Floor and Decor is a well-known retailer specializing in high-quality flooring materials, tiles, and home renovation products. With a strong presence in the home improvement industry, customers frequently choose Floor and Decor for their home projects. One critical aspect of a customer’s shopping experience is the return policy—understanding how returns, exchanges, and refunds work can make a significant difference when purchasing products for your home. This guide covers everything you need to know about Floor and Decor’s return policy, including requirements, return procedures, and tips for a smooth return process.
What is the Floor and Decor Return Policy?
At Floor and Decor, customer satisfaction is prioritized. Their return policy is designed to accommodate various needs. According to their guidelines, products can be returned within 90 days of purchase for a full refund. This includes most items, but there are specific categories of products that are subject to different return conditions, which we will explore below.
Returns are accepted both in-store and online, depending on how the purchase was made. It is important to note that customers must provide proof of purchase, such as a receipt or invoice, to initiate the return process.
General Return Conditions
- Unused and in original condition:
Products should not show signs of wear, installation, or damage. This means that tiles should not have been laid, wood flooring should not have been installed, and any tools should be in their unopened packaging.
- Accompanied by a receipt or proof of purchase:
Returns require a receipt, either physical or digital. If you have misplaced your receipt, a valid ID and the payment method used might suffice.
- Returned within 90 days:
Returns are accepted within 90 days from the date of purchase. After 90 days, Floor and Decor reserves the right to deny the return.
Types of Refunds
Floor and Decor offers refunds based on the original method of payment. Here’s a quick breakdown:
- Credit Card Purchases: Refunds will be processed back to the original card used at checkout.
- Cash Purchases: Cash returns are given if the purchase was made in cash.
- Check Purchases: Refunds for check payments may take up to 10 business days to process.
- Gift Card Purchases: Items purchased using a gift card will be refunded back onto the gift card.
Non-Returnable Items
Some items are not eligible for return. These include:
- Opened or used products: If the product has been used or opened, it may not qualify for a return unless it’s defective.
- Custom Orders: Custom-made products or items that were ordered specifically for your project are not eligible for a refund or exchange.
- Clearance Items: Items marked as “final sale” or “clearance” are not returnable.
Returning Online Purchases
If you purchased items from Floor and Decor’s website, you have the option to return them either in-store or via mail. Here’s how each option works:
Returning Online Purchases In-Store
- Step 1: Bring your item(s) to any Floor and Decor store: Locate your nearest store using the store locator on their website.
- Step 2: Bring the original receipt and the credit card used: If you don’t have the receipt, try contacting customer service ahead of time.
- Step 3: Speak to a customer service representative: They will verify the condition of the item and issue a refund or exchange accordingly.
Returning Online Purchases via Mail
If visiting a store isn’t convenient, you can ship the product back. Here’s what you need to do:
- Contact Customer Service: Reach out to Floor and Decor’s customer service team to initiate a return. They will provide you with a Return Authorization Number (RMA) and the return address.
- Package the Item Properly: Ensure that the item is securely packed to avoid damage during transit. Include the original receipt and the RMA number in the package.
- Ship the Package: Send the package using a shipping method that includes tracking. Keep in mind that the customer is responsible for return shipping fees, unless the item is faulty.
Returning In-Store Purchases
For items purchased in-store, returns must also be made at a Floor and Decor location. The steps are simple:
- Bring the item and receipt: Make sure to have the item in its original condition along with the receipt.
- Speak to Customer Service: Let them know if you want a refund or an exchange.
- Get Your Refund: Refunds are usually processed on the spot for cash or card purchases.
Exchanges and Defective Products
If you receive a defective product, Floor and Decor has a separate policy for handling these issues:
- Exchanges:
Defective items can be exchanged for the same product, or you can choose a different product of similar value.
- Defective Product Returns:
If you prefer a refund, defective products can be returned even if the original packaging has been opened. Contact customer service for help with defective returns.
Restocking Fees and Large Order Returns
While Floor and Decor’s return policy is generous, there are some exceptions for large orders and restocking fees:
- Restocking Fees:
Certain items, such as large volume orders, may be subject to a restocking fee, especially if the order was a special or custom request. Restocking fees usually range from 10% to 20% of the purchase price.
- Large Order Returns:
For large orders or special requests, the return process may take longer, and additional conditions may apply. We recommend contacting Floor and Decor’s customer service team to clarify any specific details regarding large order returns.
Tips for a Smooth Return Process
To ensure your return goes smoothly, follow these tips:
- Inspect Items Upon Delivery:
Check your products immediately upon receipt to ensure they are correct and in good condition.
- Keep All Receipts and Documentation:
Hold onto your purchase receipts, confirmation emails, and any packaging materials until you are sure you will not need to return the product.
- Contact Customer Service if Unsure:
If you have any doubts about whether an item can be returned, contact Floor and Decor’s customer service before attempting a return.
- Consider Exchanges Over Refunds:
If you’re uncertain about a product, opting for an exchange can save you restocking fees and shipping costs.
Frequently Asked Questions About Floor and Decor Returns
Yes, a receipt or proof of purchase is required to complete a return or exchange. If you don’t have the original receipt, Floor and Decor may still process the return using a valid ID and the payment method used, but this is not guaranteed.
Yes, online purchases can be returned to any Floor and Decor physical store. Just bring the item(s) in new condition, along with the original receipt or order confirmation, and a customer service representative will help you process the return.
Yes, restocking fees may apply to certain items, particularly for large or special orders. Restocking fees typically range from 10% to 20% of the item’s purchase price. It’s best to confirm with Floor and Decor’s customer service for specific details.
If you receive a defective product, contact Floor and Decor’s Customer Service as soon as possible. Defective items can be returned or exchanged, even if opened, within the standard return window. Floor and Decor will either send a replacement product or issue a refund, depending on your preference.
No, Floor and Decor does not accept returns on products that have been installed or show signs of use. Ensure you thoroughly inspect all items before installation to verify they are in good condition and meet your requirements.
No, partially used boxes of flooring materials are not eligible for return. All items must be returned in their original condition, without signs of use or damage, to qualify for a refund or exchange.
While there is no official return limit per customer, repeated returns without receipts or excessive returns of the same product may prompt a review by store management. Floor and Decor reserves the right to limit or decline returns at their discretion.
For online orders, you can cancel or modify the order before it ships. Contact customer service immediately if you need to make changes. For in-store purchases, you may need to visit the store where the purchase was made to request modifications.
Conclusion
Understanding Floor and Decor’s return policy can save you time, money, and hassle, especially when dealing with large and costly home renovation items. By familiarizing yourself with their return windows, eligible products, and potential fees, you can make more informed decisions and handle returns with ease.