FLOORCO RETURNS AND CANCELLATION POLICY
All returns and cancellations must be discussed with FLOORCO and approved in writing before any products are returned or orders are cancelled.
Product Returns
Approved products must be returned within 30 days of delivery and must be unopened, unused, undamaged and in their original, resalable condition.
A 15% restocking fee applies to approved returns. The customer is responsible for return freight, and original delivery charges are non-refundable.
Approved refunds will be processed within 30 working days after the products have been received and inspected.
Non-Returnable Products
The following products cannot be returned:
a) All trims and accessory materials, including transition bars, finishing profiles, stair nosings, underlays, adhesives, cleaners, tools and installation accessories;
b) Clearance, discounted or specially priced products;
c) Special-order, bespoke or customised products; and
d) Products that have been opened, installed, used, damaged or incorrectly stored.
Damaged, Incorrect or Defective Products
Products must be inspected upon delivery and before installation.
Any visible damage, shortage, incorrect product, colour or batch mismatch, or suspected manufacturing defect must be reported within 14 days of delivery.
Products with visible defects or mismatch must not be installed. Claims for visible issues will not be accepted after installation.
Please provide your invoice number, product details, batch information and clear photographs when submitting a claim.
Order Cancellation
Order cancellations must be discussed with FLOORCO and approved in writing.
The customer is responsible for costs arising from the cancellation, including allocated stock, specially ordered products, freight, administration and labour.
Special-order, bespoke and customised products cannot be cancelled once ordered.
Deposits
The required deposit will be stated on the quotation, invoice or order confirmation and may be up to 30% of the order value.
Deposits are non-refundable once the order has been confirmed and stock, products, labour or other resources have been allocated or ordered.
Please contact FLOORCO before returning any products or requesting an order cancellation.
