Frequently Asked Questions
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What's your return policy?
We offer a 6-month return policy and satisfaction guarantee.
At Flooret, we are committed to delivering the highest quality products and providing the best sampling and shopping experience. We are confident you will love your floors. In the unlikely event of product defects, our industry-leading warranties provide you full coverage (please refer to the specific warranty for your floor).
If you receive your order and decide you do not want your floor, we will arrange to have any unopened boxes picked up and returned to us. Please keep in mind that we can only schedule pick ups for freight returns. Parcel returns must be dropped off at your local post office. If returned within 6 months, you will receive a complete refund on your flooring, minus the full cost to ship the product back. If you are returning 4 boxes or more, this qualifies as a freight return and you will need to purchase a Return Kit. This kit will allow you to successfully palletize your flooring and prepare for the carrier to pick it up. We strongly recommend that you hold onto your pallet(s) until your installation is complete.
Note: we do not accept returns of sample cuts and sample planks.
Please note that on your original order you will receive a discounted flat-rate shipping charge, which is not the actual cost of shipping. For your return, you may use your own shipping provider, or we can arrange return shipping using our rates.
Qualify for a Return
- To qualify for a return, flooring cannot be installed, cut, damaged, opened, repackaged, or altered in any way.
- Flooring must have been properly stored in normal living conditions, (between 0°-140°F for the Modin Collection and between 50°-85°F and 40-60% relative humidity for the Silvan & Arista Collections) and not have been exposed to the elements.
- We require photos showing adequate preparation that meets shipping requirements.
- All returns must be pre-approved. We will provide documentation to initiate the return once approved.
- Items must be returned in saleable, like-new condition.
- Please note that damages and manufacturing claims are not covered by this return policy. Manufacturing defects are covered by our warranties, which vary by product. For shipping damage, it is the customer’s responsibility to carefully inspect all products before receiving them and installing them. Read our article on how to receive shipments for more details.
NOTE: Original shipping and delivery charges are NOT refundable under any circumstances. All returns must be first authorized by Flooret.
Preparing Your Return
Parcel: Single boxes of flooring (3 or less).
- Protect the box/boxes with cardboard to ensure that the click mechanisms
- Wrap the boxes fully, or use something other than tape (or painter's tape) to secure the padding, as that will adhere to the boxes. If there is tape attached to the boxes, that would render them unsalable.
- Please send pictures prior to the boxes being wrapped and secured to ensure the boxes are in their original condition.
- Once the boxes are wrapped and protected, send an additional picture to confirm they are ready for pick up!
Freight: Four or more boxes of flooring.
- We require a Freight Return Kit for all freight returns.
- Each Return Kit comes with enough materials to prepare one pallet. If your return contains more than one pallet, you will need to purchase additional Return Kits for each pallet.
- For detailed freight return instructions, please refer to this document.
Scheduling a Return
Please contact us by emailing support@flooret.com. A Return Authorization (RA) will be issued to you. You will need to confirm the return by email prior to a freight pick-up being scheduled. You will receive detailed instructions on how to re-package and prepare your pallet. All returns must be shipped back on the original pallet. If you no longer have your original pallet, you must obtain a pallet large enough to adequately ship your return.
Refunds are processed within 10-14 days of the acceptable receipt of goods. It is the customer’s responsibility to ensure that the shipment is palletized and secured prior to return shipping. Please package returns carefully so they arrive in original condition.
Location
1250 Mustang Drive, Suite 100 Grapevine, TX 76051
By Appointment only Monday to Friday 8 to 5.
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