Refund policy

Focus On Flooring offers a 30

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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 ralph@focusonflooring.ca. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 ralph@focusonflooring.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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.


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 ralph@focusonflooring.ca.

-Day Money Back Guarantee to all of our customers. This guarantee not only ensures your complete satisfaction; it provides a simple step by step process for you to return your order. You may return your product, for any reason, within 30 days of delivery. We make this super easy for you – here is all you need to do:

  • No Returns after 30 days of pick-up or delivery.
  • All returns will be subject to a 25% re-stocking fee.
  • There are no returns, refunds, or exchanges on transitions (end caps, reducers, t-mold, 1/4 round, stairnose, etc.).
  • The product must be in the original, sealed, un-opened boxes.
  • The product must be returned in the same condition as when it arrived to you.
  • There are no returns or refunds on special made-to-order products.
  • There are no returns, refunds, or credit on installed products. INSPECT FOR COLOR AND QUALITY PRIOR TO INSTALLATION!!!
  • There are no returns, refunds, or cancellations on closeout/discontinued items. No warranties are valid on closeout items.
  • We do not accept returns of opened, damaged, wet, or items otherwise not in resalable condition.
  • There are no returns on tile due to possible breakage and/or dye lot issues.
  • We cannot accept returns of less than 5 boxes of material.
  • You are responsible for returning the material to your closest Focus On Flooring store or shipped back to our Modesto Warehouse only. Material must be returned to Focus On Flooring, the material cannot be returned to Vendor will call locations.
  • Customer is responsible for all return shipping costs.
  • If you do not have a shipping company you may contact our logistics department and they can help you set-up return shipping at your expense.
  • Contact us to retrieve a RMA (Return Merchandise Authorization) number and return address.
  • We do not accept returns of opened, damaged, wet, or items otherwise not in resalable condition.
  • After we have received your product and completed a quality inspection, we will immediately process your refund. Full refund is for materials only and does not apply to any shipping charges.

To speak with a friendly customer support advocate who will be more than happy to assist you, please contact us at 647-249-3452.


On custom made or special order products, this policy does not apply, unless the product is defective. These are specialized orders made to order. Unapproved returns may be refused upon delivery resulting in you to incur additional fees and return shipping costs. The inherent characteristics of flooring allow for some expansion and contraction and color shades may slightly vary. Due to this, we cannot accept returns for color and thickness variations unless the flooring is off more than 1 mm in thickness or if colors are substantially different. With that said, we are always committed to your complete satisfaction, so please contact us at 647-249-3452 to speak with a friendly customer support advocate, who will be more than happy to explain your options with you.

Claims: Internet Pricing vs. In-Store Pricing

At Focus On Flooring customer satisfaction is always our goal. However, all claims will need to be processed through the same channel in which the original purchase took place and based on their original purchase pricing structure. In-store priced claims will be rectified based on in-store pricing through the store of original purchase. Internet priced claims will be rectified based on internet pricing and through our internet division.