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 by Customer Service. No returns will be accepted without prior written authorization from Artistic Finishes’ Returns Department. CASH REFUNDS WILL NOT BE GIVEN.

Our returns department will respond within 48 hours. DO NOT create a replacement order. Upon claim approval, replacement orders will be created by our returns department.

All claims that do not involve finishing issues must be submitted within 60 days of original ship date. Approved returns must be shipped to and received by Artistic Finishes within 60 days. Returned products will be inspected upon receipt to verify condition and accuracy of the return.

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, 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. No returns will be accepted for any reason for unfinished Enduracor.

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, thereby affecting the EMC (Equilibrium Moisture Content) of these listed species. Due to the uncontrollable characteristics of Acacia, African Mahogany, Bamboo, Brazilian Cherry, Cumaru, European Oak, Kempas, and Tigerwood, we will not accept returns for any product of the species listed other than damage which occurs during shipping. Warping, checking, or delaminating of unfinished components are not covered under the warranty. We highly recommend ordering finished product in these wood species.

Materials in standard 78” lengths which are bowed less than 1” in any direction (or a 48” product with less than 1/2” bow) and can be pressed flush with 10lbs or less of pressure will be installable using our recommended products and methods and are not considered defective. No claims will be approved for material within these tolerances.

There are two ways to access an order and file a claim:

  1. Log in to Artistic Finishes’ website and select the order under “My Orders.”
  2. Log in to Artistic Finishes’ website and use the search bar to find the order using a PO number or web reference number.

At the bottom of the order is a link labeled “Click here to file a claim.”

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

  • Name of rep filing claim
  • Email Address for our rep to reply to
  • Part # (s) of claimed product
  • Quantity of each item being claimed
  • Description of the issue
  • A clear photograph of the product (next to the flooring for color claims)

Returned goods without approval will not be accepted and any subsequent freight charges will be invoiced to the shipper’s account.

Artistic Finishes does not reimburse original freight/shipping costs and is 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 our Returns Team 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.

To submit a claim, click here to begin the returns process.