We stand behind the quality of our products. If there's a problem with your order, we will do everything reasonable to fix it. We ask that you inspect your order upon receipt, with the driver still present. Shipments that are damaged should be refused.
If you discover hidden freight damage after the driver has left or if a manufacturing defect becomes apparent, take photos and contact us right away, and we'll take care of it.
Because many of the products we sell are custom-made to order for hospitality and / or drop-shipped directly from the supplier, there are some limitations to what we can accept as returns.
Ask questions before you place your order: we have swatches, finish samples, measurements, information and advice about everything we sell, so you can make informed decisions and get home flooring you will love.
i. Custom area rug
For custom area rugs, no return or refund is possible. Your sole remedy for any defect or complaint relating to any product provided by us are the ones for “Shipping damage” (as set out above) and the “Limited warranty”.
ii. Broadloom Wall-to-Wall (W2W)
In general, for Broadloom W2W no return or refund is possible. For some exceptional cases, full, uncut as well as unpacked rolls can be returned within 14 days of delivery. Please contact our Customer Service in writing (e.g. via email) for an approved return authorization (RA) in preparation for the return of Broadloom W2W.
For returnable flooring items, you may use the shipping carrier most convenient. Any shipping fees or shipping damage that occurs due to the return are your responsibility. A refund will be issued to you, once the returned items have arrived in a “as new” condition in our fulfillment center. The refund will include the purchase price including taxes. Shipping and handling charges are non-refundable. In addition, a restocking fee may be charged.