Return and Refund Policy
We want you to be happy with your purchase! If you do find you need to return an item, please see below for instructions and terms.
IN STORE PURCHASE
You can return the product in-person however a pre-arranged return appointment must be made before bringing any materials back to the store. Please contact the store where the original purchase was made and speak with your sales representative to obtain return authorization.
- Returns are subject to a minimum quantity of 5 boxes or 250 sf, as specified by the supplier.
- Special order material is subject to a restocking fee of 40%.
- Special order material is subject to a freight fee.
- All goods must be free of damage, have original tags, be in the original packaging, and not have been used or installed to be eligible for return.
- Products are eligible for return 30 days from the invoice date.
- Custom made products are non-refundable once customization work has started.
- Carpet, sheet vinyl, and trims are not eligible for returns.
- Clearance items are final sale.
- Partial refunds are not available for pallet orders or existing stock only / clearance lots.
- All returns must be approved before bringing material to store.
Floortrends reserves the right to refuse a return if the above conditions are not met.
If you need assistance with a return please contact the estimator or sales person who assisted you in store.
RETURN FAQ
Q: Why do returns have to be approved before I bring material back to the store?
A: Before we can complete a return we have to ensure the material is eligible and confirm the minimum quantity, restocking fee, and freight fee so we can determine the refund you will receive and have it ready when you come in the store.
Q: Why do you charge a restocking fee?
A: Flooring suppliers charge us a restocking fee to cover their administrative, warehousing, and accounting costs for inspecting and handling returns. Floortrends does not charge any administrative fees to process a return, we only pass on the supplier’s restocking fee.
Q: Why do you charge a freight fee?
A: Freight costs for transporting flooring are significant. The amount paid for your order does not include the cost of transporting the material from our store back to the supplier’s warehouse. We do not benefit from freight fees.
Q: Why do you require a minimum quantity to return material?
A: Some suppliers have minimum return quantities because the customs and brokerage fees can exceed the cost of the goods being returned. In other cases, the minimum exists because the freight and restocking fees charged would equal or even exceed the refund due to the customer.
Q: Can I return window coverings?
A: Window coverings are custom-made to fit your specific window size and are non-refundable.
Q: Can I return carpet or sheet vinyl?
A: Roll goods such as carpet and sheet vinyl are not eligible for returns once the order is cut from the roll.
Q: Can I return trims like t-molds, reducers, or nosings?
A: All trims are final sale; no returns are permitted.
