Refund policy

We want your project to be a success. If you are not completely satisfied with your purchase, we are here to help. Please review our policy below for returns, exchanges, and cancellations.

14-Day Return Window

  • You have 14 days from the date of delivery to initiate a return or exchange for eligible items.

  • To be eligible, items must be in brand new, unassembled, and uninstalled condition.

  • "Unused" means the item has not been dry fit, altered, or subjected to fire or heat in any capacity.

  • Items must be returned in their original packaging with all manuals, parts, and accessories included.

Order Cancellations & Modifications

  • Because we strive to process and ship your heavy freight items as quickly as possible, our cancellation window is limited.

  • You may cancel or modify your order within 1 hour of placement or until the order has been sent to our warehouse for processing, whichever comes first.

  • Once an order has been processed by the warehouse or loaded for transit, it cannot be canceled.

  • If you no longer need the item, you will need to receive the delivery and initiate a standard return.

  • Refusing a freight delivery at the door will result in round trip shipping costs being deducted from your refund.

Return Shipping & Restocking Fees

Shipping heavy home improvement materials is costly. To maintain competitive pricing across our store, standard returns are subject to the following:

  • Restocking Fee: A strict 15% restocking fee applies to all standard returns refunded to the original payment method.

  • Return Shipping: The customer is responsible for all return shipping costs. We strongly recommend using a trackable, insured shipping method for high value freight.

  • The Exchange Advantage: We do not issue store credit. If you choose to exchange your item for a different product, we will gladly provide an exclusive discount on your replacement order. Please note that the 15% restocking fee still firmly applies to the returned item, and you are still responsible for the return shipping costs.

Damaged or Defective Deliveries

  • We quality check our shipments, but transit damage occasionally happens.

  • Inspect your delivery immediately upon arrival.

  • If an item arrives damaged or defective, you must notify our support team within 48 hours of delivery and before attempting any assembly or installation.

  • Please provide clear photos of the damaged item and the original packaging.

  • You must also provide a clear photo of the shipping tracking label or the Bill of Lading (BOL) so we can process the necessary carrier claims.

  • For verified transit damage or manufacturer defects, Northline Express will waive all restocking fees and cover the cost of return or replacement shipping.

Final Sale & Non-Returnable Items

For safety and quality control reasons, the following items cannot be returned or exchanged:

  • Custom cut or personalized items.

  • Clearance, closeout, or Final Sale items.

  • Items that have been installed, assembled, or used.

How to Initiate a Return

  1. Contact our Customer Service department via email at [email protected] to request an RMA within 14 days of delivery. Include the reason for the return, and any required pictures of the products.
  2. Our CSR team will issue an RMA number and provide the return shipping address
  3. Write your RMA number clearly on the outside of the shipping box (do not write on the product itself). Items returned without a clearly visible RMA will experience severe processing delays or may be rejected at the warehouse.
  4. Return your items using a trackable, insured shipping method.
  5. Upon receipt and inspection, packages returned in unused condition will be refunded to the original payment method within 14 business days of receipt minus restocking fees.

Policy updated Sept 1, 2026