Refund policy

Refund & Return Policy – Flooring Products

Returns

Our policy lasts 30 days from the date of purchase. If more than 30 days have passed since your purchase, we cannot offer a refund or exchange.

To be eligible for a return:

  • Flooring must be unused, in the same condition you received it, and in the original, unopened packaging.

  • All returns are subject to a 15% restocking fee.

  • You are responsible for all freight/shipping costs to return the product.

Refused Freight

If you refuse delivery for any reason other than visible transit damage properly notated on the delivery receipt, you will be responsible for:

  • All return freight charges (the cost to ship the product back to us)

  • A 15% restocking fee

These charges will be deducted from your refund.

Non-Returnable Items

We do not accept returns on:

  • Special orders or custom-cut products

  • Clearance or sale items

  • Installed or partially installed flooring

  • Opened boxes or cartons of flooring

Proof of Purchase

A receipt or proof of purchase is required for all returns. Please do not send your purchase back to the manufacturer.

Damage Claims Process

We take every precaution to ensure your order arrives in good condition, but freight damage can occur. To protect your claim rights:

  1. Inspect the shipment at delivery. If there is visible damage, it must be noted on the delivery receipt before signing.

  2. Document the damage with clear photos showing:

    • Damaged areas

    • The total number of damaged boxes/cartons

  3. Notify us within 5 business days of delivery at firstchoicekg@gmail.com with:

    • Photos of damage

    • Delivery receipt with damage notation

    • Order details and number of damaged boxes

We will file the freight damage claim on your behalf.

Important Notes:

  • The claims process is handled by the freight carrier under National Motor Freight Classification (NMFC) guidelines and can take 90–180 days to resolve.

  • Retain all damaged material until the claim is fully processed, as the carrier may require inspection.

Refunds

Once your return is received and inspected, we will notify you of the approval or denial of your refund. Approved refunds will be processed to your original method of payment within a certain number of days, less the 15% restocking fee and any applicable return freight charges.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at firstchoicekg@gmail.com and send your item to:
560 Johnson Road, Chatsworth GA 30705, United States

Shipping Returns

To return your product, mail it to:
560 Johnson Road, Chatsworth GA 30705, United States

You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend using a trackable shipping service or purchasing shipping insurance for returns over $75. We are not responsible for returns lost in transit.