We want you to be happy with your purchase. If you're looking to return or exchange your order for whatever reason, we're here to help! You can return your product for store credit, a different product, or a refund to the original payment method.
On Normally Stocked Items (items regularly stocked on our local retail stores):
15-DAY Hassle-Free Returns on UNOPENED and resalable items provided, customer is responsible for all shipping costs (including, but not limited to, the original shipping cost and the return shipping cost).
No restocking fee as part of hassle-free service. Restocking fee will be applied after the 15 day guarantee period.
Visit our Store Locator to see which items are considered “regularly stocked items,” if the item you are looking for is currently in stock, and to find out the location near you.
On Non-stocked Products (items that originated from our suppliers):
DROP OFF OR SHIP (PREPAID) items back to any Retail Location – we will cover the return shipping to the manufacturer. This DOES NOT INCLUDE rug returns. All rugs must be shipped PREPAID to suppliers upon receipt of Return Authorisation.
A 20% restocking fee applies to all non-stocked product returns, which must be unopened flooring in resalable condition. This also includes custom rugs which have been cut to size.
Accessories, Overages, Refused Orders, Items Wrongly Shipped:
Trims and other accessories such as adhesives, underlay, mouldings and cleaning materials are non-returnable items.
Overages and products purchased over 30 days are non-returnable.
Refused shipments without authorisation will be treated as a return and will be subject to a 20% restocking fee along with initial and return shipping costs.
In case you received wrong items, please send us digital pictures of the product label showing the item ID or provide us a clear description of the product received. This way, we can clearly identify the error and correct immediately.
On Blow Out/Sale Items or Items on Weekly Feature:
All Blow-Out Items and items purchased as a Weekly Feature are non-returnable. Product sold on Blow Out is Final Sale, returns can not be accepted on these “specials” as most products featured have been discontinued and are no longer available in larger quantities. This does not include regularly stocked branded specials. All Blow-Out Items will be clearly marked as such.
WHAT YOU NEED TO DO:
Call or email us to request return authorisation. Wait for our email notification of your Return Authorisation and instructions for return shipping.
Email/ call us with the tracking number of the return shipment. It is VERY important that you provide us with the return tracking number from the carrier; returns can not be processed without the return tracking number.
Allow 10-15 days from the time the returned items were received in our store for processing of refund.
DEFECTIVE CLAIMS POLICY:
If you received a defective item or found defects on products after installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner. Call us (0800 FLOORING) or email us at firstname.lastname@example.org with the following information:
Order number or name on the account
Brief description of the issue
Clear images taken of the defective product showing the issue
Your contact information (email address/working phone number)
Your certified installer's contact information
Your preference for either credit or replacement
A Claims Representative will contact you through email within 24-48 hours to provide you instructions on how to proceed and to assist you with the entire process.
If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.
If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of R300.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.
FLOORINGDEPOT.CO.ZA will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.
After opening 2 cartons with defects, PLEASE STOP opening cartons. We will not issue refund/replacement for boxes OPENED after the first 2 cartons.
Installation of the defective product is acceptance of the order. A claim will not be processed for items with visual defect prior to installation.
DAMAGED/MISSING ITEMS CLAIM:
What to do when you receive damaged items/shortage:
DO NOT REFUSE deliveries even if there is a visible damage or shortage.Inspect all items upon arrival and count the number of damaged boxes. Look for scratches, dents, tears, and check if order is complete and identify missing items.
NOTE down all damages and shortage on the Delivery Receipt. If no damages or shortage are noted on the Delivery Receipt, we cannot be held responsible for any damages or shortages that occur. You will then be advised to file your claim directly with the carrier.
Please make sure that you note the damages/shortage and sign two (2) separate copies (customer's and driver's copies)
Before disposing any damaged material, please contact the carrier to allow them the option of picking up the damaged merchandise for inspection. Only the carrier can advise you to dispose damaged materials.
Call us at 0800-FLOORING or email us at email@example.com with the following information:
Order number or name on the account
Date package was received
Number of cartons/items that were damaged/lost
Working email address/contact details
A Claims Representative will contact you through email in the next 24 – 48 hours to assist you with your claim.