Politique de remboursement

Defective, Damaged, or Missing Items Policy

Overview:
At Floors2U, we strive to ensure your satisfaction with every order. This policy outline clarifies the procedures for handling defective, damaged, or missing items.

Wrong Product

If you receive the wrong product, please follow these steps:

  1. File a Claim: Submit a claims form to claims@floors2u.ca within 10 DAYS of delivery.
  2. Submit Evidence: Include digital photos supporting your claim via email.
  3. Return the Wrong Product: You are responsible for returning the incorrect item before the correct product is shipped. No replacements will be processed until the claim is filed, photos are submitted, and the incorrect product is returned.

Damaged Product

If your shipment arrives damaged:

  1. Check Before Signing: Note any damage on the proof of delivery before the driver leaves. Look for rips, tears, or damage to the boxes or shrink-wrap.
  2. Notify Us: Accept the shipment and contact our claims department at 1-877-959-5372 or claims@floors2u.ca within 10 DAYS of delivery.
  3. Submit a Claim: Complete a claims form and provide digital photos of the damaged items.
  4. Replacement: If approved, we will send a replacement immediately. Keep all damaged items as the freight carrier may wish to inspect them.

Hidden Damage

For damage not visible at delivery:

  1. Document at Delivery: If damage isn't seen until after the driver leaves, it must be reported to the freight carrier and filed as a “Hidden Damage” claim within their timeframe.
  2. Contact the Carrier: Reach out to the freight company directly, as Floors2U cannot accept responsibility for damage not reported on the proof of delivery.

Installed Damaged/Defective Product

Once installed:

  1. Acceptance of Condition: By installing the flooring, you accept its condition upon arrival.
  2. Inspection: If defects are found, hire an NWFA CERTIFIED inspector to evaluate the flooring.
  3. Reimbursement: If defects are confirmed, you will be reimbursed for the inspection fees and can choose a credit or replacement for the defective product. Notify us with the inspector’s report.

Defective Product

If you find a defect before installation:

  1. Immediate Notification: Contact our claims department right away at claims@floors2u.ca or 1-877-959-5372.
  2. Claims Submission: Fill out a claims form and provide photos of the defect. You may also send a sample board back for inspection.
  3. Inspection Required: Hire an NWFA CERTIFIED inspector if further evaluation is needed. Email the inspection report to us for reimbursement of inspection fees.
  4. Return Process: Once confirmed, contact the freight carrier to return the defectively material, and provide us with the tracking number for your replacement.

Shortages

Upon receipt of your shipment:

  1. Inspect Carefully: Ensure all items listed on the proof of delivery are included.
  2. Document Shortages: Note any missing items on the proof of delivery.
  3. Notify Us: Contact us within 5 DAYS of delivery at claims@floors2u.ca. Do not install or alter any materials before submitting a claim.

Missing Product

When checking for missing items:

  1. Confirm All Items: Verify that all items listed on the proof of delivery are present.
  2. Note Missing Items: Make a note of any missing items on the proof of delivery before accepting the shipment.
  3. Report Immediately: If items are missing, contact Floors2U right away at 1-877-959-5372. The freight carrier will have up to 48 hours to locate the items before we can file a claim to replace them.

Important Reminder

Always accept delivery of your shipment. Refusal of delivery for any reason will lead to responsibility for shipping costs, restocking fees, and related charges. Additionally, any damaged or defective items that are refused will not be eligible for refund as they will not be documented on the proof of delivery.

For any fees, fines, or charges incurred due to refused delivery, Floors2U will not be held responsible.

**Returns & Cancellations Policy**

At Floors2U, our goal is to ensure complete customer satisfaction with our products and services. If you need to return an item or cancel an order, please review the following policies to facilitate a smooth process.

Returns & Cancellations Policy

At Floors2U, our goal is to ensure complete customer satisfaction with our products and services. If you need to return an item or cancel an order, please review the following policies to facilitate a smooth process.

Cancellations

Before Order Processing or Shipment:

  • Verify Your Order: Please check your order details for accuracy, including color, quantity, and shipping address, before submitting. Floors2U is not responsible for any errors made by the customer.

  • Cancel Your Order: If you need to cancel, call us immediately at 1-877-959-5372. If your order hasn't been processed, we will cancel it without any transaction fee.

  • Processed Orders: If your order has already been processed, a 10% cancellation fee may apply.

Restocking Fees: A 20% restocking fee plus shipping costs will be deducted from your refund if your order falls into any of the following categories:

  • The order has been packed and loaded onto a freight truck.
  • The order is already in transit or has been received from the manufacturer.
  • The order is a custom product or has been cut or altered.

Non-Returnable Items

The following items cannot be returned:

  • Clearance items and flooring accessories including moldings, trims, transitions, odd-lot items, cleaning materials, underlayment, grout, tools, and adhesives.

Returns

After Shipment:

  • If you wish to cancel an order after it has shipped, contact us immediately to maximize your refund (subject to processing and/or restocking fees) and avoid extra shipping costs.

  • For returns due to receiving the wrong product or a damaged item, please refer to our Damaged and/or Missing Items Policy.

Eligibility for Returns

  • To qualify for a return, items must be returned within 30 days of receipt.
  • You must have ordered a minimum of 5 boxes of material to be eligible for a refund. Contact us if you're uncertain about your eligibility.
  • Refunds are only available for complete orders; partial refunds will not be considered. Keep any extra flooring for future repairs.

Natural Variations:

  • Hardwood products naturally have variations in color, knots, and grain patterns. We allow for a 25% variation in these characteristics.

Order Acceptance:

  • Always accept your shipment. Refunds or credits will not be issued if the delivery is refused.
  • Do not return items without obtaining a Returned Products Claims Number from Floors2U. Items returned without this number will not qualify for a refund or credit.

Proper Return Instructions

  1. Filing a Claim: If you received your shipment and want to return it, follow the directions provided in our Claims Form.

  2. Claims Number: Obtain a Returned Products Claims Number from us before returning any items.

  3. Item Condition: Keep products in their original, wrapped condition for safe return. Use additional packing protection as needed.

  4. Scheduling Pickup: We will arrange for a freight company to pick up the return from your location.

  5. Tracking: Email any tracking numbers for returned items to claims@floors2u.com.

Refund Processing

  • Refunds will be processed once we receive returned products in their original condition. Only unopened and undamaged boxes are eligible for refunds.

  • Refund processing typically takes 7-14 business days.

  • Items returned without a Returned Products Claims Number will not be eligible for any reimbursement.

Shipping Costs

  • Only returns for damaged, defective, or incorrect items will qualify for reimbursement of shipping costs. These returns will be handled by Floors2U. All other returns will not be eligible for shipping cost reimbursement.

Thank you for choosing Floors2U! We value your business and are here to help as needed.