Returns & Refund Policy

At FloorShack, we aim to ensure our customers are fully satisfied with their purchases. However, we understand that sometimes a product may need to be returned. Please review our returns and refund policy below.

 

 

1. Eligibility for Returns

• Customers may return any non-cut & non-customised product within the specified timeframe in section 3.

• Non-faulty products are subject to a 20% restocking fee.

• Custom-cut products (e.g., carpets, cushioned vinyl) that have been tailored to customer specifications cannot be returned unless they are faulty. Returns must be initiated within the time-frame in section 3.

 

 

2. How to Initiate a Return

To request a return, customers should:

• Contact us via email at info@floorshack.com or through our contact page: https://floorshack.com/contact-us/.

• Provide the order number, details of the product they wish to return, and the reason for the return.

• If the product is faulty, FloorShack reserves the right to request evidence of manufacturer defect.

• Customers must report any product defects or damages as soon as possible within the timeframe outlined below.

• For further details on product delivery and inspection, please refer to our Terms & Conditions of Sale.

 

 

3. Timeline for Returns

• Customers must inspect and notify FloorShack of any damages or defects within 3 business days of delivery.

• If FloorShack requests the product to be returned to our premises or another designated return address, we may, at our discretion:

  • Repair or replace the defective product, or

  • Refund the price paid for the product.

• For non-faulty returns (provided the product is not cut or customised), customers have 14 days from the date of delivery to return the item.

 

 

4. Method of Return

• If the product is faulty, FloorShack will arrange for collection of the defective product and/or delivery of a replacement product at no cost to the customer.

• For buyer-initiated returns, the customer is responsible for the return shipping costs.

• Products returned at the request of the buyer will be at the buyer’s transport and risk, and should be insured for at least their full invoiced value.

 

For any further queries regarding returns and refunds, please feel free to contact our support team at info@floorshack.com.