Return & Cancellation Policy

All Kapriz Hardwood Floors orders are treated as special orders from the manufacturer’s warehouse. All sales are final.

What Kapriz Always Covers – at No Cost to You

Call (408) 753-3220 immediately for any of the following and we handle the replacement or refund.

Manufacturing defects – split edges, finish or color errors, wrong dimensions, click-system failures from the factory
Wrong product shipped – not the SKU on the purchase order
Damage documented at delivery – when the damage is noted on the delivery receipt before the driver leaves the site

Why Flooring Is Different from Other Retail

Returning a flooring pallet is a multi-step chain – customer handling, freight pickup, transit, supplier dock receipt, supplier inspector review, restocking negotiation. Any step can produce damage that voids the return or reduces the refund. Return freight on a residential pallet runs $300-800, and Kapriz Hardwood Floors carries the financial risk when the supplier rejects the condition after shipment. That’s why returns are not accepted by default.

Individually-Approved Returns

A return may be approved in writing on a case-by-case basis. Approval requires written confirmation before any product is shipped back. Verbal agreements are not valid.

When Approved, These Terms Apply

Minimum 25% restocking fee on the product cost
Customer pays all original delivery charges, return freight, and any supplier handling fees – deducted from the refund
Must be in the original unopened cartons, undamaged

Never Eligible for Return

Opened cartons
Custom orders
Closeouts
Discontinued runs
Color-matched specials

Options for Large Orders with Color-Matching Concerns

For customers planning large projects with specific color or batch-tone requirements, Kapriz offers a refundable-deposit sample loan and, for select suppliers, a single-carton verification path ahead of the full order. If either applies to your project, call (408) 753-3220 – we’ll walk through what’s available for your chosen product.