Return Policy
Overview
We want customers to understand the return conditions before ordering flooring, tile, installation materials or other products. Please review this policy carefully, because return eligibility depends on the product, its condition and how the order was fulfilled.
1. Requesting a Return
Return requests must be submitted within 30 days of the date the order was delivered. A return is not approved until Squarefoot Flooring provides written return authorization and confirms where the product must be returned.
To request a return, email info@squarefootflooring.com and include:
- Your order or invoice number and purchase date.
- The product name, product code and quantity you want to return.
- The reason for the return.
- Clear photographs showing the product, packaging, labels and current condition.
Do not bring products to a showroom or ship products to Squarefoot Flooring or a supplier until return instructions have been provided.
2. Conditions for Eligible Returns
To qualify for a non-defective return, all of the following conditions must be met:
- The return request is made within 30 days of delivery.
- The product is unused, uninstalled, uncut, unaltered and undamaged.
- The product is in its original, complete and undamaged packaging.
- Product labels, lot numbers, dye-lot information and manufacturer markings remain attached and legible.
- The return is approved by Squarefoot Flooring and, where applicable, accepted by the supplier or manufacturer.
- The entire eligible quantity required under this policy is returned.
Squarefoot Flooring may refuse a return if the material or packaging does not meet these conditions or if the supplier or manufacturer will not accept the product.
3. Flooring, Tile and Pallet Orders
Flooring, tile and pallet orders must be returned in full. Partial returns, including leftover or surplus boxes from a completed project, are not accepted. Every returned carton must be unopened, unused, undamaged and from the original order.
4. Products and Charges That Cannot Be Returned
The following are final sale and are not eligible for return, refund or exchange:
- Clearance, final-sale, discontinued, end-of-lot or liquidation products.
- Special-order, custom-order, custom-colour or made-to-order products.
- Opened, installed, cut, altered, used or damaged products.
- Products with missing, damaged or altered packaging, labels or lot information.
- Carpet, sheet goods and other products cut or prepared to a customer's requested length or size.
- Custom moldings, transitions, stair parts, vents or fabricated accessories.
- Opened adhesives, mortar, grout, levelling products, membranes, underlayments, maintenance products or other installation materials.
- Delivery, shipping, measurement, installation and other service charges already performed or incurred.
- Any product identified as non-returnable on the product page, quotation, invoice or written order confirmation.
Additional supplier- or manufacturer-specific restrictions may apply. Any material return restriction disclosed on the product page, quotation, invoice or order confirmation forms part of this policy.
5. Heat Cables and Thermostats
Heat cables and thermostats are eligible for return only when the original packaging is undamaged and the factory seal is unbroken. Installed, connected, tested, opened or unsealed heat cables and thermostats cannot be returned.
6. Return Methods and Transportation
Approved returns must be delivered to the return location identified in the written authorization. Authorized returns may be brought in person to the Squarefoot Flooring location specified in the authorization or returned by an approved carrier. Depending on the product and original fulfilment location, the required return destination may instead be a distribution warehouse or supplier facility. Do not bring a return to a store or ship it until Squarefoot Flooring confirms the correct destination in writing.
For non-defective returns, the customer is responsible for all return transportation, handling and shipping costs. Original delivery and shipping charges are non-refundable. For parcel, oversized-parcel and scheduled pallet returns, Squarefoot Flooring may coordinate the transportation and provide a return-shipping quote before the return is finalized. Any approved return-shipping or transportation charge will be paid by the customer or deducted from the refund.
The customer remains responsible for safely packaging and transporting the product until it is received at the approved return location. Damage occurring during return transportation may make the product ineligible for a refund.
7. Restocking Fee
A 35% restocking fee is deducted from the eligible product value of every approved non-defective return. The restocking fee is calculated before any return transportation, shipping or handling charges are deducted.
8. Inspection and Refunds
All returned products are inspected after they arrive at the authorized return location. Receiving a product does not guarantee approval of the return.
If the return is approved after inspection, the refund will be issued to the original payment method within 10 business days, less the 35% restocking fee and any applicable return transportation, shipping or handling charges. Your bank or payment provider may require additional time to post the refund.
If the returned product does not meet this policy, Squarefoot Flooring may deny the refund. The customer will be responsible for any costs required to collect, store or redeliver an ineligible product.
9. Exchanges
Squarefoot Flooring does not offer direct product exchanges. An eligible product must first be returned and approved under this policy. Any replacement product must be purchased as a new order and remains subject to availability, current pricing, delivery charges and applicable taxes.
10. Damaged, Missing, Incorrect or Defective Products
This section is separate from an ordinary non-defective return. Inspect all products at delivery or pickup and before installation.
If products arrive damaged, items are missing, or the material supplied does not match the order, record the issue on the delivery receipt where applicable and email info@squarefootflooring.com with the invoice number, product details and photographs. Do not install material after visible damage, defects, colour or lot discrepancies, or an incorrect product is discovered.
Products with an alleged manufacturing defect may require photographs, product samples, site information or an inspection under the applicable manufacturer's warranty process. Squarefoot Flooring may assist with the claim, but manufacturer warranty decisions remain subject to the applicable warranty terms.
The standard 35% restocking fee and customer-paid return transportation do not apply when Squarefoot Flooring confirms that it supplied the wrong product or accepts responsibility for damage occurring before the customer received the order. Available remedies may include replacement product, completion of missing quantities, store credit or a refund, depending on the circumstances and any applicable manufacturer or supplier warranty.
Installation of material with visible damage, defects, colour differences, incorrect specifications or lot discrepancies constitutes acceptance of those visible conditions and may affect return or warranty eligibility.
11. Order Cancellations
Cancellation requests must be submitted before delivery or pickup is confirmed. A cancellation is not effective until Squarefoot Flooring acknowledges it in writing. Special orders and custom orders cannot be cancelled after the order or invoice has been confirmed. Supplier handling, preparation, freight or cancellation charges may apply when an order has already been processed.
12. Contact Us
Returns, damage, shortage, incorrect-product and warranty requests: info@squarefootflooring.com
Mississauga: 905-277-2227
Barrie: 705-726-2272
This Return Policy forms part of Squarefoot Flooring's Terms of Sale. If an applicable consumer-protection law provides a right or remedy that cannot legally be excluded, that right or remedy continues to apply.