Refund / Return Policy

The following terms and conditions will apply to material returns.

If you are unhappy with your purchase from, the following terms and conditions will apply to proceed with a return.

All returns require the customer receive a Return Authorization Number (RA#) to initiate the return process. Customers must email NecTree at to request a Return Authorization Number within 10 days of receiving their material. 10 days after the date of delivery we consider all sales closed and no returns can be accepted for any reason.

Once you receive a Return Authorization Number, please clearly reference your RA# on the outside of the return package. This will help us ensure that prompt and proper credit can be issued. It is the customer’s responsibility to arrange the shipment of the material to be returned. If needed NecTree will help to direct the customer to locate a shipper for the return. Please know that NecTree is not responsible for the return shipment of the materials.

Note, all materials must be returned in manufacturer cartons exhibiting new and unused condition. Credit will not be issued for any opened cartons of merchandise or partially full cartons.

PLEASE NOTE: NecTree only accepts returns for credit on glass tile sheet or square foot quantities of seven or more and flooring carton quantities of five or more. NecTree will not accept returns for credit on quantities of less than seven sheets or seven square feet of glass tile or less than five cartons of any flooring. Also, NecTree accepts returns for credit only after issuing a Return Authorization Number. All other returns will not be accepted for credit. Lastly, note that the Return Policy will be effective from the point in time that the freight company has received your material for shipment. Once your order has been picked up by the freight company there can be no changes of the ship to address.

Refund Policy
Once your material is returned with an approved RA# in its original, unopened packaging or cartons within 10 days of receipt, you will receive a full refund of your purchase price minus the actual shipping costs of the original order and a 30% restocking fee. Please understand that NecTree includes the cost of shipping in the material cost of the items. The actual shipping costs of the original purchase will not be refunded.

All returned items are inspected upon receipt. If the item has been opened and is not in saleable condition (i.e. shows signs of soil, damage, or use) you may receive a partial refund and/or charges for return shipping costs.

NecTree retains the right to arrange the refund in the same form that payment was originally made. This may require additional information to be provided by the customer at the time the refund payment is arranged. When additional information is needed, NecTree will contact the customer to obtain the information needed to process the return.

NecTree will cover the return shipping charges and restock fees in the following scenarios:

  • Defective merchandise received (notice must be made to NecTree within 2 days of receipt of material).
  • Merchandise damaged during the original order shipment (notice must be made to NecTree within 2 days of receipt of material).
  • Wrong material received due to NecTree’s error

If you decide to return your purchase for a full refund, you will be responsible to pay the actual non-promotional shipping costs of the original shipment, any return shipping charges, and a 30% restock fee.

Upon receipt of the returned goods, NecTree will promptly process your refund. You will receive your refund within two to four weeks after the item has been received by NecTree. Refunds are remitted in the same form of payment as was used to make your purchase.

In the event that an order is cancelled after payment has been made and prior to materials being shipped, a 3% cancellation fee will be applied to the refund amount for the handling and processing of the refund.

Non-Returnable Items
NecTree cannot accept returns for the following products:

  • NecTree will not authorize a return for credit on less than seven sheets of glass tile or less than five cartons of any flooring material.
  • Items that have been opened, installed, soiled, damaged or used
  • Installation, or customer’s failure to inform NecTree about damaged goods within 2 days of delivery, is considered full acceptance of the material in the condition it was received.
  • Transitions (stairnoses, reducers, t-moldings)
  • Accessories (trim pieces, vents etc.)
  • Samples
  • Discounted items and special offers
  • Discontinued items
  • Clocks
  • Any item noted as non-returnable on the item’s description page
  • Special order or cut roll merchandise
  • Items that have been delivered more than 10 days ago
  • The terms and conditions of the above policies are subject to change without notice.

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