
Is returned without an RA#
Otherwise fails to meet the requirements of this policy

Approved refunds will be issued to the original payment method.

Please allow up to 30 days from the date Norden Floors receives the returned merchandise for inspection, approval, and refund processing.

Your bank, credit-card provider, or financial institution may require additional time for the credit to appear.

Freight Delivery Inspection

Flooring shipments are commonly delivered by LTL freight and should be carefully inspected at delivery.

Customers or their authorized representatives are responsible for inspecting the shipment before signing the carrier's Proof of Delivery, delivery receipt, or Bill of Lading.

Before signing:

Confirm the number of pallets.
Confirm the approximate number of cartons.
Inspect the pallet and packaging.
Check for crushed, torn, punctured, wet, or displaced cartons.
Photograph the shipment whenever possible.
Photograph any visible damage.
Record visible damage or shortages directly on the carrier's delivery paperwork.

If visible damage is present, describe it clearly before signing.

For example:

"Three cartons visibly crushed on lower right corner."

"Pallet wrap torn; multiple cartons visibly damaged."

Do not sign the delivery documentation as received without exception if visible damage or shortages are present.

Keep a copy or photograph of the signed delivery paperwork.

Concealed Freight Damage

Some freight damage may not be visible until the pallet or cartons are opened.

If concealed damage is discovered:

Stop using the affected product.
Do not install damaged flooring.
Photograph the affected cartons.
Photograph the damaged flooring.
Photograph product labels.
Retain all damaged materials and packaging.
Contact Norden Floors promptly.

Freight-damage claims should be reported within 48 hours of delivery whenever reasonably possible.

Delays in reporting or failure to document visible damage may affect Norden Floors' ability to investigate the issue or pursue a carrier claim.

Damage Claim Documentation

To evaluate a freight or product claim, Norden Floors may request:

Order number
Customer name
Delivery address
Delivery date
Product name
Quantity affected
Photos of the complete pallet
Photos of the packaging
Photos of affected cartons
Photos of damaged flooring
Photos of carton labels
Signed delivery receipt or Bill of Lading
Written description of the issue
Other reasonable supporting documentation

Do not discard damaged flooring, cartons, pallets, packaging, or freight materials until Norden Floors confirms they are no longer required.

Manufacturing and Warranty Claims

Manufacturing-defect claims are separate from standard returns and may be governed by the applicable Norden Floors written product warranty.

Do not install flooring if you believe it has a visible manufacturing defect.

Claims involving installed flooring may require information regarding:

Installation method
Subfloor conditions
Site conditions
Acclimation
Moisture levels
Temperature
Relative humidity
Adhesives
Fasteners
Maintenance
Installer information

Issues caused by improper installation, improper storage, excessive moisture, environmental conditions, unsuitable site conditions, misuse, neglect, or inadequate maintenance are not considered standard return claims.

Delivery Timelines

Processing, shipping, transit, and delivery dates provided by Norden Floors are estimates unless a specific delivery date has been expressly guaranteed in writing.

Delays may result from:

Freight carrier delays
Weather
Transportation interruptions
Supply-chain disruptions
Warehouse conditions
Natural disasters
Labor interruptions
Incorrect customer information
Delivery-access restrictions
Customer scheduling
Other circumstances outside Norden Floors' reasonable control

A delivery delay does not automatically qualify an order for cancellation, return, or refund.

Delivery Appointments and Access

Customers are responsible for:

Providing a complete and accurate delivery address
Providing valid contact information
Responding to carrier scheduling communications
Ensuring the delivery location is reasonably accessible
Being available for the scheduled delivery
Advising Norden Floors of special delivery requirements before shipment

Additional carrier charges resulting from customer-requested or customer-caused circumstances may be charged to the customer.

These may include:

Missed delivery appointments
Redelivery
Storage
Reconsignment
Address changes
Limited-access delivery
Additional handling
Other carrier accessorial charges

Refused Shipments

Customers should not refuse a freight shipment solely because packaging appears damaged unless instructed to do so by Norden Floors or the carrier.

Visible damage should generally be documented on the delivery paperwork and reported promptly.

Unauthorized refusal of a shipment may result in additional:

Return freight
Storage
Redelivery
Reconsignment
Handling charges

Refusing delivery without authorization does not automatically cancel an order or create a right to a refund.

Unauthorized Returns

Do not return merchandise without first receiving a valid RA# from Norden Floors.

Unauthorized returns may be:

Refused
Returned to the customer
Held pending customer instructions
Subject to additional freight or handling charges

An RA# authorizes the return process only. It does not guarantee a refund.

Payment Disputes and Chargebacks

If you believe there is a problem with an order, shipment, product, return, refund, or payment, please contact Norden Floors so we can review the issue.

If a payment dispute or chargeback is filed, Norden Floors may provide relevant documentation to the applicable payment processor, issuing bank, acquiring bank, card network, or dispute administrator.

This documentation may include:

Order confirmations
Invoices
Product and quantity information
Billing and shipping information
Payment authorization records
Tracking information
Freight carrier records
Proof of Delivery
Signed delivery receipts
Bills of Lading
Delivery photographs
Return and refund records
Policies applicable to the purchase
Customer communications
Claim documentation

Norden Floors reserves the right to contest payment disputes that are inconsistent with available transaction, delivery, return, or refund records.

Nothing in this section limits rights available under applicable law or payment-network rules.

Fraudulent or Abusive Claims

Norden Floors reserves the right to investigate suspected:

Fraud
Material misrepresentation
Altered documentation
Duplicate refund requests
False non-delivery claims
Other abusive claims

Where appropriate, relevant transaction and fulfillment records may be provided to payment processors, financial institutions, carriers, insurers, or other parties involved in evaluating the claim.

This provision does not affect legitimate customer claims.

How to Request a Return or Report a Problem

To request a standard return, contact Norden Floors within 2 business days of delivery.

For freight damage, incorrect products, or other product concerns, contact us as soon as possible.

Please provide:

Order number
Full name
Contact information
Product name
Quantity affected
A clear description of the issue
Relevant photographs or videos
Delivery documentation, when applicable

Do not return merchandise until Norden Floors has issued an RA# and provided return instructions.

Policy Acceptance

This policy forms part of the terms that apply to purchases from Norden Floors.

By placing an order, you acknowledge that you have had an opportunity to review the applicable:

Product information
Shipping terms
Delivery requirements
Return conditions
Refund terms
Related policies

Nothing in this policy limits any rights or remedies that cannot legally be waived.

Returns, refunds, freight claims, product claims, and warranty claims may also be subject to the applicable Norden Floors Terms of Service and written product warranty.