Buying tile, flooring, or home materials is a big commitment, and Floor and Decor knows that. The Floor and Decor return policy gives you 90 days from the purchase date to return most products for a full refund, provided items are undamaged, in resalable condition, and in their original packaging. If you’ve ever wondered what happens without a receipt, what you can’t return, or how mail returns work, this guide answers all of it.
| Information | Details |
| Website | www.flooranddecor.com |
| Return Time | 90 days from purchase date |
| Return Medium | In Store or by Mail (with Customer Care authorization) |
| Exchange Period | 90 days; exchanges available in store and online |
| Refund Time | A few business days after processing, depending on bank |
| Refund Method | Original payment method; merchandise credit without receipt; check by mail for cash/check purchases over $500 |
| Contact | 404-720-9120 / 877-675-0002 |
| Email Support | Via contact form at flooranddecor.com/help-center |
Contents
- 1 The 90-Day Return Window: What Qualifies
- 2 What You Need for a Return
- 3 Returns Without a Receipt
- 4 Items That Cannot Be Returned
- 5 How to Return In Store
- 6 How to Return Online Orders
- 7 Special Orders: Cancellation and Return Rules
- 8 Exchanges at Floor and Decor
- 9 Damaged or Defective Products
- 10 Floor and Decor Social Media Handles
- 11 Frequently Asked Questions: Floor and Decor Return Policy
- 12 Conclusion
The 90-Day Return Window: What Qualifies
Floor and Decor accepts returns within 90 days of the original purchase date for both in-store and online purchases. Items must be undamaged, in resalable condition, and returned in their original packaging. For tile, stone, and similar products purchased by the box, the entire box must be returned in its original quantity. You cannot break up a box and return individual pieces unless they were sold as individual samples (noted on your sales receipt).
Decorative mosaics are an exception: individual pieces can be returned if they remain unopened and sealed in their original cardboard backing and plastic wrapping.
What You Need for a Return
Bring these to the store or have them ready for a mail return:
- Original sales receipt: Required for a full refund to your original payment method.
- Valid government-issued photo ID: Required for all returns, including those with receipts.
- Items in original, undamaged packaging: Products in individual boxes must be returned by the box.
- Uninstalled merchandise: Once installed, a product cannot be returned under any circumstances.
Returns Without a Receipt
Floor and Decor may accept returns without a receipt at the store’s discretion. When no receipt is available, the refund will be based on the last lowest price the item sold for, not the price you originally paid. A valid photo ID is required, and your information will be recorded. The store uses a third-party refund verification system to approve or deny no-receipt returns. Your return history may affect the outcome of future no-receipt returns.
Items That Cannot Be Returned
These categories are excluded from Floor and Decor’s standard return policy:
- Installed products: Once flooring, tile, or any other product has been installed, it belongs to the property owner. Floor and Decor will not accept it back for any reason, even if a defect is found after installation.
- Custom orders: Custom countertops, Treadwell stair parts, cabinets, and other made-to-order items are non-refundable once payment has been made. Damaged custom orders can be exchanged only.
- New Orleans Design Gallery: This specific location does not accept returns due to storage limitations.
How to Return In Store
Bring your items and receipt to any Floor and Decor location (except the New Orleans Design Gallery). A team member at the customer service desk will process your return. If your original payment was by cash or check and the return total exceeds $500, the refund will be issued as a check mailed to you rather than an immediate cash refund. For all other payment methods, the refund goes back to your original payment method.
How to Return Online Orders
Online orders can be returned in store at any Floor and Decor location. Just bring your order confirmation email in place of a receipt. Alternatively, you can ship items back by contacting Customer Care at 404-720-9120 or 877-675-0002 to receive return authorization and packaging instructions. Note: for LTL (freight) shipments, items must be strapped to a pallet. For FedEx shipments, standard secure packaging applies.
Do not refuse any shipment. If you refuse a delivery, Floor and Decor will deduct all applicable shipping fees from your refund. Always accept the delivery and then contact Customer Care to arrange a return.
Special Orders: Cancellation and Return Rules
Special orders that have not yet shipped can be cancelled without penalty and refunded in full, including the cost of shipping. Once a special order has shipped, the customer is solely responsible for all shipping costs for both the outgoing and return shipping. Special order products that are not custom-made can be returned to any Floor and Decor location.
Exchanges at Floor and Decor
Floor and Decor accepts exchanges within the same 90-day window. You can exchange for a different product in store or online. If you paid by cash or check and the exchange results in a refund over $500, that difference will be issued as a mailed check. Custom or damaged custom items can only be exchanged, not refunded.
Damaged or Defective Products
Floor and Decor urges customers to inspect all products thoroughly before installation. Claims for damage or shortages must be made upon receipt of the product, before anything is installed. Once a product is installed, it cannot be returned or exchanged, and Floor and Decor is not responsible for labor costs or property damage resulting from faulty installation. If you find a defect before installation, contact Customer Care at 877-675-0002 immediately.
Floor and Decor Social Media Handles
Follow Floor and Decor on their official social media profiles:
Frequently Asked Questions: Floor and Decor Return Policy
1. Can I return tile that has been opened at Floor and Decor?
Yes, as long as the tile is undamaged, in resalable condition, and being returned within 90 days. Opened boxes of tile can be returned provided all pieces are intact. If the tile was purchased by the box, the return must include the full box quantity.
2. What happens if I return items without a receipt at Floor and Decor?
Returns without a receipt are processed at the store’s discretion, with the refund based on the lowest recent selling price of the item. A valid government-issued ID is required, and all returns without receipts go through Floor and Decor’s third-party verification system.
3. Can I return a special order if it arrives damaged?
Yes, but you can only exchange it, not receive a cash refund. Contact Floor and Decor Customer Care at 877-675-0002 immediately upon discovering the damage and before any installation takes place.
4. Does Floor and Decor refund shipping costs on returned online orders?
Shipping costs for special orders are not refunded once the item has shipped. If you cancel a special order before it ships, you receive a full refund including shipping. For items that arrive damaged or incorrect, contact Customer Care right away.
5. Can I return flooring purchased at Floor and Decor to any store?
Yes, you can return items to any Floor and Decor location in the country, except the New Orleans Design Gallery, which does not accept returns due to storage constraints. The 90-day return window applies regardless of which store you purchased from.
Conclusion
The Floor and Decor return policy is built around a simple principle: inspect before you install. The 90-day window is generous for a home improvement retailer, and the ability to return to any location makes things convenient. The non-negotiable rule is that installed products cannot come back under any circumstances. If something looks off when it arrives, report it to Customer Care at 877-675-0002 before a single piece goes on the floor.
Disclaimer: The return policy information on ReturnsPolicies.info is for informational purposes only and may not reflect the latest updates. Always verify the current policy directly on the retailer’s official website before making any purchase or return decision. We are not affiliated with any of the retailers mentioned.