FLOORCO Product returns and cancel policy
We are committed to ensuring that your experience with our products meets your expectations. You will find detailed information regarding our policies for returns and cancellations.
1. Product Returns
We understand that sometimes a product may not work out. Here’s how you can return an item to us:
Eligibility
Returns are accepted for regular-priced, non-specialty items. This excludes products from Krono and Berryalloc, or any items sold at a special price.
Time Frame
You can return products within 14 days of delivery.
Condition of Goods
Products must be returned unused, unopened, and in their original condition. Damaged or used products cannot be accepted.
Initiating a Return
Please contact our customer service team by phone or email with your order or invoice number to start the return process.
Shipping
You will need to cover the return shipping costs.
Restocking Fee
A 15% restocking fee applies to all returned items.
Refund Processing
We will issue your refund within 30 working days after receiving the returned goods.
Should you receive a product with a manufacturing fault, please contact our customer service immediately so we can arrange a replacement.
2.Order Cancellation
If your plans change, here’s what you need to know about cancelling an order:
Cancellation Period
You can cancel your order within 48 hours, provided it has not yet been picked up for delivery from our warehouse.
How to Cancel
Contact our customer service team with your details (name, phone number, invoice number, order number, and delivery address) to cancel your order.
Non-Returnable Items
Please note, we cannot accept returns on the following items:
Trims, transition bars, finishing trims, underlays, cleaners, tools, adhesives, and specific flooring products like Krono, BinylPro, and Berryalloc.
Bespoke and customized items are also non-returnable and non-refundable once ordered.
3.Deposits
Refundable within 48 hours
If you change your mind within 48 hours of making a deposit, we can offer a full refund.
Cancellation Fee
A fee of 15% of the total amount applies to cancellations made between 48 hours and 14 days.
Non-Refundable after 14 days
Deposits are non-refundable after 14 days from payment.
We strive to be transparent and fair in our policies to ensure your satisfaction. If you have any questions or need further assistance, please don’t hesitate to reach out to our customer service team.
