Floor and Decor Return Policy: Simplified
Floor and Decor return policy simplified for you. Step-by-step guide to returning items and getting refunds easily.
Floor & Decor is a go-to store for affordable flooring, tiles, and home renovation materials. Whether you’re upgrading your floors or designing a new space, they offer a wide selection. But what happens if the product doesn’t work out? Here’s a simple, no-fuss guide to Floor & Decor return policy so you can shop with confidence.
Floor & Decor Return Policy Overview
Here’s a quick summary of the key return policy rules:
| Feature | Details |
|---|---|
| Return Window | 90 days from date of purchase |
| Return Condition | Must be unopened, undamaged, and in original packaging |
| Is Receipt Required? | Yes, unless approved by ID and verification system |
| Returns Without Receipt | Accepted at Floor & Decor’s discretion; refunded as merchandise credit |
| Return Method | In-store for both online and in-store purchases |
| Custom Orders | Non-refundable once payment is made |
| Special Orders | Refundable before shipping; shipping costs non-refundable after shipping |
| Shipping Refunds | Not refundable unless item is defective |
| Restocking Fees | Not mentioned in policy |
| Major Exceptions | Installed products, custom orders, opened items, and damaged goods |
| Online Purchases Returnable In-Store? | Yes, except for New Orleans Design Gallery location |
How Returns Work at Floor & Decor
Returning Items Within 90 Days
If you bought something online or in Store and changed your mind, you have 90 days to bring it back. Here’s what you need:
- Your sales receipt
- The product in original packaging
- The item must be unopened, undamaged, and in resalable condition
Once approved, you’ll get a refund using your original payment method.
Returning After 90 Days or Without a Receipt
You may still get a refund, but it’s not guaranteed. Here’s how it works:
- Floor & Decor will decide at their discretion
- You’ll need to show a valid photo ID
- Your refund (if approved) will come in the form of merchandise credit
- The value is based on the lowest selling price
Returns without a receipt are tracked using a third-party verification system, and your return history may affect future approvals.
Original Packaging Is a Must
To qualify for a return:
- Items must be unopened and in the original packaging
- Tile must be returned by the box (not piece by piece) unless:
- You bought sample pieces (noted on your receipt)
- You’re returning decorative mosaics (only if they’re unopened and still sealed in their cardboard/plastic wrap)
Installed Items? No Returns Allowed
This is important: Once a product has been installed, it’s yours.
Even if you notice a defect later, you can’t return or exchange it. That’s why the policy urges customers to:
- Inspect everything before installing
- Report any damage or shortages right away
Tip from me: Open your boxes and double-check the product before you hire a contractor or start your project.
Returning Online Purchases In-Store
Yes, you can return your online order at any Floor & Decor location—within the 90-day window.
Just note: The New Orleans Design Gallery (2801 Magazine St, New Orleans, LA 70155) doesn’t accept returns due to limited space.
Special Orders vs. Custom Orders
It’s easy to confuse these two, but the return rules are different:
Special Orders
- Can be canceled before shipping with a full refund
- Once shipped, you pay for both outgoing and return shipping
- If the item isn’t custom, you can return it to any store
Custom Orders
These include:
- Countertops
- Treadwell stair parts
- Cabinets
These can’t be returned once you’ve paid, even if they haven’t shipped yet. If the product is damaged or defective, it can be exchanged.
For cabinet issues: Call 833-363-2284
For other custom order help: Call 770-421-3705 or 877-675-0002
Design Studio Returns
If you bought your item at a Design Studio, keep this in mind:
- They don’t accept returns at the studio itself
- You can return the item at any regular Floor & Decor store
- Or you can contact Customer Care to arrange a return shipment
Damaged or Lost Shipments
If your order arrives damaged:
- Do NOT refuse the shipment
- Accept it, then call Customer Care for help
- If you refuse the delivery, you’ll be charged the shipping cost
If your order is lost in transit:
Call Customer Care right away to file a claim.
Refund Processing Details
Here’s what you can expect when it comes to getting your money back:
| Situation | Refund Method |
|---|---|
| Return with receipt (within 90 days) | Original payment method |
| Return without receipt or after 90 days | Merchandise credit |
| Cash/check payment over $500 | Refund check sent by mail |
How to Contact Them for Help
Whether you’re stuck with a return or just need some guidance, here’s how you can reach Floor & Decor:
Phone Support
- 877-675-0002 or 404-720-9120
- Mon – Thurs: 8 AM – 7 PM ET
- Friday: 8 AM – 6 PM ET
- Saturday: 9 AM – 6 PM ET
- Sunday: Closed
Live Chat / Contact Form
Visit: www.flooranddecor.com/contact
Pro Tips for Hassle-Free Returns
Here are a few smart shopper tricks (learned the hard way!) to avoid return headaches:
- Keep your receipt in a safe spot. Maybe even snap a photo of it.
- Don’t install the product until you’ve checked every piece.
- Return full boxes when possible—unless it’s a marked sample or sealed mosaic.
- Call ahead if you’re unsure whether an item is returnable (especially with special/custom orders).
- Watch the clock—stick to the 90-day return window.
For any further queries regarding floor and decor return policy, you may visit the returns page on their website.
Common Questions
Final Thoughts
Floor & Decor’s return policy is pretty customer-friendly—if you follow the rules. Stick to the 90-day window, keep everything in its original packaging, and don’t install the product until you’re sure it’s right. That way, returns (if needed) will be smooth and stress-free.
Happy shopping and home improving!
Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official Foor and Decor website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting Floor and Decor Customer Service directly is the best resource.
