Efloors.com Returns Policy

We want you to be 100% satisfied with your purchase from Efloors.com, and strive to make your purchase experience as pleasant as possible. If for any reason you are not completely satisfied, Efloors.com offers the following terms and conditions for returning an order.

All the flooring products sold on Efloors.com come with the manufacturer’s warranty. Please note that warranty periods and services vary by manufacturer and product, and it is important to be familiar with the warranty associated with the products you have purchased. The terms of the manufacturer’s warranty for specific products may impact the return process.

The following rules apply toward general returns of Efloors.com merchandise. For more detailed guidelines, please see our specific policies on cancelled orders, merchandise with obvious damage, merchandise with concealed damage, incorrect merchandise and missing merchandise.

Purchases of any merchandise not labeled as in-stock are considered special order buys and are not eligible for return. Efloors.com cannot process returns for special order merchandise.
All returns require a return authorization number. Customers must contact Efloors.com at 1-888-775-7595 to confirm this number within 14 days of receiving the order; otherwise, a return cannot be processed.
Customers may return new unopened in-stock items within 14 days of accepting delivery; the customer will be responsible for the full original freight cost, the full return freight charge, and a 20% restocking fee.
Because Efloors.com periodically offers shipping promotions, the cost of shipping charged to the customer may not be the full price of shipping actually incurred. Should you decide to return merchandise on an order that qualified for a shipping promotion, the cost of shipping deducted from your refund may be higher than the original amount charged on your order.
Efloors.com does not accept any returns of flooring accessories such as trim, molding, underlayment, transition pieces, installation kits, vents and floor care products.
Partial cartons of merchandise cannot be returned; returned cartons must be full and factory sealed. In case of defective product discovered after a carton has been opened, see the Efloors.com policy on merchandise with concealed damaged.
Any products that have been installed cannot be returned or refunded in any way. Installation of product is considered full acceptance of it in the condition it was received.
Any custom made orders, including but not limited to transition pieces cut to specific lengths or custom area rugs, cannot be returned or cancelled for any reason once your order has been placed.
Efloors.com is not responsible for merchandise damaged as a result of improper installation, or returned merchandise damaged in return transit.
Any orders that were shipped to the customer on a skid or pallet must be returned to Efloors.com on a skid or pallet.
In the event of defective product, a credit or refund will not be issued for product opened after the first two cartons.
Digital photos of product may be required to process a return depending on the nature of the problem. Please be prepared to submit digital photos if requested to do so.
If delivery of an order is refused for any reason not approved by Efloors.com, the customer will be liable for all charges, including storage, incurred as a result of the refusal.
A credit or refund cannot be issued until the approved merchandise is received, examined, found to be completely damage-free, and restocked. This process may take four to six weeks from the date the returned item is received. Efloors.com reserves the right to issue refunds in the form or a credit or check.

Cancelled orders
If you wish to cancel your order from Efloors.com, the following rules apply

If the product has not yet been ordered from the manufacturer: your order will be cancelled and no charges will be incurred. You will receive a full refund on your order.
If the product has been ordered from the manufacturer, but not shipped: You will be charged a 20% restocking fee.
If the order has already been shipped and is in transit: you must accept delivery of it, and then, with your order number ready, call us at 1-888-775-7595 to receive a return authorization number. We will then begin processing your order as return.
Please remember that special order items are not eligible for return.

Merchandise with obvious damage
If you see that there is obvious damage to your merchandise while the delivery driver is still present, you may refuse the order, but first:

On the bill of lading, record that the delivery was refused and the damage that was observed.
Ensure that both you and the delivery driver have a copy of the bill.
With your order number ready, call Efloors.com at 1-888-775-7595 to report the damaged merchandise.

Merchandise with concealed damage
If you discover damage to your merchandise after the delivery was accepted, but prior to installation, the following procedures will apply:

In the event of defective product, Efloors.com will not issue a credit or refund for product opened after the first two cartons.
With your order number ready, call Efloors.com immediately at 1-888-775-7595 and report the nature of the damage.
Merchandise with concealed damage must be reported to Efloors.com within 3 business days after delivery of materials.

Incorrect merchandise
We apologize if we have shipped you the incorrect items. Just follow these simple steps, and we’ll resolve the discrepancy as quickly as possible.

With your order number and the description of the incorrect product ready, call Efloors.com at 1-888-775-7595.
Merchandise that has been shipped incorrectly must be reported to Efloors.com within 3 business days after delivery of materials.
We will coordinate pick-up of the incorrect merchandise. Efloors.com reserves the right to use the freight service of our choosing.

Missing merchandise
We apologize if you did not receive all of the items you ordered. Just follow these simple steps, and we’ll resolve the discrepancy as quickly as possible.

With your order number and the description of the missing product ready, call Efloors.com at 1-888-775-7595.
Merchandise that has been ordered, but was not included in your shipment, must be reported to Efloors.com within 3 business days after delivery of materials.
We will make arrangements to ship the missing merchandise to you. Efloors.com reserves the right to use the freight service of our choosing.