Return Policy

At FLOOR DEPOT, we strive for excellence in customer service and customer satisfaction. In accordance, the following policies have been instituted to maintain the highest level of service to our customers. 

In the unlikely event that your product is damaged or defective, Please contact FLOOR DEPOT as soon as possible. If something is wrong with an order, we certainly want to be of assistance. Please do not schedule installation of your products until after the product has been received and examined. Installing a damaged or defective product may void a warranty or damage claim.

Post Shipment Inspection

It is strongly advised to inspect your shipment order prior to installation. If there is visible damage to the packaging or there are missing pieces upon arrival, ask the driver to write a note on the waybill stating the damage and/or missing product before you sign the waybill. After signing the waybill, please contact FLOOR DEPOT at immediately. Although our products are carefully packaged to avoid damage in shipping, damage to products may still occur during transport.

Manufacturer’s Defect

Upon inspection of the newly arrived ordered products, the customer and/or installer must notify Customer Service within 7 days of the receipt of the products if they suspect any manufacturer’s defect in the product. Responsibility for final inspection and approval will be the customers and/or his/her installer prior to permanent installation. It is the installer's responsibility to check color, finish and quality before installation. If the installer is not satisfied with the flooring prior to installation, then do not install the floor and contact our customer service department immediately. FLOOR DEPOT will not be responsible for any costs associated with repairing or replacing products with evident defectives. In case of suspected manufacturer’s defect, please stop installation immediately and contact our customer service department. We will not issue any credit for any product after the first 3 cartons have been opened. In the unlikely case that a manufacturer’s defect is detected, the customer is responsible for supplying FLOOR DEPOT with product samples and or digital photographs of the problem before any credit or claim can be determined. If the product is deemed to have a manufacturing defect, the charges for shipping the sample materials will be fully refunded. If the samples or photographs cannot identify the problem(s), a certified inspector will be called in to look at the floor. Upon inspection by a certified inspector, if the product is deemed to have a manufacturing defect, FLOOR DEPOT will replace the defective material at no cost (including the shipping of the replacement product and return shipping of the defective product). Customers will be fully responsible for the cost of the inspection, if it is determined by the inspector that there is no manufacturer’s defect. Important Notice: Many manufacturer warranties are only effective as long as a professional installer installed the floor.

Cancellation or Returns

If an order needs to be canceled/returned after it has been shipped out, the customer is responsible for shipping and return freight charges and a restocking fee of 20% on all canceled/returned orders. FLOOR DEPOT only accepts returns on 4 cartons or more. There would be no returns allowed on less than 4 cartons of any flooring. Any returned cartons must be factory sealed. Credit will not be given for any opened cartons. Returns will not be accepted for trims, moldings, area rug pads, accessories and product overages not used (please be aware that moldings may not match exactly, they are designed to be as close a match as possible. Moldings may have color differences and shade variances from the product itself and thus will not be considered a manufacturer defect).