Floor Decor Return and Cancellation Policy
Hassle-Free Returns & Cancellations at Floor Decor
At Floor Decor, we understand that purchasing flooring is a significant investment, and we want you to shop with confidence. Whether you’re selecting carpets, laminate, LVT, SPC, bamboo, hybrid, timber, or engineered wood, we are committed to providing exceptional customer service. While we strive for accuracy in every order, we recognize that sometimes returns or cancellations may be necessary.
To make the process as smooth as possible, please review our return and cancellation policy below. If you need to initiate a return or refund request, simply fill out the return and refund form available on our website.
Returns
All return requests must be made within 30 days of receiving the goods. Returns requested after this period will not be accepted.
Change of Mind or Unwanted Goods:
Returns for change of mind or unwanted goods are accepted on a case-by-case basis within 30 days of receiving the goods.
A 30% restocking fee will be applied to all approved returns for change of mind or unwanted goods.
Return shipping and freight costs must be covered by the customer.
Please ensure you are confident in your product selection before purchasing.
To initiate a return or refund request, please fill out the return and refund form available on our website.
Faulty or Damaged Items:
If you receive a faulty or damaged product, please notify us within 7 days of receipt.
Provide your order number, name, and a detailed description of the issue with photos.
We will assess the claim and arrange a repair, exchange, or refund where applicable.
To submit a faulty item claim, please fill out the return and refund form on our website.
Return shipping and freight costs for faulty or damaged items will be covered by Floor Decor.
Manufacturing Variations:
Some variations in flooring materials are expected due to manufacturing processes and are not considered faults.
These include minor differences in size, texture, grain pattern, and color.
Refund Processing:
Approved refunds will be processed using the original payment method.
Refunds may take up to 30 working days after the return has been received and inspected.
Order Cancellations
Before Dispatch:
Orders can be canceled within 48 hours of purchase, provided they have not been dispatched.
Contact us via email at support@floordecor.co.nz with your order details.
A full refund will be processed, excluding any payment processing fees.
After 48 Hours but Before Dispatch:
If you cancel your order after 48 hours but before it has been dispatched, a 15% cancellation fee will be applied.
Contact us as soon as possible to process the cancellation.
After Dispatch:
If your order has already been dispatched, cancellation is no longer possible.
You will need to follow the return process (if eligible).
Non-Returnable Items
We do not accept returns on the following items:
Trims, transition bars, stair nosings, underlays, adhesives, and installation tools.
Custom-made or special-order products.
Flooring that has been cut to size or installed.
Colour Representation on Screen
While we strive to represent colors as accurately as possible, variations can occur due to screen calibration and printing differences.
Exchanges for color discrepancies will be treated as a change of mind and will not be eligible for a return.
Return Form
For further assistance, please contact us:
Email: support@floordecor.co.nz
Phone: 092129483
Address: 3/107 Harris Road, East Tamaki, Auckland 2013
We appreciate your trust in Floor Decor and are here to ensure your flooring experience is as seamless as possible.
