Refund policy
Refund & Return Policy
Last updated: September 2, 2026
At JUKE Materials, we want every customer to receive the correct product in good condition. Because our epoxy flooring products are heavy construction materials shipped internationally, returns and refunds are subject to the conditions below.
Order Cancellation
Orders may be cancelled before they enter processing, packing, or shipment.
Once an order has been processed for shipment or handed over to the logistics provider, cancellation may no longer be possible.
If you need to cancel an order, please contact us as soon as possible at sales@jukematerials.com.
Change-of-Mind Returns
For non-defective products, return requests must be submitted within 14 days after delivery.
To qualify for return, the product must be:
- Unopened and unused
- In the original packaging
- In resalable condition
- Free from customer-caused damage
- Accompanied by proof of purchase
Customers are responsible for return shipping costs for approved non-defective returns.
Original international shipping, customs-clearance, duties, taxes, payment-processing fees, and other logistics costs already incurred by JUKE are non-refundable unless the return is caused by our error.
Please do not return any product before receiving return authorization from JUKE Materials.
Opened, Mixed, or Used Products
Products that have been opened, mixed, partially used, applied, or otherwise altered are not eligible for return or refund unless JUKE confirms that the product itself is defective.
Once Part A and Part B are mixed, the epoxy curing process begins and the material cannot be returned.
Damaged, Defective, or Incorrect Orders
Please inspect your order promptly after delivery.
If your order arrives seriously damaged, defective, or different from what you ordered, contact us within 7 days of delivery at sales@jukematerials.com.
Please provide:
- Order number
- Photos of the outer packaging
- Photos or video showing the issue
- Photos of product labels or batch information where applicable
- A brief description of the problem
Please keep the original packaging until the claim has been resolved.
After review, JUKE may provide a replacement, replacement components, partial refund, full refund, or another appropriate solution depending on the circumstances.
Product Color
Actual product appearance may vary slightly due to lighting, screen settings, substrate conditions, application methods, and normal production tolerances.
Minor color differences within normal manufacturing tolerances are not considered product defects.
Customers should confirm their selected color before placing an order.
Surface Preparation and Installation
JUKE Epoxy Colored Sand Flooring must be applied to a suitable, stable, and properly prepared substrate.
Customers and installers are responsible for confirming substrate suitability and following the applicable installation instructions.
Problems caused by improper surface preparation, excessive moisture, unstable substrates, incorrect mixing, incorrect application, contamination, unsuitable environmental conditions, or failure to follow installation instructions are not considered manufacturing defects.
Custom and OEM Orders
Custom colors, OEM products, private-label products, customized packaging, and other made-to-order products are generally non-returnable unless they are defective or supplied incorrectly.
Refund Processing
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds are normally issued to the original payment method within 10 business days.
Your bank, card issuer, PayPal, or other payment provider may require additional processing time.
Payment Disputes
If you experience any problem with your order, please contact JUKE Materials first so we can work with you to resolve it.
Nothing in this policy limits consumer rights that cannot legally be excluded under applicable law.
Contact
For return or refund questions:
JUKE Materials
Henan Juke New Materials Technology Co., Ltd.
Email: sales@jukematerials.com