Refund policy

Effective as of 12/29/2025

RETURNS & CANCELLATIONS

PRODUCTS INELIGIBLE FOR RETURN OR CANCELLATION

a.    The following Product types may NOT be canceled or returned at any time unless expressly agreed to in writing by Floor City:

·   Opened or damaged Products
·   Special orders
·   Discontinued or dropped Products
·   Backorders
·   Non-standard Products
·   Products cut, altered, or prepared at the request of Buyer
·   Products sold “as is” or irregular
·   Accessories
·   Adhesives
·   Sheet goods
·   Wall base
·   Transitions

CANCELLATIONS

a.    Orders for stocking Product(s) may be canceled prior to shipment provided that Floor City receives a 72-hour notice from Buyer and Floor City approves the cancellation, assigning a cancellation number. Once an order has been staged for shipping, it becomes ineligible for cancellation and subject to the Return Policy. 
b.    For items purchased that have more than a two-week lead time before the materials will be available for pickup or shipping, the sale is considered a deposit until the items have shipped. If at any time the customer decides to cancel a contracted order where a deposit has been made, Floor City will refund the Buyer. 
c.    All refused or canceled orders, as well as all other Floor City authorized accommodation returns, are subject to 35% restocking fee plus outbound and return shipping, if applicable.  
d.    If an order is canceled in coordination with the cancellation policy prior to shipment, Floor City will credit your account or send a refund by check. Each transaction may be subject to up to 6% in processing fees. 

RETURNS

a.    All returns, exchanges, and claims must be approved by Floor City in writing prior to any return or exchange. If materials are returned without proper authorization, all refunds will be denied. Refusals upon delivery still require a return authorization and pre-written consent.
b.    The supplier will issue a credit for all products they deem re-sellable. This process can take 30 days or longer. Returns are handled case by case and can be denied if the supplier refuses to accept the return. 
c.    If the supplier approves the return, your refunded credit will be subject to a 35% restocking fee (or a minimum of $75), outbound shipping cost (if applicable), and return shipping cost (if applicable). 
d.    No Product shall be accepted for return until the Buyer obtains a Return Goods Authorization (RGA) number from Floor City. Returns without an RGA # could be ineligible for a refund, as Floor City would have no way to prove the materials were returned. You must request a RGA # prior to the return to be eligible for a credit.
e.    Title in a returned Product will pass when Floor City’s supplier takes possession of the Product(s) and verifies with an approved Return Goods Authorization. 
f.    All exchanges will require permission and prior approval prior to exchanging at a local warehouse. An exchange is not eligible if the material is already opened or damaged. 
g.    The following are additional requirements for returns (none of these requirements guarantee that a Product is returnable or a return will be accepted, that requires written authorization and approval from our suppliers):

·    All boxed items must have at least 5 cartons of same dye-lot to be returnable.
·    All Shaw brands (including Shaw, COREtec, and Anderson Tuftex) require minimum quantity of 250 square feet to qualify for return. 
·    Items are only returnable if there is existing material in the same lot or serial number. 
·    No cut sheet goods or rolls of material can be returned under any circumstances. 
·    All accessory products and adhesives cannot be returned under any circumstances. 
·    Other materials such as VCT, LVT, and carpet tile can be returned if written approval is given by a Floor City representative.

h.    All returns that require freight LTL shipping must be placed on a pallet and stretch wrapped securely. Once a return is approved, the customer will be required to send a picture of the wrapped pallet to the representative handling their return inquiry. Return carrier will not be scheduled prior to photo verification.

·    Floor City does not provide stretch wrap for returns. For a product suggestion, consider Uline Econo-Wrapper Blown: https://www.uline.com/Product/Detail/S-11447/Goodwrappers/Uline-Econo-Wrapper-Blown-80-gauge-20-x-1000

REFUNDS & REPLACEMENTS

REFUND PROCESSING

a.    Refunds will be returned to the original method of payment. Checks will be refunded by check. Credit cards or 3rd-Party Payment processors will be refunded back to your account.
b.    After a refund is authorized, it may take 5 business days to post. Please check the bank account or online payment account associated with the original payment method before contacting Floor City and/or your credit card company. If you have not received a refund within the allotted time, contact us at info@floorcity.com. 
c.    In most cases, you should expect to receive your refund within two weeks of giving your package to the return shipper. This time period includes the transit time to receive your return from the shipper (5-10 business days), time to process your return once we receive it (3-5 business days), and time for your bank to process our refund request (5-10 business days). 
d.    If materials are lost during transit, damaged, or defective, the claim process can take up to 90 days. Do not discard products during the claim process. In most cases, even damaged products will need to be returned prior to refund or replacement. 
e.    Dropped Products are final sale once shipped or picked up from a supplier. Discontinued items cannot be canceled or returned. No refunds or credits will be eligible if specified that the materials were discontinued. No refunds will be provided if a special order is no longer needed.

PRODUCT LOST IN TRANSIT

a.    In the event materials are lost by the carrier, we will file a claim. Once the funds have been received from claims, a refund check will be issued. This process can take up to 90 days.
b.    If a Buyer does not wish to reorder materials, they will be refunded if no materials are found within 14 days.
c.    To immediately reorder materials to replace lost goods, we will require payment to cover additional costs. 
d.    Special considerations may be made depending on product availability and total quantity.

PRODUCT DAMAGED IN TRANSIT

a.    If materials are damaged upon delivery, the damage must be documented within 24 hours with photo proof or a signature from the carrier confirming the damaged goods. Claims will be denied without documentation within the specified duration. 
b.    Damage claims may be denied if the damages are not "noted" on the Proof of Delivery. 
c.    Floor City understands that you may not be present at the delivery. That still does not remove the liability of signing without notating there was visible damage. If another person is receiving materials for you, we ask that you inform them to inspect the packaging and take photos if any kind of damage appears to exist. Once possession leaves the freight carrier, Floor City has no way of validating the damage claims from a third party. 
d.    If materials are damaged by the common carrier (such as UPS, FedEx, or other carriers), we cannot immediately ship out more goods unless another order is placed. You are not required to order a replacement, but in order for us to reorder goods on your behalf, we first must have confirmation from the carrier that the package(s) were damaged prior to or at the time of delivery. 
e.    If materials are delivered and received as damaged, we can issue a credit for damaged goods, replace damaged material, or return all damaged or defective products. If damage is not reported at the time of delivery and properly documented, the claim will be denied. 
f.    In the event the material is damaged during the 1st delivery attempt. We reserve the right to refuse a re-shipment and may require that the material(s) be picked up from the nearest distribution warehouse. If the ability to pick up goods is not feasible, we will issue a refund on the original order.

PRODUCT DAMAGED AFTER PICKUP

a.    If materials are picked up from the warehouse, they are deemed in usable condition. Damage claims are waived once the material leaves the warehouse. 
b.    It is normal that some materials can have breakage during the supply chain. Floor City recommends an additional 5-10% of material allotted for waste. 
Release of Liability for Installation 
a.    Floor City is not liable for improper installation methods. No refunds will be provided for improper installation. 
b.    Floor City does not provide replacement Products or cover the re-installation of a Product without approval from the manufacturer. Call or email us today if you have a potential claim to discuss.
c.    If the Buyer believes the Product was installed correctly and issues with the floor were not caused by the installer, Floor City will coordinate with the manufacturer to have a claim submitted for the replacement of the floor. An inspection is required to prove manufacturer defect or faulty material (unless photo, video, or other documentation provided is sufficient for the manufacturer). In this event, it is the Buyer’s responsibility to hire a local inspector. In some areas, a representative of the manufacturer will perform an on-site review, or a distributor may be able to determine the quality of the product upon a return. 
d.    Once the inspection has been completed, please email info@floorcity.com. Reviewed claims will be accepted in full, partially accepted, or denied. If denied, an explanation is usually provided that considers the likelihood that installation procedures were not followed, such as improper acclimations, incorrect floor prepping, or a poor sub-floor. 
e.    Floor City does not assume any liability for financial, physical, or emotional damage caused by issues with the floor covering installation. Floor City acts as a 3rd party sub-distributor of materials; the quality of the goods sold are approved by both the manufacturer and distributor.

SAMPLES

a.    No returns or refunds on samples. 
b.    If a sample is paid for but becomes unavailable or is not delivered, a full refund will be provided for only the samples that were paid for and not received. Free samples that require payment for shipping are eligible for a refund if not delivered within 21 business days. 
c.    In the rare instance that samples come damaged beyond recognition, we can send out replacement samples free of charge. 
d.    Limit of 1 sample per person, per item unless otherwise authorized by a salesperson.

SPECIAL ORDER ITEMS

a.    Items that are shipped directly from the manufacturer are non-refundable and cannot be returned. If manufacturer defects exist any claims for material must be made directly with the manufacturer.