Floor and Decor return policy designed to offer convenience and customer satisfaction. If you’re not fully satisfied with your purchase, you can return most items within 90 days of the purchase date. Returns are accepted both in-store and online, but certain conditions need to be met to ensure a smooth return process.
The product must be unused, unopened, and in its original packaging. A valid sales receipt is also required for returns within 90 days. For any returns beyond this period or without a receipt, Floor and Decor will review the situation and may issue a refund at the last lowest price of the item.
Overview of Floor and Decor Return Policy
- 90-Day Return Window: Most items can be returned within 90 days of purchase.
- Receipt Requirement: A valid sales receipt is necessary for returns.
- Condition of Products: Returns are only accepted for unused, unopened, and undamaged items.
- Refund Process: Refunds are issued based on the original method of payment for returns within 90 days. For returns beyond 90 days, or without a receipt, a store credit or refund at the lowest price will be given.
Timeframe for Returning Items to Floor and Decor
- Returns within 90 Days: You must return most products within 90 days from the purchase date to qualify for a full refund. Products returned in this timeframe will be refunded via the original payment method.
- Returns After 90 Days: Returns made after 90 days, or without a receipt, will be processed at Floor and Decor’s discretion. You may receive a refund at the lowest recorded price or a store credit.
- Refund for Items Over $500: If the purchase was made with cash or check, returns for items over $500 will be refunded through a mail refund check.
Eligibility Criteria for Returns and Exchanges
To ensure that your return is processed smoothly, certain conditions need to be met:
- Valid Sales Receipt: You must have a valid receipt for returns within the 90-day window.
- Product Condition: The product must be undamaged, unused, and in original packaging.
- Photo ID: A valid photo ID is necessary, as Floor and Decor uses a third-party verification system for all returns.
- Special Products: Installed products or custom orders (e.g., countertops, cabinets) have specific return rules. Custom orders are typically non-refundable unless they are damaged or defective.
Conditions for Products Eligible for Return
Floor and Decor specifies that only certain products are eligible for return under the following conditions:
- Unopened Products: Items must be unopened and in their original packaging (e.g., tiles must be returned by the box).
- Undamaged Condition: The item must be in resalable condition, free from damages or alterations.
- Special Exceptions:
- Decorative Mosaics can be returned by the piece, but only if unopened and in the original packaging.
- Sample Purchases can be returned as individual pieces if purchased as samples.
How to Return Items to Floor and Decor
To return an item, follow these steps:
- Gather Your Receipt: Ensure you have the original sales receipt for returns within 90 days.
- Inspect Product Condition: Verify that the product is unused, undamaged, and still in original packaging.
- Visit a Store or Contact Customer Care: You can return products to any Floor and Decor location, or for online purchases, contact Customer Care.
- Provide a Photo ID: A photo ID will be required for all returns.
Refund Process and Methods of Reimbursement
Floor and Decor processes refunds through the following methods:
- Refund Within 90 Days: If you return an item within 90 days and have a receipt, you will be refunded to your original payment method.
- Refund After 90 Days: Returns beyond 90 days or without a receipt may receive a store credit or a refund at the lowest price.
- Large Purchases: For items over $500 purchased with cash or check, refunds will be processed as a mail refund check.
Refund Methods at Floor and Decor
| Purchase Method | Return Timeframe | Refund Type |
| Credit/Debit Card | Within 90 Days | Refund to original payment method |
| Cash or Check | Over $500, within 90 Days | Mail refund check |
| Without Receipt | After 90 Days | Refund at lowest price or store credit |
Handling Defective or Damaged Products
If you receive a defective or damaged product from Floor and Decor, it’s important to handle the situation promptly. Floor and Decor recommends that you inspect all products carefully upon receipt, especially for online orders. If an item is found to be defective or damaged, you should contact Customer Care immediately at 770-421-3705 or 877-675-0002 for assistance.
For in-store purchases, you can visit your local store and initiate a return or exchange process. Damaged products can be returned or exchanged under the same 90-day return policy, but the product must be unopened and uninstalled. In some cases, special orders or custom products may not be eligible for return unless they are defective upon arrival.
Return Policy for Online Orders vs. In-Store Purchases
Floor and Decor has a clear distinction between the return policies for online orders and in-store purchases:
- In-Store Purchases: You can return items to any Floor and Decor location within 90 days of purchase with a valid sales receipt.
- Online Orders: Online returns are also accepted within the same 90-day window. However, you will need to contact customer service and arrange for return shipping, or you can return the item to any store location. The product must still be unused, unopened, and in original packaging.
- Return Shipping Fees: For online orders, you may be responsible for the return shipping costs unless the item is defective or there was a shipping error.
Restocking Fees and Other Return Charges
Floor and Decor generally does not charge restocking fees for most returns. However, there are some conditions where additional charges may apply:
- Return Shipping Costs: If you are returning an item purchased online, return shipping costs may be your responsibility unless the product is defective.
- Special Orders: Special orders, once shipped, are subject to specific return conditions, and you may be required to cover the return shipping costs.
- Custom Orders: Custom products such as countertops or cabinetry are typically non-returnable unless defective, and no restocking fees apply to such returns as they are generally not accepted.
Exceptions to the Return Policy at Floor and Decor
Certain products and circumstances are exceptions to the general return policy:
- Custom Orders: Custom products like countertops or cabinetry are non-refundable unless damaged or defective. These products are made to order and cannot be returned.
- Installed Products: Once a product has been installed, it cannot be returned. This includes flooring, tiles, and other installation items.
- Special Orders: If a special order is placed, the item can be canceled before shipment without penalty. However, once it ships, the customer will be responsible for the return shipping costs.
Floor and Decor’s Exchange Policy
Floor and Decor offers exchanges for certain items under specific conditions:
- Exchanges within 90 Days: If you wish to exchange an item, it must be returned unused, undamaged, and in original packaging. Exchanges can be made at any Floor and Decor store location or through customer service for online purchases.
- Custom Products: Exchanges for custom-made products are not allowed unless the product is defective.
- Store Credit: If you return an item after 90 days or without a receipt, you may receive store credit for an exchange rather than a refund.
How to Handle Return Disputes or Issues
If you encounter issues with your return or have a dispute with Floor and Decor, follow these steps:
- Contact Customer Service: If your return is not processed as expected, reach out to Customer Care at 770-421-3705 or 877-675-0002. They can assist in resolving issues.
- Visit Your Local Store: For in-store purchases, visit a Floor and Decor location and speak with the store manager to resolve the situation.
- Provide Documentation: Have your sales receipt and any related documentation ready to expedite the resolution process.
Frequently Asked Questions About Floor and Decor Return Policy
Can I return an item after 90 days?
Yes, Floor and Decor may allow returns after 90 days at their discretion, typically at the lowest price of the item or as store credit.
What happens if my item is defective?
If your product is defective or damaged, Floor and Decor will offer an exchange or return. Damaged products must be reported immediately upon receipt.
Can I return custom orders?
Custom orders are non-refundable unless the product is defective or damaged.
Do I need a receipt to return items?
A receipt is required for returns within 90 days. Without it, a return will be processed at Floor and Decor’s discretion.
Conclusion on Floor and Decor Return Policy
Floor and Decor offers a flexible return policy designed to make returns and exchanges easy and efficient. Whether your purchase is made online or in-store, it’s important to follow the guidelines, including keeping your items in original condition and retaining your sales receipt.
Returns can be processed within 90 days of purchase for most items, but special conditions apply to custom orders and installed products. By understanding the return policy details and following the correct steps, you can ensure a smooth return or exchange process.
