Return and Refund Policy
Floor Store ensures fast and reliable solutions for its customers. We handle returns, refunds, and cancellations professionally. However, we protect customers and the company with clearly structured guidelines.
1. Return Eligibility
We accept returns on standard Flooring Dubai products and accessories within 30 days of delivery. To be eligible, please ensure items are unused, in their original packaging, and in a resalable condition.
- Unused Products: Products must remain unused and in their original packaging for approval. Returns cannot be accepted if items show wear or damage.
- Delivery Date Limit: Return requests must be submitted within 30 days of delivery. Late requests may not qualify for processing.
- Proof of Purchase: Provide the original invoice or receipt to validate your return request. Requests without proof will be declined.
- Intact Packaging: Sealed boxes of flooring must remain unopened. Skirting and trim must include all protective materials.
Returns meeting all criteria will be processed promptly and professionally.
2. Non-Returnable Items
Certain items are excluded from returns due to customization, clearance, or safety reasons.
- Custom Orders: Flooring cut to specific lengths or custom-ordered quantities cannot be returned. Please double-check your measurements before ordering.
- Clearance Products: Items sold in clearance or final sale are non-returnable. Prices reflect a non-returnable policy.
- Underlay & Adhesives: For hygiene and safety reasons, opened underlay rolls or used adhesive buckets cannot be returned.
- Promotional Discounts: Products bought during promotional events are not eligible for returns. Discounts are final.
- Misuse Damage: Products damaged due to misuse or improper handling cannot be returned. Follow handling instructions carefully.
Non-returnable items are clearly identified to avoid processing confusion.
3. Refund Process
Refunds are processed systematically after approval and verification.
- Request Approval: Send your return request and wait for our approval confirmation. Unapproved requests will not be processed.
- Processing Timeline: Refunds are processed within 7 to 10 business days after approval. Delays may occur during peak periods.
- Non-Refundable Shipping: Original shipping charges are not refundable under any circumstances. Only the product cost will be refunded.
Approved refunds will be credited using the original payment method.
4. Damaged or Defective Items
If your flooring arrives damaged or a skirting profile is defective, we are here to make it right.
- Report Immediately: Notify us within 48 hours of receiving damaged or defective items. Late reporting may affect replacement eligibility.
- Provide Evidence: Attach photos or videos of the damaged item for verification purposes. Clear evidence speeds processing.
- Replacement or Refund: Choose either a replacement or a full refund after approval. The decision is confirmed post-assessment.
Damaged or defective items are resolved swiftly to ensure customer satisfaction.
5. Cancellation Policy
Cancellations are allowed under strict conditions to ensure operational efficiency.
- 24-Hour Window: Orders can be canceled within 24 hours of placement without penalty. Confirm immediately to secure cancellation.
- Bespoke Orders: Orders for special-order flooring or non-stock items cannot be canceled once placed with our supplier.
Cancellations outside the allowed window or for custom products will not be accepted.
6. How to Initiate a Return
Returns are initiated through direct contact using the following communication channels.
- 📞 Phone: +971554722980
- 📧 Email: info@floorstore.ae
- 📍 Address: 4th St – Al Quoz – Al Quoz 1 – Dubai
Contact our support team directly to ensure proper return processing.
7. Important Notes
Key policies and conditions to protect the company and its customers legally.
- Inspection Rights: We reserve the right to inspect returned flooring materials before approval or refund.
- Policy Updates: Return and refund policies may change without prior notice. Check the current version before ordering.
- Legal Limitations: Returns and refunds are subject to UAE consumer protection laws. Compliance is mandatory.
Following these notes ensures smooth processing and legal protection for all parties.