Refund policy

We want you to be confident in every order you place. Please review this policy so you know exactly what to expect if something isn't right.

1. Our Policy

All sales are final unless a product arrives defective. We're unable to accept returns for reasons like a change of mind, incorrect quantity ordered, or color not matching expectations once installed. Returns due to a defect apply only to the affected portion of your order, not automatically to the entire order, unless the entire order is confirmed defective.

2. Defective Products

If your flooring arrives defective, here's what to do:

Inspect your shipment within 3 days of delivery. This window matches our shipping policy, and claims reported after this period may not be accepted.

If your order arrived by freight (LTL) delivery, the driver must have noted any visible damage on the delivery receipt and you must have signed for it at drop-off. Without this, we're unable to file a claim or process a return.

You don't need to open every box in your order to file a claim. If you open a reasonable sample of boxes, for example 6 out of a large multi-pallet order, and find consistent defects across that sample, that's sufficient to support a claim for the affected product. Contact us with photos of the defective boxes and your order number, and we'll advise on next steps from there.

3. Non-Returnable Items

Special order and made-to-order items are not eligible for return under any circumstances.

4. Exchanges

We do offer exchanges if you'd like to switch to a different color or style. For exchanges:

The buyer is responsible for shipping the original product back to us.

The buyer is also responsible for shipping costs on the new product being sent out.

A 20% restocking fee applies to all exchanges.

5. How to Start a Return or Exchange

Contact us with your order number, photos of the product, and a brief description of the issue or the exchange you'd like to make, and we'll walk you through the next steps.

6. Questions

For any questions about this policy, contact us via the following channels:
Email: info@vast-american.com
Phone: (314)-648-4113