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Customer Satisfaction Guarantee

The customer comes first -- this is our company philosophy. Open communication is the most effective way to ensure Total Customer Satisfaction. In accordance with our belief, we have instituted the following policies to ensure clear communication with our customers. It is our hope that these key policies will enable us to attain the highest customer satisfaction in the business.

• In the event of a claim, the customer is responsible for supplying us with product samples via UPS and/or digital or normal photographs showing the problem before any credit or claim can be processed. If the product does have a manufacturing defect, the UPS charges for sending the sample materials will be refunded in full.
• If the samples or photographs cannot identify the problem(s), a certified inspector will be called in to look at the floor.
• The certified inspector will analyze the reported problem and issue a report on his/her findings. If the product has a manufacturing defect, we will replace the product material at no cost, including shipping of the replacement product and return of the defective one. In the case of discontinued or unavailable products, a product of similar price and quality may be used as a substitute.
• If the certified inspector does not find a manufacturing defect with the product, the customer will pay the entire cost of inspection.
• Labor costs will not be covered for materials that have already been installed.
• After opening no more than three (3) cartons, if you notice a possible defect, STOP! Contact your sales representative right away. Do not continue with the installation. We will not issue credit for products that were opened after the first three cartons in the event of a product defect. For items damaged by a carrier, claim information must be received within 15 business days of the delivery date.

Products not installed correctly will not be considered defective. Responsibility for final inspection and approval falls to the customer and installer prior to permanent installation. It is the installer's responsibility to check color, finish and quality before installation. If your installer is not satisfied with the flooring prior to installation, then do not install the floor and contact us right away. We are not responsible for any costs associated with repairing or replacing boards that were installed with evident defects.