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Return Policy


Factory Direct Floors Inc. understands that renovating your home and selecting the perfect flooring can be a challenging process. We are here to ensure that your process is as seamless and efficient as possible. If you decide that the products you purchased are not suitable for your project, and would like to request a refund; please contact us at edison@factorydirectfloors.net with “Refund” in the subject line within 30 days of your delivery date in order to initiate a return. You will hear back from us regarding your refund and return process within 1-3 business days.

To qualify for a refund:

  • Products must be unopened and unused, in the original packaging, and be considered tobe in re-sellable condition.
  • Returns must be initiated within 30 days of your delivery date in order to qualify for a full refund, minus all return-associated shipping costs.
  • Refunds processed will be inspected by our warehouse upon arrival. Please allow 3-5 business days for your refund to be processed and credited to your account.
  • All products must be palletized and shrink-wrapped in order to protect it from damage.
  • All products must be returned in original packaging; in the event the original packaging was discarded, then you are responsible to repack the product in a manner such to prevent damage during the shipping process.
In the event your products were damaged during shipment:

  • Accept the product delivery, please do not refuse the shipment as it would cause delays in claims processing.
  • Sign the Proof of Delivery/Packing List. Note the damages caused during delivery, and ask for a copy of the Proof of Delivery/Packing List before the driver leaves.
  • Photograph any and all damages.
  • Contact us at edison@factorydirectfloors.net and attach all delivery documents and photos with your Order Number and “Damage Claims” in the subject line.
  • If there is no exterior damage to the product, but damages to the flooring inside, please photograph all damage and refer to the claims process. If only portions of the flooring are damaged, you may consider cutting the damaged portion and salvaging the rest for your project.
  • Please submit any and all images and details above to us within 2 days of delivery receipt and we will be able to start your claim process with the carrier. The investigation process can take up for 5-10 weeks, and refunds or replacements will be processed once this is complete.
If you have any questions regarding our return/claims process or how to initiate your process, please contact us at edison@factorydirectfloors.net