Effective Date: April 17, 2025

These Terms and Conditions (the “Terms”) govern your access to and purchase from Silk Road Hardwood, a company registered and operating in British Columbia, Canada. By using our website (www.silkroadhardwood.com), placing an order, or interacting with our products or services, you agree to be legally bound by these Terms and our Privacy Policy.

Please read carefully. If you do not agree to these Terms, you must not access our website or proceed with any purchase.

1. DEFINITIONS

For the purpose of these Terms:

• “Silk Road Hardwood” refers to our company, its employees, affiliates, suppliers, and agents.

   

• “You” or “Your” means the customer, purchaser, visitor, or user.

   

• “Site” refers to www.silkroadhardwood.com.

   

• “Goods” refers to any flooring materials, accessories, samples, or services purchased from Silk Road Hardwood.

   

• These Terms, together with our Warranty, Installation Guide, Return Policy, and Privacy Policy, form the complete Agreement between you and Silk Road Hardwood.

   

2. PRODUCT DISPLAY AND PRICING

2.1. Website Content and Visual Representation

At Silk Road Hardwood, we aim to provide accurate, up-to-date information regarding all products listed on our website. However, we do not warrant that product descriptions, images, specifications, pricing, or availability are error-free, complete, or current at all times. All content on our website is subject to change without prior notice.

While we make every effort to visually represent the natural beauty of our flooring, we cannot guarantee that the color, texture, grain, or finish of the products as displayed on your screen will perfectly match the physical product. Variations in monitor settings, lighting conditions, and individual wood characteristics may result in differences between what is seen online and what is delivered.

Due to the inherent uniqueness of hardwood, each plank may feature natural variation in tone, grain, knots, mineral streaks, and sheen. Samples or product photos should be viewed as a general representation — not an exact match.

You are solely responsible for ensuring that any product you purchase from Silk Road Hardwood complies with all applicable local, regional, and national building codes, HOA restrictions, or regulatory standards in your jurisdiction. Our products are designed for residential flooring use in Canada and the United States unless otherwise specified. We do not guarantee regulatory compliance in other countries or territories outside of North America. Silk Road Hardwood shall not be held liable for any claims, penalties, or issues arising from installation or use of our products in areas with differing codes, environmental standards, or import restrictions.

2.2. Pricing Accuracy and Conditions

All prices listed on the Silk Road Hardwood website are displayed in Canadian Dollars (CAD) by default unless explicitly stated otherwise. Prices are subject to change at any time without prior notice. Displayed prices do not include applicable taxes, shipping charges, customs duties, brokerage fees, handling, or other delivery-related costs unless clearly indicated.

Adding a product to your cart does not reserve pricing or availability. Prices and inventory levels may change between the time an item is added to your cart and when you complete checkout. We reserve the right to correct any errors in pricing, product descriptions, or stock status, and to cancel or amend any order affected by such errors. In the event of a discrepancy, we will notify you promptly and provide the option to proceed with the revised order or cancel for a full refund. We are not obligated to honor inaccurate pricing caused by typographical, technical, or human error.

If you are purchasing from outside Canada, such as the United States or another international location, your final charge may be subject to currency conversion by your financial institution. Your payment provider may apply its own exchange rate and foreign transaction fees. Silk Road Hardwood is not responsible for any additional costs incurred due to currency conversion or cross-border processing.

 

3. ORDER ACCEPTANCE, CUSTOM & SPECIAL ORDERS

3.1. Order Confirmation and Acceptance

All orders placed through the Silk Road Hardwood website or directly with our representatives are subject to final acceptance by Silk Road Hardwood. An order is only considered confirmed once a written acknowledgment has been issued via email. We reserve the right to decline, cancel, or limit any order at our sole discretion for reasons including, but not limited to:

• Product unavailability or discontinuation

   

• Incomplete, delayed, or failed payment authorization

   

• Errors in pricing, product information, or typographical mistakes

   

• Suspected fraud, abuse, or resale activity

   

• Shipping restrictions or legal/regulatory compliance issues

   

Order confirmations sent automatically via our website or email do not signify acceptance of your order, nor do they constitute a binding agreement until we issue formal confirmation.

3.2. Custom and Special Orders

Any order that includes non-standard items—such as custom colors, finishes, plank sizes, or made-to-order products—is considered a Custom or Special Order. All such orders are:

• Final sale upon written acceptance and payment confirmation

   

• Non-cancellable and non-refundable once production has commenced or materials have been allocated

   

• Not eligible for return, credit, or exchange under any circumstances unless expressly agreed in writing by Silk Road Hardwood

   

Please ensure all specifications are reviewed and approved prior to payment. Lead times may vary and are subject to change based on production capacity and logistics.

 

4. ORDER CHANGES & CANCELLATIONS

4.1. Order Changes

Changes to standard (non-custom) orders may be permitted if requested prior to shipment, subject to the following conditions:

• All change requests must be submitted in writing to: support@silkroadhardwood.com

   

• Changes may result in additional charges, including but not limited to adjustments in product pricing, shipping, handling, and restocking

   

• Modifications may cause delays in fulfillment or delivery dates

   

• All changes must be reviewed and confirmed in writing by Silk Road Hardwood before taking effect

   

We reserve the right to reject any modification requests that are not feasible, have entered final fulfillment processing, or affect order integrity.

4.2. Order Cancellations

You may request to cancel your order before it ships. Cancellations are only valid if:

• The order has not yet left our fulfillment partner’s facility

   

• The request is made in writing and acknowledged by Silk Road Hardwood

   

Once the product has shipped or is in transit, the order will be treated as a return, subject to our Return Policy, including any applicable restocking fees and return shipping charges.

Cancellations for orders that have already shipped are not guaranteed, and refused deliveries may be subject to additional charges.

 

5. PAYMENT TERMS

5.1. Payment Requirements

Full payment is required at the time of order placement unless otherwise agreed to in writing by Silk Road Hardwood. We do not begin fulfillment or hold inventory until payment is received in full.

Accepted payment methods include:

• Major credit cards (Visa, Mastercard, American Express)

   

• E-transfers or wire transfers

   

• Third-party payment processors (e.g., Stripe, PayPal)

   

• Other methods as approved in writing by Silk Road Hardwood

   

All prices are listed in Canadian Dollars (CAD) unless stated otherwise. Taxes, shipping, duties, and handling fees will be added at checkout or invoiced separately where applicable.

5.2. Custom & Container Orders

For Custom Orders and Full Container Orders, the following payment structure applies unless explicitly negotiated otherwise:

• 50% deposit is required to initiate production or reserve container space

   

• Remaining 50% balance must be paid in full prior to shipment or final delivery release

   

Failure to pay the remaining balance may result in shipment delays, storage charges, or cancellation of the order (with forfeiture of deposit).

5.3. Sales Tax & Duties

The customer is responsible for all applicable sales tax, duties, customs, and import fees based on their delivery location. These charges are not included in product pricing unless explicitly stated.

For U.S. or international shipments, duties and customs brokerage fees may be assessed by the carrier or customs authorities and are the sole responsibility of the purchaser.

5.4. Invoices & Currency

Invoices are issued electronically and are considered binding once acknowledged. All invoices and charges will be in Canadian currency (CAD), unless specified otherwise at the time of sale.

5.5. Non-Payment & Chargebacks

Failure to remit full payment, or initiating a chargeback or reversal without prior written approval, constitutes a breach of these Terms. In such cases, Silk Road Hardwood reserves the right to:

• Cancel or withhold shipment of goods

   

• Recover collection costs, legal fees, and damages

   

• Report delinquent accounts to credit reporting agencies or pursue legal action

   

All disputes must follow the resolution process outlined in the Dispute Resolution section of this document.

 

6. SHIPPING, FULFILLMENT & DELIVERY

6.1. General Shipping Policy

Silk Road Hardwood ships flooring products to street addresses across Canada and the continental United States. We do not ship to P.O. boxes, freight forwarders, or unverified third-party locations.

All shipping timelines are estimates only and are subject to change. While we strive to meet delivery expectations, delays may occur due to:

• Weather conditions

   

• Customs clearance

   

• Carrier disruptions

   

• Port congestion

   

• Force majeure or other events beyond our control

   

We do not guarantee specific delivery dates unless a custom quote and delivery service has been pre-arranged and confirmed in writing.

6.2. Delivery Address and Access Requirements

Your order will be delivered to the shipping address provided at checkout, as indicated on your invoice. You are responsible for ensuring:

• The address is accurate, accessible, and clearly marked

   

• Delivery is not obstructed by construction, landscaping, or restricted vehicle access

   

• Any special delivery instructions are provided at time of order

   

If delivery cannot be completed due to address inaccessibility, refusal, or inaccurate information, re-delivery fees or return charges may apply.

6.3. Curbside Delivery Standard

All shipments are delivered curbside by default. This means:

• The product will be delivered as close to the curb or driveway as safely possible

   

• The driver is not responsible for bringing materials inside or upstairs

   

If you require additional services, such as:

• Inside delivery

   

• Liftgate service

   

• Scheduled appointments

   

• Residential delivery with limited access
  You must request and confirm these in advance. Additional fees may apply and will be billed prior to scheduling.

6.4. Receiving Your Delivery

It is your responsibility (or your designated receiver’s) to inspect the shipment immediately upon arrival.
You must:

• Count all pallets and boxes

   

• Note any visible damage, shortage, or irregularities on the delivery receipt before signing

   

• Take clear photos of any issues

   

• Report the issue to Silk Road Hardwood within 48 hours

   

7. INSPECTION, ACCEPTANCE & RESPONSIBILITY

7.1. Inspection at Delivery

Upon delivery, you or your designated representative must thoroughly inspect the shipment before signing the delivery receipt. This includes:

• Verifying the total number of boxes and/or pallets

   

• Checking for visible damage to packaging or product

   

• Confirming the accuracy of product type, color, and quantity

   

Important:

• Any visible damage or discrepancies must be clearly noted on the delivery receipt at the time of delivery.

   

• We strongly recommend photographing all shipments upon arrival, particularly before unwrapping or unloading.

   

• Do not discard damaged packaging before documentation is complete.

   

Failure to document damage on the delivery receipt may result in the denial of claims.

7.2. Reporting Issues

To be eligible for a claim, you must submit a written notice to support@silkroadhardwood.com within 5 business days of delivery. Your report should include:

• Order number

   

• Description of issue

   

• Supporting photos

   

• Delivery receipt with visible notes (if applicable)

   

Claims submitted after this window may not be accepted.

7.3. Transfer of Title and Risk

Ownership and risk of loss or damage to the product transfer to you once the shipment is delivered to the shipping address and signed for by you or your representative. This includes any product delivered to a third party or job site on your behalf.
Silk Road Hardwood is not responsible for any loss, damage, theft, or mishandling after this point, including:

• Job site conditions

   

• Delayed installation

   

• Improper storage by third parties

   

If you refuse a shipment without cause or fail to accept delivery, you may be responsible for:

• Redelivery or rerouting costs

   

• Storage fees

   

• Return shipping and restocking charges (if applicable)

7.4. Product Acceptance

Installation constitutes full acceptance of the product. Once installed, no claims will be honored for:

• Visual imperfections

   

• Color or grain variation

   

• Incorrect product type, finish, or size

   

We strongly advise reviewing every plank before installation. Boards with visible defects should be set aside and not installed.
If any issues are discovered before installation, contact us immediately and do not proceed.

Silk Road Hardwood is not responsible for workmanship, damages, or performance issues resulting from third-party installers, subcontractors, or contractors not certified or approved by us. Any claims arising from improper installation, failure to follow our Installation Guide, or unauthorized modifications to the flooring product are not covered under warranty and are the sole responsibility of the purchaser or installer.

 

8. RETURNS

Our return policy is designed to balance fairness and sustainability:

• Returns are accepted only for unopened, unused flooring in original packaging.

   

• All returns must be initiated within 30 days of delivery.

   

• A 25% restocking fee applies to all returned product.

   

• Shipping costs are non-refundable, and return shipping is your responsibility.

   

• Custom orders, special sizes, and clearance products are non-returnable.

   

• Sample orders are final sale.

   

• All returns require pre-approval. Returns without authorization will be refused.

   

Please view our full Return Policy for details.

 

9. LIMITED WARRANTY

All Silk Road Hardwood products are backed by our Limited Residential Warranty, which sets out the terms, coverage, and exclusions for your flooring purchase. This warranty applies only to the original purchaser and is non-transferable.

Full details—including claim procedures, maintenance requirements, and limitations—can be found in our Warranty Guide.

Except as explicitly stated in that guide, Silk Road Hardwood makes no other express warranties. Repair or replacement of the defective product, at our discretion, shall be the sole and exclusive remedy for any valid claim under this warranty.

 

10. DISCLAIMER OF WARRANTIES

Except as expressly set forth in our Limited Residential Warranty, all products are sold “as is” and without any other warranties or guarantees, whether express, implied, statutory, or otherwise.

To the fullest extent permitted by applicable law, Silk Road Hardwood expressly disclaims:

• All implied warranties of merchantability, fitness for a particular purpose, durability, and non-infringement

   

• Any warranty arising from course of dealing, usage, or trade practice

   

• Any guarantee that natural variation in color, grain, tone, or texture will match samples, photos, or previous orders

   

We do not warrant against:

• Improper storage, installation, or site conditions

   

• Third-party handling or installer errors

   

• Incidental or consequential damages of any kind

   

Refer to our Warranty Disclaimer for full exclusions.

 

11. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Silk Road Hardwood’s total liability for any loss, damage, cost, or claim—whether arising in contract, tort (including negligence), strict liability, warranty, equity, statute, or otherwise—shall not exceed the original purchase price paid by you for the product directly involved in the claim.

Under no circumstances shall Silk Road Hardwood, its affiliates, officers, directors, employees, contractors, agents, or suppliers be liable for:

• Any indirect, incidental, consequential, special, exemplary, or punitive damages

   

• Any loss of profits, revenues, business opportunity, contracts, or goodwill

   

• Any damages for business interruption, personal injury, emotional distress, or reputational harm

   

• Any costs related to removal, reinstallation, labor, accommodation, or third-party services

   

• Any unauthorized modifications, misuse, or improper installation of the product

   

• Any damages caused by events outside our reasonable control, including acts of nature, transportation issues, or customer storage conditions

   

These limitations apply even if we were advised of the possibility of such damages or if the remedy fails its essential purpose.

Silk Road Hardwood shall not be responsible for any claims arising out of:

• Improper site conditions, maintenance, or cleaning

   

• Normal expansion, contraction, color change, or variation in natural wood characteristics

   

• Use of incompatible adhesives, underlayments, or installation practices

   

• Any use inconsistent with the product’s intended residential purpose

   

Some jurisdictions, including certain provinces of Canada, may not allow the exclusion or limitation of certain damages or implied warranties. In such cases, this limitation of liability shall apply to the maximum extent allowed by law.

Your sole and exclusive remedy for any claim against Silk Road Hardwood shall be limited to repair, replacement, or refund of the product at our discretion and only in accordance with our Limited Residential Warranty.

 

12. COMMUNICATION: EMAIL & SMS

By using the Silk Road Hardwood website, placing an order, subscribing to our newsletter, or engaging with any of our digital channels, you consent to receive communications from us via email, text message (SMS), and other electronic formats. These communications may include, but are not limited to:

• Order confirmations, shipping updates, and delivery tracking

   

• Important account or service notices

   

• Product restock alerts, updates, and new release announcements

   

• Educational content, flooring care tips, and how-to guides

   

• Exclusive promotions, seasonal discounts, and special offers

   

Marketing & Promotional Communications

When you opt in (by subscribing or placing an order), you may receive periodic marketing messages from us via email and/or SMS. These messages may include promotional offers, curated product recommendations, or information about events and brand updates.

You may opt out of marketing communications at any time by:

• Clicking the “Unsubscribe” link found in the footer of any email from us

   

• Replying “STOP” to any SMS message you receive from our number

   

Please note: Unsubscribing from marketing communications does not affect your ability to receive essential transactional messages (such as order confirmations, shipping notices, or customer support responses).

SMS Messaging Program

Our SMS program may include automated messages. Message and data rates may apply depending on your carrier and plan. By subscribing, you confirm that you are the account holder or have authorization to receive text messages at the number provided.

You acknowledge that opting in to SMS communications is not a condition of purchase and that consent can be withdrawn at any time by replying “STOP”.

Compliance

Silk Road Hardwood is fully committed to protecting your personal information and adheres to the Canadian Anti-Spam Legislation (CASL) and all relevant privacy laws. We do not sell, rent, or trade your contact information to third parties for marketing purposes.

For more information on how we collect, store, and use your data, please refer to our Privacy Policy.

 

13. PRIVACY

Your privacy is important to us. We collect and use personal data in accordance with our Privacy Policy, which forms part of these Terms.

 

14. GOVERNING LAW, JURISDICTION & DISPUTE RESOLUTION

This Agreement, including any matters related to the validity, interpretation, construction, performance, enforcement, or breach thereof, shall be governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles.

Any dispute, controversy, or claim arising out of or in connection with these Terms, your use of our site, or any purchase made from Silk Road Hardwood, shall first be subject to good faith negotiations between the parties. If such negotiations do not result in a resolution within 30 days, the dispute shall be resolved exclusively by binding arbitration in Vancouver, British Columbia, pursuant to the British Columbia Arbitration Act and its applicable rules.

The arbitration shall be conducted before a single arbitrator mutually agreed upon by the parties. If the parties cannot agree, an arbitrator shall be appointed in accordance with the BC Arbitration Act. Each party shall bear its own legal costs and one-half of the arbitrator’s fees, unless otherwise awarded by the arbitrator.

You agree to waive any right to participate in a class action, collective proceeding, or jury trial for any claim covered by this arbitration provision. This clause shall survive the termination of this Agreement and any fulfillment of your purchase order.

By placing an order or using our site, you (i) irrevocably submit to the exclusive jurisdiction of the courts in British Columbia for the enforcement of any arbitral award, and (ii) waive any objection based on venue, inconvenience of forum, or lack of personal jurisdiction.

 

15. INTELLECTUAL PROPERTY

All content on the Silk Road Hardwood website and related communications—including but not limited to text, graphics, logos, product descriptions, images, videos, audio clips, trademarks, trade dress, layout, design elements, software, and code—is the exclusive property of Silk Road Hardwood (or its licensors or partners) and is protected by Canadian and international intellectual property laws.

You may not copy, reproduce, republish, download, transmit, display, modify, sell, exploit, or distribute any content from our website or marketing channels without prior written consent from Silk Road Hardwood. Any unauthorized use of our intellectual property may result in legal action, including injunctive relief and damages.

 

16. FORCE MAJEURE

Silk Road Hardwood shall not be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to: natural disasters, government actions, labor strikes, war, embargo, transportation delays, pandemic or epidemic events, supplier disruptions, cyberattacks, acts of terrorism, fire, flood, or any other event or cause that renders Silk Road Hardwood’s performance commercially impracticable or impossible.

If such a force majeure event occurs, we reserve the right to suspend or cancel the affected portions of any order without liability, with appropriate notice to you. Performance shall resume once the event has been resolved to the extent commercially reasonable.

 

17. MODIFICATIONS TO TERMS

Silk Road Hardwood reserves the right to modify, update, or amend these Terms & Conditions at any time, in whole or in part, without prior notice. Revised versions will be posted to www.silkroadhardwood.com/terms, and will be effective immediately upon publication unless stated otherwise.

Your continued use of the site, or any purchase made after the effective date of any change, constitutes your acceptance of the updated Terms. We recommend that you review this page periodically to stay informed of any modifications.

No amendment or waiver of these Terms shall be binding unless in writing and signed by an authorized representative of Silk Road Hardwood.

 

18. CONTACT US

For questions or concerns regarding these Terms, please contact:

Silk Road Hardwood
Email: support@silkroadhardwood.com
Website: www.silkroadhardwood.com
Mailing Address: