NOTE: our in-store returns policy is different than our online shopping site.
Return Policy: (30 Days for Stock items and 15 Days for Special order items)
We want you to be fully satisfied with every item that you purchase from theflooringfactory.com. If you are not satisfied with an item that you have purchased, you may return the item within 15 or 30 days of delivery for a full refund of the purchase price, minus the shipping cost. The items must be returned in good condition, in original boxes, and with all paperwork, parts, and accessories to ensure full credit. For no reason will merchandise be accepted after 15 or 30 days. You are responsible for the entire shipping charges (to and from). Our actual shipping cost is usually more than what you paid for your online order as we discount outbound shipping for our customers. Discounts may vary depending on the size of the order and the final destination.
We do not accept returns on moldings and other accessories such as foam underlay and glue and product overages not used.
Special Order 25% Restocking Fee
All items marked Special Order adhere to our Special Order Express return policy. All Special Order Express returns/exchanges require a 25% restocking fee be charged to the customer. Original shipping charges, sales taxes, and handling costs are non-refundable. Customers are required to ship the product back to us at their own expense in order to qualify for the refund.
Customer must return ENTIRE order. Partial returns, leftover materials and/or excess materials will not be accepted.
Returned product must be unused, in original packaging and have been properly stored. Any returns that do not meet the above criteria for refunds will only be shipped back to the customer at customer's expense. All orders in transit cannot be canceled and will be treated as a return.
To arrange a return or exchange of special order express orders, please call Customer Service at 866-563-5667.
Damaged or Defective Items (You get refund or replacement)
Please inspect merchandise carefully as to contents and conditions upon receipt. If you receive a damaged or defective item, contact a theflooringfactory.com Customer Service Specialist immediately at 866-563-5667. Please supply the Specialist with your order number, item number, and tracking number from your original confirmation e-mail. The Flooring Factory will make every reasonable effort to replace the damaged or missing items provided it was noted on the paperwork you signed at the time you received the order. No Claims will be allowed without such notes being made. You Must save any damaged material and have it available for pickup. If you submit a claim for damaged material and do not have the damaged material for us to pick up, you will be billed for the replacement material and the freight to get it to you. If you refuse an order, you will be charged the actual original freight cost, the return freight cost and any restocking fees that might apply.
Clearance Bundle Purchase/Return Policy
Must purchase full quantity as described. No partial purchase available. Quantities are limited. Available online and in-store. Returns must be entire order purchased. No partial returns/refunds available. All returns must be shipped within 15 days. Shipping/delivery costs are non-refundable. Product must be returned in the same condition as at the time of purchase.