Returns & exchanges

Our returns & exchanges info

We understand that sometimes returns or exchanges may be necessary, and we want to make the process as seamless as possible for you. Below, you'll find important information regarding our policies and procedures.

Eligibility for Returns & Exchanges:

We gladly accept returns and exchanges within 14 days from the date of purchase. To be eligible, the flooring must be unused, unworn, and in its original packaging condition with the pallet wrapped properly and intact.

Initiate a Return or Exchange:

To initiate a return or exchange, please contact order desk. We kindly ask that you provide the order number, flooring details, and the reason for the return or exchange. Our dedicated order desk team will guide you through the process and provide further instructions.

Return & Exchange Process:

Note that there is a 20% restocking fee on all orders returned after 14 days of purchase.

Once your return or exchange request is approved, you will receive a return authorization along with instructions on how to proceed. We recommend using a proper shipping method to ensure that your flooring pallets reaches us safely without any damage. Please note that the shipping costs for returns or exchanges are the responsibility of the dealer, unless the return or exchange is due to a mistake on our part or a defective item.

Refunds & Store Credit:

For approved returns, we offer refunds in the original form of payment or supplier credit, depending on your preference. Refunds are typically processed within 30 days after we receive the returned item. In the case of exchanges, the new item will be shipped to you promptly once the original flooring items are received and processed.

Defective or Incorrect Items:

If you receive a defective or incorrect item, please notify us as soon as possible. We will gladly arrange for a replacement or provide a prepaid return shipping label to facilitate the return. We apologize for any inconvenience and will make every effort to resolve the issue promptly.

Additional Information:

• Please ensure that all return or exchange items are securely packaged to prevent damage during transit.
• We recommend keeping the order receipts and courier tracking number as proof of return shipment until your return or exchange is processed.
• Refunds for returned items will be processed based on the original payment method. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or credit card provider.