01Overview
This Refund and Cancellation Policy explains what happens if you need to cancel an order request, return an unused carcass, or report transit damage. It works together with the Shipping policy.
02Canceling before shipment
You may cancel an order request any time before we confirm that the shipment has been handed to a carrier. Once freight is booked, cancellation may incur carrier or restocking costs disclosed in the confirmation email.
03Returns after delivery
Unused items in original packaging may be eligible for return within 14 days of delivery if panels are unopened and free of assembly marks. Return freight is typically paid by the buyer unless we shipped the wrong SKU or finish. Approved returns are refunded to the original payment method after inspection.
04Transit damage
Photograph visible carton and panel damage before discarding packaging. Report damage within 7 days of delivery so we can open a carrier claim or arrange a replacement panel.
05Assembly and fit issues
Missing hardware or a clearly defective panel reported within 14 days may be replaced or credited. Fit issues caused by room measurements, flooring unevenness, or buyer modification are not covered as defects.
06How to start a request
Email the desk with your order reference, photos if relevant, and whether you seek cancellation, replacement, or refund. We reply with next steps.
07How refunds are issued
Approved refunds are processed to the original payment method within a reasonable banking window after we receive and inspect returned goods or confirm non-shipment.
08Exclusions
Custom-cut or specially ordered finishes (if offered later), assembled or soiled goods, and items damaged by improper assembly are not returnable except where required by law.
09Contact
Refunds desk: PURENEST COMMERCE LLC, 4801 Lang Avenue NE, Albuquerque, NM 87109. Phone: +1 (505) 244-8173. Email: cooperation@purenestcommerce.com.