Return Policy for AristaFloors.com
At AristaFloors, we are committed to ensuring you are satisfied with your purchase. We carefully inspect all orders before they are shipped. Please review our return policy below to understand the process and conditions for returns and exchanges.
Receiving Your Order: Damaged or Incorrect Items
1. Damaged Products:
It is common for a small percentage of flooring materials (approximately 2-3%) to incur minor damage during shipping, such as chipped edges. An amount of up to 5% is considered acceptable within industry standards, and these pieces can typically be used for cuts and edges during installation.
If you find that damage exceeds 5% of your order:
- Immediately make a note of the significant damage on the carrier's delivery receipt before signing.
- Take clear pictures of the damaged products and the packaging.
- Contact us right away to report the issue.
2. Incorrect Products:
If you believe you have received the wrong product, please contact us within 3 days of delivery. To help us resolve this quickly, please provide photos of the items you received.
If the error was ours: We will work with you to find the best solution. We can either ship the correct product at no additional cost to you or issue a full refund, including all shipping fees. We will also arrange for the pickup of the incorrect items at our expense.
If the product is correct: If we confirm that the product delivered matches your order, we can still discuss processing a return under our standard policy (see below).
We strongly recommend ordering a sample before placing a full order. Samples are an excellent representation of the product, but please remember that natural materials like stone and wood will have inherent variations in color, shade, and pattern. These are not defects but characteristics of a genuine, nature-made product.