Warranty, returns & cancellations
What is covered, for how long, and exactly how to make a claim.
Last updated: January 8, 2026
Twelve-month workmanship warranty
Every piece of millwork we build and install is warranted against defects in materials and workmanship for twelve months from the date of final invoice. Within that period we repair or replace the affected item at no charge, including labor and any return visit.
Covered
- Joinery failure, delamination or splitting under normal domestic use
- Door and drawer alignment, including one free seasonal adjustment visit
- Finish defects such as peeling, blistering or premature yellowing of a sprayed surface
- Hardware failure — soft-close runners and hinges additionally carry the manufacturer's own lifetime warranty
- Installation defects, including scribes, shims and fasteners
Not covered
- Natural variation in grain, color and figure, and normal darkening of cherry and walnut with light exposure
- Seasonal movement of solid wood where household humidity falls outside 35%–55%
- Damage from water intrusion, steam directed at door edges, impact, abrasive cleaners or silicone polishes
- Work modified, refinished or re-installed by anyone other than our crew
- Damage caused by other trades after our walkthrough
- Countertops, appliances, sinks and lighting supplied by others
How to make a claim
- Email service@lukaskohler.com or call 828-202-0712 with your invoice number and photographs of the issue.
- We respond within one business day and, in most cases, book a visit within ten business days.
- If a part must be re-made, we will tell you the shop time in writing when we inspect.
Returns and cancellations
Custom millwork is made to your dimensions and cannot be resold, so it is not returnable once cutting has begun. Our policy is:
| When you cancel | What is refunded |
|---|---|
| Before shop drawings are signed | Full refund of any amount paid |
| After signing, before material is cut | Deposit refunded less design time already performed |
| After cutting begins | Refund less materials consumed and labor performed to date |
| After delivery | No refund; warranty remedies still apply |
Stock items sold from the showroom — hardware, sample doors, care kits — may be returned unused within 30 days for a full refund with proof of purchase.
Concerns and complaints
If something is not right, tell Barbara directly. Every complaint is acknowledged within one business day and we aim to agree a resolution within ten. Written complaints may be sent to Kohler Millwork Co., 3202 McVaney Road, Charlotte, NC 28217.