Refund and Returns Policy
Effective Date: 01 October 2025
1. Return Period
Our return policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase was delivered, we unfortunately cannot offer you a refund or exchange.
2. Eligibility for Returns
To be eligible for a return:
- Your item must be unused and in the same condition that you received it.
- It must be in the original packaging.
- You must provide a receipt or proof of purchase.
Non-Returnable Goods
The following goods are exempt from being returned (unless defective):
- Special Order Goods: Any flooring product cut from a roll (e.g., vinyl, carpets) or blinds custom-made to your specifications.
- Final Sale / Clearance: Items marked as “Final Sale” or “End-of-Range”.
3. Return Shipping Costs
Defective or Incorrect Items: If you receive a defective or incorrect item, we will pay for the return shipping costs.
Change of Mind / Customer Error: If you are returning an item due to a change of mind or ordering the wrong size, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original delivery will be deducted from your refund.
4. Restocking Fees
Returns for reasons other than defects (e.g., change of mind) are subject to a Handling and Restocking Fee of between 10% and 20% of the purchase price. This fee covers the costs of rendering the goods fit for resale and is determined by our suppliers.
5. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card or EFT) within 7-10 working days.
6. Defective Goods (Warranty)
In accordance with the Consumer Protection Act (CPA), all goods carry a 6-month implied warranty against manufacturing defects.
- Reporting: If you discover a defect, please contact us immediately at hello@flooringstore.co.za with photos of the issue.
- Remedy: If a manufacturing defect is confirmed, we will facilitate a Repair, Replacement, or Refund in accordance with the CPA.
- Exclusions: This warranty covers the product cost only. We are not liable for any secondary costs, such as removal, re-installation labour, or adhesive used. The warranty is void if the defect is caused by improper installation or negligence.
7. Contact Us
To initiate a return, please contact us at:
Email: hello@flooringstore.co.za
WhatsApp (Order Support): 060 766 5562
Administrative Line: 021 300 9668
Administrative Office: 3 Roslyn Street, Springbok Park, Brackenfell, 7560
(Admin Office Only — Do not return goods here without prior approval as items must be routed to our specific supplier distribution hubs).