Returns & Your 30-Day Money Back Guarantee
Not the right fit? You have 30 days from delivery to start a return. Here's exactly how it works, what it costs, and what qualifies.
Return it within 30 days and we refund your purchase price in full — no restocking fee. You cover return shipping. Returns after 30 days may carry a fee.
How Returns Work
Four steps, start to refund.
Request Your RMA
Sign in to your account and submit a return request within 30 days of delivery. We'll issue your RMA number and return address.
Pack It Up
Repack in the original packaging with all contents and paperwork. Items must be unused, uncut and uninstalled.
Ship It Back
You arrange and pay for return shipping. Use a trackable, insured service — we can't refund a return that doesn't arrive.
Get Your Refund
We inspect your return when it arrives. Approved refunds are issued in 4–10 business days on average after inspection. Your bank may take a few extra days to post it.
What would you like to do?
Choose an option below and we'll guide you through the next steps.
Return an Item
Not quite right? Start a return within 30 days of delivery.
Need a Different Product?
We'll cancel or return your current order and help you place a new one for the right product.
Change or Cancel an Order
Not shipped yet? We can usually change or cancel it. Once it ships, it becomes a return.
Report Damage or a Missing Item
Inspect your delivery before you sign. Note any damage on the delivery receipt and contact us as soon as possible — photos help. We'll make it right at no cost to you.
30-Day Money Back Guarantee
You have 30 days from your delivery date to decide if your flooring is right for you. If it isn't, return it and we'll refund your purchase price in full — no restocking fee.
Returns must be unused, uncut, uninstalled and in original packaging, and you cover return shipping. Some items aren't returnable — see the list below. After 30 days, returns are accepted at our discretion and carry a restocking fee.
What Can and Can't Be Returned
Check this before you order — and before you cut, open or install anything.
Eligible for Return
- Standard stocked items in original, unopened packaging
- Unused, uncut, uninstalled and in resalable condition
- All original contents, hardware and paperwork included
- Requested within 30 days of delivery
- Accompanied by an RMA number issued by our team
Items That Are Not Returnable
The items below can't be returned or refunded. The one exception is condition on arrival — if something shows up damaged, defective or incorrect, it's covered no matter what it is. Tell us at delivery.
Made or Ordered for You
- Custom-cut products
- Made-to-order products
- Special-order products
Clearance & Closeout
- Clearance items
- Overstock items
- Discontinued items
Partial Quantities
- Partial kits
- Any quantity less than a full box
- Any quantity less than a full kit
Already Used
- Installed products
- Products that have been removed after installation
Trim & Edging
- Trims
- Moldings
- Edge pieces
Accessories & Sundries
- Underlayment
- Flooring adhesives
- Moisture control products
- Tape
- Fasteners
Return Shipping
Customers are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance.
Fees
- Returns within 30 days of delivery are refunded in full — no restocking fee.
- Returns received after 30 days may be accepted at our discretion and may be subject to up to a 35% restocking fee.
- Returns without an RMA number may be refused or sent back at your expense.
Frequently Asked Questions
How long do I have to return an item?
You've got 30 days from the date of delivery to start your return. After 30 days, returns may still be accepted (case-by-case) with a restocking fee of up to 35%.
What is an RMA?
An RMA (Return Merchandise Authorization) number keeps your return organized and ensures it is routed to the right place. Returns without an RMA may be refused or sent back at your expense, so always get your RMA first.
Who pays return shipping?
Customers cover return shipping and arrange the shipment back to our facility with any carrier of their choosing. We recommend a trackable service and shipping insurance.
Can I return an installed product?
Returns must be unused, uncut, uninstalled, and in original packaging. Once it's been installed or altered, we can't take it back.
My color looks different than online — can I return it?
Slight color or texture differences are normal and can be impacted by the color setting on your device. We can only accept returns for substantial differences in thickness (over 4mm).
How long does my refund take?
Once your return passes inspection, refunds will be processed in 4-10 business days. Banks may take a little longer to post the funds.
Can I cancel or change my order?
Chat with us to request changes or cancellations, but it's not guaranteed. Orders already in production or shipped can't be changed, and fees may apply.
Not sure what applies to you?
We'll check before you ship anything back.
Return and refund decisions are made on a case-by-case basis and are at the sole discretion of FlooringInc.