Return policy information
At Fitz Flooring Installation, we aim to ensure your complete satisfaction with our flooring solutions. Please review our return policy to understand the guidelines for returns, exchanges, and refunds.
Frequently asked questions
We have compiled a list of frequently asked questions to provide you with a clear understanding of our return policy. Our goal is to address your concerns and provide fair and transparent solutions.
What's the most important thing to know about returning a floor after installation?
The most important thing for customers to know about returning a floor after installation is that returns are typically not accepted once the flooring has been installed. This is because the materials are cut and customised for your space, and installation often involves irreversible changes. However, if there’s an issue with the product quality or a mistake in the installation, we’re committed to resolving it promptly through repairs or replacements, depending on the situation. It's always a good idea to check materials thoroughly before installation to ensure you're happy with your choice!
Can customers exchange flooring, and if so, what are the conditions?
Yes, customers can exchange flooring under certain conditions. The key criteria are:
Before Installation: If the flooring has been delivered but not yet installed, exchanges are possible as long as the materials are in their original, unopened packaging and in resellable condition. In this case, the customer would be responsible for any return shipping or restocking fees, and the new flooring would be subject to availability.
After Installation: Once the flooring has been installed, exchanges are generally not allowed unless there’s an issue with the product’s quality or installation error. If there is a problem with the flooring (e.g., defects), we’ll assess the situation and arrange for repairs or a replacement at no extra cost.
It’s always best to double-check your flooring choice before installation to ensure you're fully satisfied with the look and material. If you're unsure, we’re happy to provide guidance and samples ahead of time to help you make the best decision.
In what situations do you offer refunds, and how long does that usually take?
We offer refunds in the following situations:
Damaged or Defective Products: If the flooring arrives damaged or defective, we will arrange for a replacement or a refund once we’ve confirmed the issue.
Installation Errors: If there’s an issue caused by an error in installation (e.g., poor workmanship or incorrect flooring type), we’ll fix the problem at no additional cost or provide a refund if we can’t resolve it to your satisfaction.
Order Cancellations: If a project has not yet been started and the customer decides to cancel, we may issue a full refund, minus any small administration or material costs if applicable.
Typically, refunds take 7-10 business days to process, but this may vary depending on the situation or payment method used. We always aim to resolve any issues quickly and fairly, ensuring our customers are happy with the result.
Your satisfaction is our priority
At Fitz Flooring Installation, we are committed to providing high-quality flooring services and ensuring customer satisfaction. We are here to help if you have any questions or concerns about our return policy.