Refund & Return Policy
floorsontheway.ca – Online Store
1. Return Period
Our return policy is valid for 30 days from the date of purchase.
If 30 days have passed since your purchase, we unfortunately cannot offer a refund or exchange.
- To be eligible for a return:
- The item must be unused
- The item must be in the same condition as received
- The item must be in the original packaging
- The item must be suitable for resale
2. Non-Refundable Items
The following items are strictly non-refundable and non-returnable:
- Sale or clearance items
- Extra boxes ordered beyond the quantity required
- Products returned due to change of mind
- All mouldings and trim pieces
- Custom or prefabricated stair nosing
- Accessories
- Products that have been opened, used, or installed
- Shipping costs
- Transaction fees charged by payment providers
Payment processing fees charged by third parties such as:
- PayPal
- Afterpay
- Square
are non-refundable.
3. Exchanges (Defective or Damaged
Products)
We only replace products if they are defective or damaged.
If you believe your product is defective:
1. Email info@floorsontheway.ca
2. Include your invoice number
3. Provide photos of the issue if requested
4. Follow instructions provided by our team
5. Ship the item to our designated return address
4. Refund Eligibility
Full Refund
A full refund will only be issued if the product is confirmed to be faulty after inspection.
Change of Mind
Refunds will not be issued for change-of-mind purchases.
Restocking Fee
Approved returns may be subject to a 35% restocking fee.
Restocking fees do not apply to:
- Verified faulty products
- Warranty claims
Returned products must:
- Be unused
- Be in original packaging
- Be in resellable condition
5. Refund Process
Once your returned item has been received and inspected:
1. You will receive an email confirming receipt of the returned item.
2. We will notify you whether the refund request has been approved or rejected.
3. If approved, the refund will be processed.
4. A credit will be applied to your original method of payment within several business days.
6. Return Shipping
To return a product:
- Send the item to our designated return address.
- Customers are responsible for all return shipping costs.
- Shipping costs are non-refundable.
7. How to Request a Return or Refund
To initiate a return request:
1. Locate your invoice number
2. Email info@floorsontheway.ca
3. Provide details of your issue or request
All refund, damage, return, or product information claims will be handled in accordance with:
- This Return Policy
- Canadian Consumer Protection Laws
- floorsontheway.ca internal policies
8. Installation Disclaimer
floorsontheway.ca is not responsible for faulty installation, negligence, or poor workmanship when products are installed by third parties who are not approved agents or contractors of floorsontheway.ca
9. Policy Scope
This Return & Refund Policy applies to purchases made through the floorsontheway.ca Online Store only.
