FlooringHQ wants you to be satisfied with all products you order from us. Due to the custom nature of your product order, FlooringHQ does not accept returns on any orders unless the product is damaged or defective. It is important that you carefully check your order when it is placed and consider ordering a product sample prior to placing your order.

Incorrect Product

We recommend that you order a sample of the product you are purchasing so that you may use it as a point of reference. If you believe that the product you received is not what you ordered, please contact us the next business day and always prior to installation of the product.

Please keep in mind that many of our products are natural products, so no two pieces are going to be exactly alike. We will request pictures or ask that an independent inspector examine the product to make a determination whether or not there is a discernable difference from the product ordered. If it is determined that you did receive the wrong product, FlooringHQ will replace or refund those products after discussion with you, so the solution is acceptable to both parties.

If it is determined that the product you received is correct we will not be able to replace or exchange your product, or refund your monies.

Product Damaged in Shipping

Our products are carefully packaged to avoid damage in shipping. In the unlikely event that your product arrives damaged, ask your driver to note on the delivery paperwork that an item is damaged or missing before you sign the paperwork. After signing, please contact FlooringHQ on the next business day at 407-262-7979 to alert us that something is wrong with your order so we can attend to it.

If the products have been damaged or something is missing, FlooringHQ will replace the products after discussion with you, so the solution is acceptable to both parties.