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Return Policy | Ambient Building Products

Description of restock fees, terms and conditions

General Terms & Conditions

Return Shipping Guide. We strongly recommend that you read our "How-To" Return Shipping Guide if you would like to ship any items back for a refund to understand the packaging requirements before return shipment.
No Returns On Opened Boxes. We do not accept returns on opened boxes due to the risk of potential damage to the flooring planks inside. When a box is opened, it compromises the protective packaging, which can result in dents, scratches, or environmental damage, making the product unsuitable for resale. To avoid issues, please calculate your square footage carefully before opening boxes.
Return Shipping Costs Are The Responsibility Of The Customer. Return shipping costs are the sole responsibility of the customer. Please note return shipping costs may be higher than the initial shipping cost.
Non Returnable Items. We do not accept returns on clearance items, discontinued items, items purchased at auction or from an unauthorized reseller, or custom items. Any returned item that is scratched, dented, altered or damaged in any way will not be refunded. Returned items must be in "as new" condition to qualify for a refund. This includes damage inflicted during return shipment that is a result of improper packaging.
90 Day Return Window. We only accept returns on items within 90 days of the day the order was received by the customer.

Fees: Restock & Cancellations

A 2% cancellation fee applies to orders canceled before shipment and paid for with a credit card. This fee offsets the non-refundable transaction costs incurred from credit card providers.
There are no restocking fees when exchanging unopened boxes for a similar product within 30 days.
There is a minimum 10% restocking fee on all items and a 20% restocking fee on moldings and trim. All items returned must be in new condition or no refund will be issued.
There are no restocking fees on flooring orders that meet our 30 Day Money Back Guarantee terms and conditions. This money back guarantee does not apply to moldings, accessories or installation items.

Warranty Claims & Defective Items

If you think you have received a non-conforming or defective product, the defect must be reported to Ambient within 30 days.
All returns are subject to our warranties, which are linked to at the bottom of our website.
Our warranty only covers defects when they affect more than 5% of the full order quantity in question (this is an industry standard). In cases where exceptions are made and we provide free replacements, we do not cover expedited shipping to meet installation deadlines or schedules. All expedited shipping costs above standard freight or small parcel shipping are the responsibility of the purchaser.

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