If you’ve recently bought tile, wood, or stone for a project, understanding the Floor and Decor return policy is key. This guide will walk you through all the details you need for a smooth return or exchange.
Knowing the rules before you buy can save you time and hassle later. Returns for home improvement items can be tricky, but we’ll make it simple.
Let’s look at how their policy works, what you can send back, and how to get your money back.
Floor and Decor Return Policy
The core of the Floor and Decor return policy is a 30-day window for most items. You have one month from your purchase date to initiate a return for a refund or exchange.
This applies to items bought both in-store and online. The clock starts ticking on the day your order is delivered or you pick it up from the store.
It’s important to note that the item must be in its original, saleable condition. This means it hasn’t been installed, cut, modified, or used in any way.
What Items Are Eligible for Return?
Most products from Floor and Decor fall under the standard 30-day policy. This includes:
- Unexplained boxed tile (still sealed in the original packaging)
- Full, uncut bundles of wood or laminate flooring
- Natural stone slabs and tiles
- Tools and installation materials (like thinset, grout, and underlayment) that are unopened
- Accessories, decor items, and bath fixtures
What Items Have Special Return Conditions?
Some products have different rules. Always check your receipt or the website for specific details.
- Clearance & Special Order Items: These are almost always marked as final sale. They cannot be returned unless they are defective upon arrival.
- Cut or Opened Materials: Any tile that has been cut, or flooring that has been opened and pieces removed from the bundle, is not returnable. This is a standard rule in the industry.
- Installed Products: Once an item is installed, it is considered used and cannot be returned. This is true even if you are within the 30-day period.
- Hazardous Materials: Opened containers of adhesives, sealers, or chemicals may not be returnable due to safety regulations.
Do You Need Your Receipt?
Yes, you absolutely need your receipt for a smooth return. The store will use it to verify the purchase date, price, and item.
If you paid with a credit or debit card, they can sometimes look up your purchase. But this process takes longer and isn’t guaranteed. Having your physical or emailed receipt is the fastest way.
Without any proof of purchase, Floor and Decor will likely deny the return. It’s best to keep all your receipts until your project is completely finished.
Returning Online Purchases
The process is a bit different for items you bought on their website. You have two main options:
- Return to a Store: This is usually the fastest method. Bring the item, all original packaging, and your packing slip or order confirmation email to any Floor and Decor retail location. Your refund will be processed there.
- Return by Mail: You must start this process through the “Returns” section of their website or by calling customer service. They will provide a Return Merchandise Authorization (RMA) number and instructions. You are typically responsible for return shipping costs, which are deducted from your refund.
Understanding Restocking Fees
Good news: Floor and Decor does not charge a standard restocking fee for most returns that meet their policy conditions. This is a big benefit compared to some other retailers.
However, if a return is particularly large, heavy, or requires special handling, a fee could apply. This would be discussed with you before the return is finalized. Always ask if you’re unsure.
Step-by-Step Guide to Making a Return
Follow these steps to ensure your return goes off without a hitch.
Step 1: Gather Your Items and Documentation
Collect everything you need before heading to the store or starting an online return.
- The item in its original, unused condition.
- All original boxes, packaging, and manuals.
- Your original receipt, packing slip, or order number.
- The credit card you used for the purchase (if applicable).
Step 2: Initiate the Return Within 30 Days
Don’t wait! Check your purchase date and make sure you start the process before day 31. For in-store purchases, just go back to the store. For online orders, decide if you’re going to a store or mailing it back.
Step 3: Package Items Securely
If returning by mail, pack the item exactly as it was sent to you. Use the original box if possible. Include all padding and documentation. The RMA number must be clearly visible on the outside of the box.
Step 4: Complete the Return Transaction
At the store, a customer service associate will inspect the item and process your refund. For mail returns, you’ll need to ship the package and track it. The refund is issued after the warehouse receives and inspects it.
How and When You Get Your Refund
The method of your refund depends on how you originally paid.
Refund Timelines
- Credit/Debit Card: Refunds are issued back to the original card. It can take 3-10 business days for the funds to appear on your statement, depending on your bank.
- Cash or Check: You will receive a cash refund or a company check for the amount.
- Gift Card: The refund will be issued back to a new Floor and Decor gift card.
- Online Returns by Mail: The timeline is longer. After the warehouse receives and approves your return, it can take up to 14 business days for the refund to be processed back to your card.
What About Exchanges?
Exchanging an item is straightforward. If you want a different color, size, or product, you can do an even exchange for something of equal value.
If the new item costs more, you’ll pay the difference. If it costs less, you’ll get a refund for the difference. The standard return condition rules still apply to the item you are exchanging.
Tips for a Hassle-Free Experience
A little planning makes everything easier.
- Buy Extra: Always purchase about 10-15% more tile or flooring than you need. This covers cuts, mistakes, and future repairs. You can return unopened, full boxes.
- Inspect Upon Delivery: When your order arrives, open boxes and check for damage or defects immediately. Report any problems right away.
- Store Items Properly: Keep extra materials in a dry, temperature-controlled area in their original packaging until you’re sure you don’t need them.
- Ask Questions: If you’re unsure about a product’s suitability before buying, ask a store associate. They can clarify if something is final sale or has unique return conditions.
Frequently Asked Questions (FAQ)
Can I return opened tile to Floor and Decor?
No, you cannot return opened tile boxes. Tile must be in its original, sealed manufacturer’s packaging to be eligible for return. Once you break the seal on a box, it is considered non-returnable.
What is Floor and Decor’s return policy on flooring?
Flooring, like wood, laminate, or luxury vinyl plank, must be returned as full, unopened bundles. If you open a bundle and remove even one piece, the entire bundle cannot be returned. The standard 30-day time frame applies.
How strict is the 30-day return window?
It is generally very strict. The return must be initiated within 30 days of the purchase or delivery date. Exceptions are rare and typically only made for documented defective items.
Can I return a special order item?
Special order items are almost always final sale and cannot be returned. This is because they were ordered specifically for your project. Be very certain before confirming a special order.
What if my item is defective?
If an item arrives with a manufacturer’s defect (cracks, chips, color inconsistencies), contact Floor and Decor immediately. They will help you arrange for a replacement or refund, even if it’s outside the normal return window. You may need to provide photos.
Does Floor and Decor offer price adjustments?
Floor and Decor does not typically offer post-purchase price adjustments. If an item goes on sale shortly after you buy it, their policy is not to refund the difference. In some cases, you could return the item (if it’s still in new condition) and then repurchase it at the sale price.
Final Thoughts on Their Policy
The Floor and Decor return policy is designed to be fair and clear for DIYers and professionals alike. The key takeaways are the 30-day deadline and the requirement for items to be in new, resalable condition.
By keeping your receipt, planning your purchases carefully, and acting quickly if you need to make a return, you can shop with confidence. Always double-check the rules for clearance and special order items, as those are the most common sources of confusion.
Remember, the store associates are there to help. If you have any doubts about a product or the return process, just ask them for clarification before you complete your purchase. This simple step can prevent most issues down the line and ensure your home project is a success.