Floor & Decor accepts eligible store and online purchases for return within 90 days of purchase with a valid sales receipt. This guide covers the U.S. policy. Before transporting heavy materials back, check your purchase date, receipt, packaging, and whether the order was custom made. Online customers can return qualifying purchases to a retail store.
For a renovation project, the practical approach is to separate materials you want to keep from those you may return before work begins. Keep receipts accessible, photograph delivery problems, and avoid opening additional boxes until you know you need them. The sections below explain the main restrictions and how to prepare for a return.
Floor & Decor Return Policy at a Glance
| Policy Detail | Current Rule |
|---|---|
| Standard Window | 90 days from purchase |
| Standard Proof | Valid sales receipt |
| Online Purchases | Eligible merchandise can be returned to a retail store |
| No-Receipt Returns | Restricted; valid photo ID required |
| Approval | Returns are subject to verification; Floor & Decor may limit or deny them |
The deadline applies to purchases made online and in stores. Keep the purchase date in view when scheduling your project.
Packaging, Refunds, and Major Exceptions
The following conditions determine whether merchandise qualifies and how an approved refund is issued:
| Situation | Rule |
|---|---|
| Standard Merchandise | Unopened, undamaged, resalable, in original packaging and purchased quantity |
| Tile Purchased by the Box | Return by the box |
| Individual Samples | Permitted when identified as samples on the receipt |
| Decorative Mosaics | Individual pieces permitted with original backing and plastic wrapping intact |
| Installed Products | Not returnable or exchangeable |
| Receipted Returns Within 90 Days | Original payment method |
| Approved Late or Receiptless Returns | Merchandise credit at the last lowest price; discretionary, with photo ID |
| Cash or Check Refunds Over $500 | Mailed refund check |
| Non-Custom Special Orders | Returnable to a retail store |
| Custom Orders | Nonrefundable once tendered; damaged or defective products can be exchanged |
| Design Studio Purchases | Take physical returns to a retail store, not a Design Studio |
Special orders canceled before shipping receive a full refund, including shipping. After shipment, customers bear outgoing and return shipping costs. The published policy does not specify a universal restocking percentage or refund-posting timetable. Contact Customer Care at 877-675-0002 for return-shipment arrangements.
How to Return an Item to Floor & Decor
Returning Merchandise to a Store
Take eligible merchandise and your valid sales receipt to a Floor & Decor retail store within the standard return period. The company’s help center confirms that store returns are available for online purchases.
To prepare:
- Match the product and quantity to your receipt.
- Separate the merchandise you want to return.
- Protect it during transport.
- Ask for a return receipt and keep it until the refund is resolved.
For a large load, call ahead to discuss unloading arrangements before making the trip.
Returning Without a Receipt
Bring valid photo identification if you cannot provide a receipt. Floor & Decor records identification information for receiptless returns and reserves the right to restrict them.
Before visiting, search your email and paperwork for purchase records. An order confirmation or order number may help explain the transaction, but ask the store whether your available documentation satisfies its requirements.
Damaged Deliveries and Missing Materials
Inspect the delivery before installation and report damage or shortages upon receipt. Floor & Decor instructs customers not to refuse shipments; refusal can result in applicable shipping charges.
For damaged tile shipments, the help center requests order details, damaged-product details, and photographs. Have your order number and tracking numbers ready when contacting the Web Damages Specialist through Customer Care.
Photograph both the affected material and its packaging. Count the damaged pieces and keep a written record of what you reported. If the wrong product arrived, compare the carton label with your order and ask support for instructions before arranging transportation.
Return Costs and Refund Follow-Up
Before arranging freight, request a written explanation of:
- Transportation charges.
- Any deductions from the merchandise refund.
- Where the goods must be delivered.
- Who schedules the carrier.
- What paperwork must accompany the shipment.
For a pending refund, retain your return receipt and ask the store to confirm the refund amount, destination, and processing date. If materials were shipped back, keep the carrier’s delivery confirmation as well. A delivery record and a refund receipt document different stages of the process.
What to Do If Your Return Is Denied
Ask which requirement caused the denial and compare that explanation with your receipt, order terms, and product condition.
For a disputed purchase date or quantity, gather the relevant transaction records. For a damage issue, provide photographs and the original report. Ask support what additional evidence would help resolve the case.
If a product develops a problem after installation, check its written warranty separately. A warranty claim requires reviewing that product’s coverage, exclusions, and claim instructions.
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Frequently Asked Questions
Can I Return an Online Purchase to a Floor & Decor Store?
Yes. Eligible online purchases can be returned to a retail store within 90 days. Product restrictions still apply.
Does a Return Without a Receipt Require ID?
Yes. Floor & Decor requires valid photo identification for receiptless returns and may limit or deny them.
Can I Return Store Sample Pieces?
Yes. Floor & Decor’s samples page states that store sample pieces can be returned to the store within 90 days of purchase for a full refund. Keep the receipt identifying the sample.
What Should I Include When Reporting Damaged Tile?
Provide your order details, information about the damaged products, and photographs. Keep your order number and tracking numbers available for follow-up.
Should I Arrange Return Freight Before Contacting the Retailer?
Contact support first so you can confirm the destination, approval requirements, packaging instructions, and transportation costs before committing to a shipment.
Conclusion
The Floor And Decor Return Policy gives customers a standard 90-day period to bring eligible purchases back with a valid sales receipt. Online purchases also qualify for store returns, subject to the applicable conditions.
Before loading your vehicle or booking freight, review the packaging and order restrictions above. Keep purchase records, document delivery problems immediately, and retain proof of the completed return. For heavy or unusual orders, confirm the return arrangements and potential charges beforehand so you know what to transport, where to take it, and what refund to expect.