Our promise

Flooring is a big purchase and you should not have to gamble on it. Order five samples for $10 before you commit — we credit the $10 back on your order. If something still goes wrong, this is exactly what we do about it.

Damaged or defective material

Inspect every pallet before you sign for it. If material arrives damaged, or if you find a manufacturing defect, contact us within 48 hours of delivery at akafloorusa@gmail.com or (856) 236-9957 with photos of the damage, the packaging and the shipping label.

We replace defective or damaged material at no cost to you, including freight. If a replacement is not available we refund that material in full.

Returns of undamaged material

You may return unopened, uninstalled full boxes within 30 days of delivery.

• Boxes must be unopened, dry, and in original packaging.
• A 25% restocking fee applies. This covers inspection, repalletizing and returning the material to sellable inventory.
• Return freight is arranged and paid by the customer. We can quote it for you.
• Partial boxes, cut material and opened boxes cannot be returned.

What we cannot take back

• Installed material. Installation is acceptance. Wood is a natural product and variation in color, grain and character is normal — that is why we send samples. Once a board is nailed, glued or clicked down it cannot be returned.
• Made-to-order and special-order product, including the Luxury European Oak collections, which are produced for your order.
• Samples, which are already sold at below cost.
• Clearance and closeout material, which is sold as-is and marked as final sale on the product page.

Before you install — please read

Check the species, color, width, finish and quantity against your order before installation begins, and acclimate the material per our installation instructions. Claims for visual defects are not accepted after installation. If anything looks wrong, stop and call us.

How to start a return

1. Email akafloorusa@gmail.com or call (856) 236-9957 with your order number.
2. We issue an RMA number and the return address. Material sent back without an RMA cannot be processed.
3. Ship the material back, or ask us to quote the return freight.
4. Once the material is received and inspected, we refund to your original payment method within 10 business days.

Order cancellations

Cancel any order at no charge before it ships. Once a pallet has left the warehouse the return policy above applies.

Warranty

Our prefinished floors carry a 25-year residential finish warranty. The warranty is separate from this return policy — see Guarantee for the full terms.

Questions

AKAFLOOR INDUSTRIAL LLC
180A Wheeler Court, Langhorne, PA 19047
Phone: (856) 236-9957
Email: akafloorusa@gmail.com
Monday to Friday, 11am to 5pm Eastern