Refund policy
RETURN & 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.
A pre-arranged return appointment must be made before bringing any materials back to the store. Please contact products@floortrends.ca 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 fee of damage, 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.
- Window coverings, carpet, sheet vinyl, trims, and custom order products are not eligible for returns.
- All 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 your return is accepted, we'll send you instructions on how and where to complete the return. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at products@floortrends.ca.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including carpet sheet vinyl, clearance products, trims, and custom order-in product. Unfortunately, we cannot accept returns on sale items, clearance items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 0 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at products@floortrends.ca
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.