Refund policy

# ABQ Flooring Solutions LLC
# Return & Refund Policy

**Effective Date: July 1, 2024**

## Table of Contents
1. General Policy Overview
2. Return Eligibility
3. Non-Returnable Items
4. Material-Specific Return Policies
5. Damage Claims & Defective Products
6. Return Process
7. Shipping Guidelines
8. Refund Process
9. Cancellations
10. Special Circumstances
11. Contact Information

## 1. General Policy Overview

ABQ Flooring Solutions LLC maintains a 30-day return policy for eligible products. The return period begins on the date of delivery, as documented by our delivery records. This policy is designed to ensure customer satisfaction while maintaining industry-standard practices for specialty flooring materials.

### 1.1 Policy Scope
- Applies to all non-custom flooring materials
- Covers both residential and commercial purchases
- Subject to material-specific conditions
- Excludes special orders and custom-manufactured items

### 1.2 General Conditions
- All returns must be initiated within 30 days of delivery
- No returns accepted after 30-day period
- Original invoice required for all returns
- Inspection required before return authorization
- All returns subject to inspection upon receipt

## 2. Return Eligibility

### 2.1 Basic Requirements
- Product must be in original, unopened packaging
- All original labels and tags must be attached
- Material must be in resalable condition
- No visible damage or alterations
- Original proof of purchase required
- Products must not have been installed or modified

### 2.2 Documentation Required
- Original sales receipt or invoice
- Original delivery documentation
- Return Authorization (RA) number
- Completed return form
- Photos of product (if requested)

## 3. Non-Returnable Items

The following items cannot be returned under any circumstances:
- Custom-ordered materials
- Cut materials or partial rolls
- Clearance or final sale items
- Discontinued products
- Installation supplies
- Opened adhesives or sealants
- Used or installed products
- Products marked as non-returnable at time of sale
- Promotional items
- Sample materials

## 4. Material-Specific Return Policies

### 4.1 Carpet
- **Under 50 linear feet**
  - No returns accepted
  - No exceptions
- **Over 50 linear feet**
  - 25% restocking fee applies
  - Must be in original packaging
  - Must be full rolls only
  - Customer pays return shipping
  - Original freight costs charged both ways
  - Must pass inspection upon return

### 4.2 Carpet Tile
- **Minimum Return Quantity**
  - 100 square yards or
  - 20 complete boxes
- **Conditions**
  - 25% restocking fee applies
  - Original packaging required
  - Full boxes only
  - No partial box returns
  - Customer responsible for return shipping
  - Double freight charges apply

### 4.3 Hard Surface Flooring
- **Orders under 250 square feet**
  - No returns accepted
- **Orders over 250 square feet**
  - 25% restocking fee
  - Must be complete boxes
  - Original packaging required
  - No partial boxes accepted
  - Customer pays return shipping
- **Accessories**
  - TotalWorx products non-returnable
  - No returns on trim pieces
  - No returns on installation materials

### 4.4 Tile Mosaics and Bullnose
- **Under 40 pieces**
  - No returns accepted
- **Over 40 pieces**
  - 25% restocking fee
  - Must be in original packaging
  - Full boxes only
  - No broken or partial boxes

### 4.5 Special Categories
- **Promotional Goods**
  - No returns accepted
- **Non-Standard Products**
  - No returns accepted
- **Discontinued Items**
  - No returns accepted
- **Custom Orders**
  - No returns accepted

## 5. Damage Claims & Defective Products

### 5.1 Inspection Requirements
- Inspect all products immediately upon delivery
- Document any damage with photos
- Report issues within 48 hours of delivery
- Retain all packaging materials
- Do not install damaged product

### 5.2 Hidden Defects
- Report within 7 days of discovery
- Must be reported before installation
- Photographic evidence required
- Manufacturer inspection may be required

### 5.3 Shipping Damage
- Note damage on delivery receipt
- Take photos before signing
- Retain all packaging
- Report within 24 hours
- Claims must include photos

## 6. Return Process

### 6.1 Initiating a Return
1. Contact customer service at inquiries@abqflooring.shop
2. Provide order number and return reason
3. Submit required photos
4. Await Return Authorization (RA)
5. Follow packaging instructions

### 6.2 Return Authorization
- Valid for 10 business days
- Must be clearly marked on return shipment
- Non-transferable
- Subject to cancellation if not used

### 6.3 Packaging Requirements
- Original packaging preferred
- Secure packaging required
- Clear labeling required
- RA number must be visible
- Multiple box returns must be numbered

## 7. Shipping Guidelines

### 7.1 Return Shipping
- Customer responsible for return shipping costs
- Must use insured carrier
- Tracking required
- No COD shipments accepted
- Proper packaging required

### 7.2 Refused Shipments
- Subject to additional fees
- Original shipping charges non-refundable
- Return shipping charges apply
- 25% restocking fee applies
- May affect future ordering privileges

## 8. Refund Process

### 8.1 Refund Timeline
- Initial inspection: 3-5 business days
- Refund processing: Up to 15 business days
- Bank processing: 2-10 additional business days

### 8.2 Refund Methods
- Original payment method only
- Store credit for special cases
- No cash refunds
- Partial refunds for damaged returns

### 8.3 Refund Calculations
- Original purchase price minus:
  - Restocking fees
  - Shipping charges
  - Handling fees
  - Damage deductions (if applicable)
  - Missing component charges

## 9. Cancellations

### 9.1 Order Cancellation
- Before shipping: Full refund
- After shipping: Subject to return policy
- Custom orders: Non-cancellable
- Special orders: Non-cancellable

### 9.2 Cancellation Fees
- Processing fee may apply
- Shipping charges if applicable
- Restocking fee if shipped

## 10. Special Circumstances

### 10.1 Bulk Orders
- Special return conditions may apply
- Custom agreements required
- Modified restocking fees possible

### 10.2 Commercial Returns
- Subject to contract terms
- Special handling requirements
- Modified timelines may apply

### 10.3 Force Majeure
- Policy adjustments for circumstances beyond our control
- Modified timelines when applicable
- Special handling procedures

## 11. Contact Information

For all return-related inquiries:
- Email: inquiries@abqflooring.shop
- Phone: 505-400-0232
- Hours: Monday - Friday 9:00am - 5:00pm (MST)
- Address: 5600 McLeod Rd NE E, Albuquerque, NM 87109

---

*This policy was last updated on July 1, 2024. ABQ Flooring Solutions LLC reserves the right to modify this policy at any time. Any modifications will be effective immediately upon posting the updated policy on our website.*