Returns & Cancellations

Where Your Order Lives

Affinity TruFrame® cabinetry is sold through authorized dealers and design professionals. This site does not take orders or payments - requests submitted here are inquiries only. Your purchase contract, deposit terms, and delivery schedule are between you and your dealer, and your dealer's own terms govern where they are stricter than this policy. Start any cancellation or return with the dealer who wrote your order; we support them directly.

Cancelling an Order

Because production begins quickly, the window to cancel is short:

• Within 48 hours of order confirmation: cancel or change your order at no charge, provided materials have not yet been cut.
• After release to production: orders cannot be cancelled. If we are able to stop work, a restocking and materials charge of up to 25% of the order value may apply, and any custom finish work already completed is non-refundable.
• After shipment: the order is final. See “Damaged or Incorrect Shipments” below if something is wrong with what arrived.

Damaged or Incorrect Shipments

We inspect every cabinet before it leaves our facility, but freight handling is outside our control. Please protect your claim at delivery:

• Inspect all cartons before you sign the delivery receipt. Note any crushed, punctured, or wet packaging on the carrier's paperwork before the driver leaves - an unqualified signature can void a freight claim.
• Photograph the packaging and the damage before unpacking further, and keep all original cartons and padding until the claim is resolved.
• Report concealed damage - damage found after unpacking - within 5 days of delivery.
• If we shipped the wrong item, the wrong finish, or the wrong dimensions against your approved order drawings, we will correct it at no cost to you.

Approved damage and error claims are resolved by repair, replacement part, or remake at our discretion - whichever restores your installation fastest.

Finish & Door Samples

Finish samples and sample doors may be returned within 30 days if they are undamaged and in their original packaging. Return shipping is the customer's responsibility unless the sample arrived damaged or was sent in error. Because samples are inexpensive to replace, we will often simply send a correct one rather than ask you to ship anything back - contact us first.

Natural Variation Is Not a Defect

Wood is a natural material. Color, grain pattern, mineral streaking, knot placement, and the way a stain takes will vary between trees, between boards, and between a small sample and a full run of cabinetry. Stained and glazed finishes deepen with age and light exposure. Painted finishes on solid wood may develop fine hairline separations at joints as the wood moves with seasonal humidity. These characteristics are inherent to real wood cabinetry, are not defects, and are not grounds for return. We strongly recommend approving a physical finish sample in your own lighting before your order is released to production.

Manufacturing Defects

Defects in materials or workmanship are handled under our warranty rather than this policy, and that coverage extends well beyond any return window. See the Warranty page for what is covered, for how long, and what falls outside it.

What Cannot Be Returned

• Cabinetry built to your specified dimensions, species, or finish
• Custom color matches and specialty or artisan finishes
• Modified, cut, drilled, refinished, or installed cabinetry
• Cabinets damaged by improper storage, handling, or installation after delivery
• Damage from water intrusion, excessive humidity, heat, or normal wear
• Clearance, discontinued, display, or as-is items sold as final sale

How to Start a Claim

Contact your dealer, or reach us directly, with:

• Your order or acknowledgement number and the dealer name
• The specific cabinet or part number affected
• Photographs showing the issue, plus the packaging if the claim is shipping-related
• The delivery date and a copy of the signed delivery receipt

We acknowledge claims promptly and will tell you what happens next - repair, replacement part, remake, or refund - before any charges are incurred on your side.

Refunds

Approved refunds are issued to the original method of payment, through the dealer who took the order, within 10 business days of approval. Your bank or card issuer may take additional time to post the credit. Deposits applied to custom production, freight charges already incurred, and any applicable restocking fee are deducted from the refunded amount.

Governing Law

This policy is governed by the laws of the State of Colorado, without regard to its conflict-of-laws rules. It supplements, and does not replace, the Terms of Service.

Changes to This Policy

We may update this policy from time to time. When we do, we will revise the “Last updated” date above. The policy in effect on the date your order was confirmed is the one that applies to that order.

Contact Us

Questions about a return, cancellation, or damage claim? Reach us at: