About

Returns Policy

Artistic Finishes’ products received by customers that are deemed unsatisfactory, due to a defect in quality or workmanship, may be returned for replacement or credit.

We do not accept returns on product already installed. No reimbursement will be given on freight/shipping costs from the original order. The return freight/shipment costs will be covered by Artistic Finishes when you use the shipping label provided with the Returned Goods Authorization (RGA) number. No returns will be accepted without prior written authorization from Artistic Finishes’ Returns Department. CASH REFUNDS WILL NOT BE GIVEN.

Natural and Unfinished Product: Wood is a natural product and subject to variation in color, character, and grain. Due to the organic nature of wood variations we do not accept returns for unfinished or natural prefinished products due to color, character or grain complaints. Natural prefinished product is defined as raw wood product with a clear gloss or oil applied.

Unfinished Exotic Notice: Unfinished exotic species are more prone to warp, check or delaminate when not stained or treated with a top-coat on site at our warehouse. Staining and top-coating product helps protect it against changes in humidity. Uncontrollable circumstances happen when product is exposed to short or long term moisture swings involving the relative humidity, whereby affecting the EMC (Equilibrium Moisture Content) of these listed species. Due to the uncontrollable circumstances of the following unfinished species, we will not accept returns for any product of the species listed other than goods damaged during shipping. All warping, checking, or delaminating of various engineered or solid wood components are not covered under the warranty. Finishing exotic species at our warehouse stabilizes the exposure to moisture. We highly recommend ordering finished product in these wood species. See the full list online.

If you would like to request a return, there are two ways to access your order and initiate your claim.

  1. If you know your Artistic Finishes order number, you can search your order history list under My Orders once you are logged into your online account. Select the correct order number to open the order.
  2. If you do not know your Artistic Finishes order number, you can use the search bar provided by entering your purchase order number and selecting the correct order number.

Once you have located and accessed the order you wish to file a claim against, click on the "Submit a Claim" link located below the order summary at the bottom of the order page.

Before beginning the return request process, please ensure you have the following information:

  • Your Name
  • Your Email Address
  • Part # (s) of the product you are filing a claim for
  • Quantity of each item you wish to return
  • Description of the issue
  • A clear photograph of the product (next to the flooring for color issue claims)

 

You will receive a response regarding your claim within 24-48 hours.  DO NOT create a replacement order until you are contacted by our Returns department and receive an RGR authorization. Upon approval, replacement orders must be made by phone with one of our Customer Service representatives.

All RGR's that do not involve finishing issues must be submitted within 30 days of original ship date. Once your RGR is approved, you have an additional 30 days to ensure all returning product covered by the RGR is received by Artistic Finishes. The RGR number must be displayed prominently on the outside of the return packaging. Returned products will be inspected upon receipt to verify condition and accuracy of the return.

Returned merchandise must be shipped by the nominated carrier using the shipping label provided with the RGR. Because of the possibility of hidden damage claims, all returned product must be shipped by one of the freight carriers designated by the RGR. In the event of hidden damage claims, our Returns Department will immediately notify the sender so that they can file a freight claim.

Returned good without an approved RGR will not be accepted and any subsequent freight charges will be invoiced to the customer’s account.

We do not reimburse original freight/shipping costs and are not liable for any labor, installation or re-work costs. In the case of an issue due to a defect in quality or workmanship, if a replacement order is required, Artistic Finishes will pay standard freight/shipping charges to re-ship the product. Please place replacement orders through Customer Service and not online.

Returns once inspected may not receive clearance for a credit and in which case the customer will be notified, requested to pay for the return freight and asked to advise disposition of the returned goods.

Please note that return requests for items ordered by mistake or in cases where the purchaser/customer has changes their mind will not be accepted. Please see our cancellation policy.

If you would like to submit a claim, click here to begin the returns process.