Refund policy

Flooritize Flooring — Return, Refund & Cancellation Policy

Last updated: October 17, 2026

This Return, Refund & Cancellation Policy explains the conditions under which Flooritize Flooring (“Flooritize,” “we,” “us,” or “our”) handles order cancellations, returns, refunds, and product-related issues. By placing an order through Flooritize, you acknowledge this policy, subject to your rights under applicable law.

Flooring and building materials can be heavy, fragile, shade-sensitive, and costly to transport. Please review product specifications, quantities, pricing units, delivery details, and supplier-specific requirements before placing an order.

1. Product Availability and Out-of-Stock Orders

Product availability, inventory, pricing, and lead times may change without notice. Products displayed on our website may be subject to supplier inventory, allocation, discontinuation, or fulfillment limitations.

If Flooritize confirms that an ordered product is unavailable and cannot reasonably fulfill the order, the customer will receive a full refund for the unavailable product, including any amount paid specifically for that product. Any shipping charge attributable to other products in the same order will be assessed separately.

Refunds will generally be issued to the original payment method. Processing and posting times vary depending on the payment provider and the customer's financial institution.

We will communicate material availability issues and, where appropriate, may offer alternatives or an updated fulfillment estimate. Substitutions will not be made without the customer's agreement.

2. Order Changes and Cancellations

Customers should contact Flooritize as soon as possible to request an order change or cancellation.

Orders may be processed, allocated, picked, packed, or dispatched by third-party suppliers shortly after placement. A cancellation request is not effective until Flooritize confirms acceptance in writing.

Orders or products already in transit cannot ordinarily be cancelled or refunded by Flooritize while the shipment is underway. Once the products have arrived, any requested return will be handled under the applicable supplier's return requirements and this policy, subject to applicable law.

Orders that have not entered fulfillment may be eligible for cancellation, subject to supplier confirmation and any disclosed, lawful costs already incurred. We will communicate any applicable deduction before processing a cancellation whenever practicable.

Nothing in this section excludes any cancellation, refund, or other right that cannot lawfully be waived.

3. Shipping Charges and Delivery Estimates

Shipping, freight, handling, and delivery estimates are based on the information available when an order is placed. Actual delivery timing may be affected by supplier processing, carrier capacity, weather, road conditions, scheduling, remote delivery locations, or other circumstances outside Flooritize's reasonable control.

Delivery dates and estimates are not guaranteed unless expressly confirmed in writing as guaranteed.

Shipping and freight charges are generally non-refundable, including when a customer changes their mind or requests a return, except where a refund is required by law or expressly agreed to in writing by Flooritize.

Additional charges may apply when a customer requests a delivery change, redelivery, special handling, storage, or other service not included in the original order. Any applicable charge will be communicated as required by law.

Customers should provide accurate delivery details, a reachable telephone number, and any information required for freight delivery. Customers are responsible for ensuring that the delivery location can safely accommodate the shipment.

4. Return Eligibility and Authorization

Returns are not automatic. Products may be eligible for return only when permitted by the applicable supplier's policy and accepted by Flooritize or the supplier through the required authorization process.

Before sending any product back, customers must contact Flooritize and obtain written return instructions and any required return merchandise authorization.

Depending on the supplier's rules, eligibility may depend on whether the product is:

  • Unused, uninstalled, unmodified, and in resalable condition.
  • In its original packaging, with labels and identifying information intact.
  • A standard-stock item rather than a special-order, custom, discontinued, or non-returnable item.
  • Returned within the supplier's applicable return window.
  • Accompanied by the order details and documentation requested by the supplier.

Do not ship products back without written authorization. Unauthorized returns may be refused or delayed.

Installed, cut, altered, damaged through handling, or otherwise used flooring materials may not be returnable under supplier policy. Special-order and custom products may be subject to additional restrictions. These restrictions apply only to the extent permitted by applicable law and do not remove remedies for defective, incorrect, or otherwise legally nonconforming products.

5. Return Shipping, Freight, and Restocking Fees

Unless applicable law requires otherwise or Flooritize expressly agrees in writing, the customer is responsible for return shipping, freight, packaging, insurance, and other transportation costs associated with an approved change-of-mind return.

Flooring and stone products can be heavy or palletized. Customers should obtain return instructions before arranging transportation and use suitable packaging and handling methods.

A supplier may impose a restocking fee, handling charge, repackaging charge, or other permitted deduction for an eligible return. Any applicable fees and deductions will be disclosed or communicated as required by law and the relevant supplier's terms.

Approved return refunds may be reduced by properly disclosed, applicable fees and costs. Original shipping and freight charges are generally not refunded, except where required by law or expressly agreed in writing.

Customers should retain tracking information and proof of shipment for authorized returns. Responsibility for returned goods during transit will be determined by the return instructions, applicable agreements, and applicable law.

6. Damaged, Defective, Missing, or Incorrect Products

Customers should inspect deliveries as soon as reasonably possible and report visible damage, missing items, or incorrect products to Flooritize promptly.

When reporting an issue, please provide:

  • Your order number and contact details.
  • The product name, SKU, and quantity affected.
  • A description of the issue.
  • Clear photographs of the product, packaging, labels, and any visible damage.
  • Delivery paperwork or other supporting documentation, if available.

Where practical, note visible freight damage on the carrier's delivery receipt before signing and retain all packaging until the issue has been reviewed.

Do not install, cut, discard, or further alter a product that appears damaged, defective, or incorrect before contacting Flooritize, unless necessary to address an immediate safety concern.

Flooritize will review the information and coordinate with the supplier or manufacturer as appropriate. Depending on the circumstances, applicable supplier procedures, and applicable law, the available resolution may include replacement, repair, return, refund, or another appropriate remedy.

Reporting requirements do not waive any rights that customers have under applicable law. Customers should contact Flooritize promptly so that evidence can be preserved and supplier or carrier claims can be pursued where appropriate.

7. Flooring Measurements, Quantities, and Installation

Customers are responsible for reviewing product dimensions, coverage, thickness, finish, installation requirements, packaging quantities, and the unit in which each product is sold before purchasing.

Products may be priced per piece, tile, box, carton, square foot, roll, pallet, or another stated unit. Coverage figures and package quantities are provided to help customers plan, but actual requirements depend on the project, installation pattern, cuts, layout, site conditions, and installer practices.

Customers should verify measurements and order sufficient material for the project, including a suitable allowance for cuts, breakage, pattern matching, and future repairs. For complex projects, we recommend confirming quantities with a qualified installer or other appropriate professional.

Calculator results and coverage estimates are provided as planning aids, not guarantees of exact material requirements. Flooritize is not responsible for measurement or quantity errors resulting from inaccurate customer inputs, site measurements, installation layouts, or assumptions, except where responsibility cannot lawfully be excluded.

Please confirm that the products, sizes, colors, quantities, and specifications are correct before installation. To the extent permitted by law and supplier policy, costs arising from installation of the wrong product, insufficient quantities, or customer-selected materials that are unsuitable for the site may not be recoverable from Flooritize.

Nothing in this section limits rights or remedies for defective, misdescribed, or incorrectly supplied products.

8. Color, Shade, Lot, and Product Variations

Product images, samples, swatches, and digital displays are intended as visual references. Actual appearance may vary because of screen settings, lighting, photography, manufacturing processes, natural material characteristics, and differences between production lots.

Natural stone, ceramic, porcelain, mosaics, and other surface products may exhibit variations in color, veining, texture, finish, pattern, and shade.

Products supplied in different production lots may not match exactly. Customers undertaking a continuous installation should, where available and appropriate, order sufficient material from the same lot and verify the material before installation.

Product specifications, dimensions, packaging, and availability may change as manufacturers update their offerings. Flooritize will address material discrepancies in accordance with the applicable supplier terms and applicable law.

A variation inherent to the product or reasonably disclosed in its description does not automatically establish a defect. However, this section does not eliminate rights relating to products that are defective, materially misdescribed, or otherwise nonconforming under applicable law.

9. Supplier-Specific Policies and Resources

Flooritize works with independent manufacturers and suppliers. Supplier return rules, authorization procedures, deadlines, exclusions, and fees may differ by brand and product.

Please review the relevant supplier resources before ordering and contact Flooritize if you need clarification. The links below lead to supplier websites; where a dedicated return policy is not linked, the customer should request the applicable return terms directly from the supplier or through Flooritize.

Daltile

Marazzi

MSI

Bedrosians

Ecore

Ecore Order-to-Make Lead Time: Ecore products that are made to order have an estimated production lead time of 2–3 weeks from order placement, before shipment, unless otherwise stated for the specific product or confirmed in writing by Flooritize. This is a production lead-time estimate, not a guaranteed delivery date. Transit time is additional and depends on shipping arrangements. Customers should account for this lead time when placing an order.

Supplier websites and policies may change. Where a supplier's published terms conflict with this policy, Flooritize will review the applicable order terms and circumstances and apply the terms legally governing the transaction. Nothing in this section permits Flooritize to avoid obligations imposed on it by law.

10. Manufacturer Warranties

Certain products may be covered by a manufacturer's limited warranty. Warranty coverage, duration, exclusions, claim procedures, and available remedies are determined by the applicable warranty terms and law.

Customers should review the relevant warranty documentation and retain order confirmations, product labels, lot information, photographs, and other evidence that may be needed for a claim.

Where appropriate, Flooritize may help customers identify the relevant supplier or manufacturer and submit warranty documentation. Such assistance does not guarantee that a warranty claim will be approved.

A manufacturer's warranty is separate from any rights or remedies customers may have against the seller under applicable law. This policy does not limit non-waivable statutory rights.

11. Refund Processing

Where a refund is approved, Flooritize will generally issue it to the original payment method unless another method is agreed upon or required by law.

Refund processing begins after the relevant refund has been authorized and any required return, inspection, supplier confirmation, or other applicable steps have been completed. Timing may vary based on the payment provider, supplier, bank, and financial institution.

A refund confirmation from Flooritize does not mean the funds will appear immediately in the customer's account. Posting times are controlled in part by the payment provider and financial institution.

For unavailable products that cannot be fulfilled, Flooritize will provide a full refund for the unavailable product. For approved returns or cancellations, any lawful and properly disclosed deductions will be explained as applicable.

If a refund has not appeared within the timeframe communicated by the payment provider, customers should contact Flooritize with their order number and refund confirmation details.

12. Limitation of Responsibility

Flooritize acts as the seller or order coordinator for products that may be sourced, stored, or fulfilled by independent suppliers, manufacturers, and carriers. Fulfillment arrangements vary by product.

To the extent permitted by applicable law, Flooritize is not responsible for delays, interruptions, or failures caused by events outside its reasonable control, including supplier shortages, manufacturing delays, carrier disruptions, severe weather, or other extraordinary circumstances.

To the extent permitted by law, Flooritize is not responsible for costs resulting from installation performed before products have been inspected, failure to verify measurements or specifications, improper storage or handling, misuse, or installation contrary to manufacturer instructions. This does not exclude responsibility for defective or incorrectly supplied products where the law provides a remedy.

Nothing in this policy excludes or restricts liability where such exclusion or restriction is prohibited by law, including applicable consumer rights and remedies. No provision is intended to waive a right or remedy that cannot legally be waived.

13. Policy Updates

Flooritize may update this policy to reflect changes in its operations, supplier procedures, product offerings, or legal requirements.

The version published on the website will show the date of its latest update. Unless applicable law permits otherwise, changes will not retroactively remove rights that customers have already acquired for an existing order.

Customers should review the policy before placing an order. If a material policy change affects an existing transaction, Flooritize will address it in accordance with the applicable order terms and law.

14. Contact Flooritize

For questions about an order, product availability, cancellations, returns, damaged deliveries, or refunds, contact Flooritize through the Contact page on the official website:

Flooritize Flooring — Official Website

Please include your order number, the email address used for the purchase, and a clear description of your request. For product issues, include photographs and relevant product or delivery information where available.

Contacting Flooritize does not replace any formal notice, deadline, or claim procedure that may apply under law or a supplier's warranty.