Returns and Claims Policies

• To initiate the return process, please contact us at: customerservice@floorbox.us
• Please include the following in your e-mail:
• 1- Your order number;
  2- A list of the items you want to return and their product code(s);
  3- Photographs of all the items you want to return.

Order Returns Conditions:

a) You must request the return within a maximum of 30 days of the original delivery date of your order.
b) The product must be in its original packaging and in the same condition as when it was delivered. The product must not have been used, modified, installed, or marked in any way.
c) The money-back Guarantee does not apply to clearance items, Special Orders, Container Order or any other order excluded from the return policy.
d) Once we have received the items and validated that the above conditions of the Guarantee have been met, your refund will be processed minus the applicable fees.
e) No return request will be accepted if we do not have photographs of the items in their actual state.

Return fees:

• For all return requests, a 20% restocking fee will be deducted from the total refund.
• Shipping fees vary depending on the type of delivery:
• Parcel delivery: a fee of $9.99 + tax will be deducted from the refund.
• Oversized parcel delivery: a fee of $35 + tax will be deducted from the refund.
• Scheduled Delivery (pallet delivery):): a shipping quote must be provided with the appropriate fees, which will be deducted from the refund.
• Heat Cables and Thermostats: To be eligible for a return, Heat Cables and Thermostats items must be in the undamaged original packaging. Also, it is important to note that the seal that closes the box must be unbroken.
• Freeze sensitive items: Items that are identified as freeze sensitive on either the product page and/or as freeze sensitive in the order cart section will not be refundable nor exchangeable once delivered.

Flooring orders return Conditions:

• a) The order must be returned in its entirety. Every piece of the order that you received must be returned. Partial refunds are not available for Flooring products or pallet orders.
• Return fees: For Flooring and other Pallet orders, a 20% restocking fee + shipping costs associated with returning the products will be deducted from the full refund amount. The pick-up and shipping to return your order will be organized by FloorBox and its service providers. A quote will be provided upon establishing the fees for your return.

Claims

Manufacturer Warranty and Claims:

• FloorBox offers no other warranties apart from the manufacturer warranties described below. The sole warranty applicable to each particular product is the warranty, if any, offered by the manufacturer of such product as of the date that You purchase the product.
• All warranties offered are provided solely by product manufacturers. Limited warranties for specific products sold by FloorBox or the supplier are communicated under the “Warranty” section of each product’s display page(s) on the Site. Each limited warranty applies to every respective product sale by FloorBox or the supplier.
• Any such warranties are considered in effect and will be honored by FloorBox only if You have paid in full for the warrantied product.
• Before You can return any product, You must contact FloorBox to receive a Warranty Authorization (WA) number within the time period provided by the manufacturer (please refer to the specific manufacturer’s warranty for the product). The WA number can only be used for its associated product. The returned product must match the product described in the Warranty Authorization in order to be accepted for return.
• All returns must be received by the manufacturer or supplier within thirty (30) days of Your receipt of the WA number. Shipping arrangements for returns must be processed by FloorBox’s shipping department. You are responsible for any shipping charges associated with returning Your order unless the manufacturer has stated in its warranty that it will accept responsibility for such costs. Where possible or as specified by the manufacturer’s warranty, Your order must be in “as new” condition and in its original packaging, including all warranty materials, manuals, and other accessories.
• To return Your order, You must include the original packing slip and indicate the WA number on the outside of the return shipment packaging.
• FloorBox may ask You to submit a brief written explanation as to why You want to return a product and provide photos of the product in question if You would like to make a warranty claim. An on-site product inspection may also be required. A FloorBox representative will inform You of any details relating to Your warranty claim. Warranty claim validations are at the sole discretion of FloorBox.
• THE GOODS AND SERVICES PROVIDED BY FLOORBOX ARE PROVIDED “AS IS” AND ON AN “AS AVAILABLE” BASIS, WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED, EXCEPT AS SET FORTH ABOVE. FLOORBOX, AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS, SPECIFCIALLY (BUT WITHOUT LIMITATION) DISCLAIM (i) ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICUALR PURPOSE; AND (ii) ANY WARRANTIES ARISING OUT OF COURSE-OF-DEALING, USAGE, OR TRADE. THE FOREGOING DISCLAIMERS MAY NOT APPLY IN WHOLE OR IN PART UNDER APPLICABLE LAW IN SOME JURISDICTIONS.

Claims for Shipping Mistakes and Damage:

• Once an order has been delivered to the Shipping Address, You are responsible for inspecting the order as per these Terms of Use.
• IMPORTANT: You must inspect the delivery for missing and damaged items and notify FloorBox of any missing or damaged items in accordance with the instructions set forth below within 24 hours after the relevant order is delivered to the address indicated in the order. FloorBox will not have any obligations with respect to missing or damaged items that are not properly reported to FloorBox within that 24-hour period.
• If any items are missing or damaged, claims to FloorBox relating to such items must be made using the following procedure:
• write down the number of boxes that are damaged and/or missing contents beside Your signature on the delivery receipt provided by FloorBox or the shipping agent (the “Delivery Receipt”);
• take photographs of the entire order as it arrived at the Shipping Address;
• write down details of the damaged or missing materials using the words “damaged” or “missing” as applicable; and report the damaged and missing material to FloorBox at customerservice@floorbox.us within 24 hours after the order is delivered to the Shipping Address
• If you follow the claims process as described above, and if FloorBox validates your claim, then, at FloorBox’s sole discretion, FloorBox will either (a) deliver products to replace the missing and damaged products reported in Your claim; or (b) give You a compensating credit for the value of the damaged and missing items.