Refund policy

Refund/Return & Delivery Policy 

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. Items may be returned or exchanged with original receipt within 15 days after pickup/delivery date and must be in their original packaging. All returns and order cancellations are subject to 30% restocking fee and will be refunded in the original form of payment.
No Damage/Product Claims will be accepted after pick up or delivery. It is the responsibility of all customers to inspect their order at the time of pick up or delivery.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@flooranddecor.ca or  jafri@flooranddecor.ca. Please note that returns will need to be sent to the following address: 3560 Odyssey Drive, Unit-2, Mississauga, Ontario, Canada

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@flooranddecor.ca or  jafri@flooranddecor.ca

 Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@flooranddecor.ca or jafri@flooranddecor.ca

🚪 Door Return Policy (Summary)

All customers are responsible for verifying order details before purchase, including size, swing direction (left/right, in-swing/out-swing), and product specifications shown on our website. All sizes listed are slab sizes only (not frame or rough opening). For pre-hung doors, the required rough opening is approximately slab size + 2 inches in both width and height. Hollow core doors (slabs and pre-hung, with no customization) are eligible for return within 30 days and are subject to a 30% restocking fee. Any customization, including size changes, jamb modifications, or machining, is final sale with no return or exchange. All pre-hung doors (solid core, glass, or fire-rated) are final sale. Solid Slabs: Plain slabs may be returned within 30 days with a 30% restocking fee, while solid core, glass, and fire-rated slabs are final sale. All returned items must be in original condition, not installed, cut, or damaged. No returns will be accepted after 30 days from pickup or delivery.

🚚 Delivery Policy (Summary)

All deliveries are garage delivery only; drivers will not enter the house under any circumstances. For condo buildings, delivery will be made only to the main entrance or closest accessible point, and it is the customer’s responsibility to arrange receipt of goods at that location. Customers must provide assistance for unloading large or heavy items, including doors 85" and above and vanities 48" and larger; failure to do so must be communicated in advance or additional charges may apply. The driveway and access area must be clear of vehicles, bins, and obstacles prior to delivery. During winter, driveways must be fully shoveled and salted; failed delivery due to unsafe conditions will result in a re-delivery charge. During spring/thaw conditions, customers acknowledge that driveways may be soft, and we are not responsible for any damage caused by trucks or equipment. If delivery cannot be completed due to lack of access, assistance, or site readiness, a second trip will be charged. All goods must be inspected at time of delivery, and once delivered to the garage or designated drop-off point, responsibility transfers to the customer.