RETURN POLICY

Silk Road Hardwood is committed to providing high-quality engineered hardwood flooring and a transparent, customer-first experience. While all purchases are considered final due to the nature of our factory-direct model, we understand that circumstances may arise where a return is requested. This policy outlines the terms under which a return may be accepted.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

• The request is submitted within 30 days of the original delivery date.
  
  
• The product is unused, uninstalled, unopened, and in its original packaging.
  
  
• The material has not been cut, altered, or stored in poor conditions.
  
  
• Products are standard items — not custom color, custom size, or made-to-order.
  
  
• Returns are limited to full boxes only — partial boxes or individual planks will not be accepted.
  
  
• The return is pre-approved by Silk Road Hardwood, and return instructions have been followed.
  
  

We do not accept returns for:

• Installed, damaged, opened, or modified material
  
  
• Flooring stored outside recommended environmental conditions
  
  
• Partial box returns or cut material
  
  
• Samples, moldings, trim accessories, or adhesives
  
  
• Custom orders including special sizes, finishes, or non-standard SKUs
  
  
• Products purchased through unauthorized dealers, resellers, or liquidation sales
  
  

Return Process

To initiate a return, please contact our team at support@silkroadhardwood.com with the following:

• Your original order number
  
  
• A list of the items you wish to return
  
  
• Clear photos showing the product condition and packaging integrity
  
  

Once approved, you will receive return shipping instructions. Return shipping must be completed within 14 days of approval. Returned items will be inspected before any refund is issued.

Please note:

• Customers are responsible for arranging and covering the cost of return freight shipping
  
  
• Silk Road Hardwood does not provide return pallets, packing materials, or freight kits
  
  
• Flooring must be returned in saleable, like-new condition; products damaged in return transit will not be refunded
  
  

Fees & Refunds

All approved returns are subject to the following deductions:

• 25% restocking fee, deducted from your refund total
  
  
• All return shipping costs, to be arranged and paid by the customer
  
  

Original shipping and delivery charges are non-refundable. Refunds will be processed within 10–14 business days of receiving and inspecting the return.

Important Notes

• We recommend holding onto your original pallet and packaging until installation is complete in case a return becomes necessary.
  
  
• All returns must be pre-authorized — unauthorized returns will not be accepted or refunded.
  
  
• Ineligible items will be refused or disposed of at the customer’s expense.
  
  
• Returns are not accepted after 30 days from delivery, for any reason.