Refund policy

Thank you for shopping with FloorCandy. We are committed to providing quality products and excellent customer service. Please review our return policy carefully to understand your rights and our procedures.

1. Return Eligibility & Time Frame

Standard Items:

You may return any standard (non-custom) item within 7 calendar days from the date of delivery if your item that has been damaged during the shipping process.

Custom-Made Items:

Items that are custom-made or specially ordered are not eligible for return, unless they arrive damaged or defective. By purchasing a custom-made item, you acknowledge that the product was created to your specifications and, except for defects, cannot be returned.

2. Condition of Returned Items

To be eligible for a return, the item must be:

  • Unused and in the same condition that you received it.
  • In its original packaging, including all accessories, manuals, and documentation.
  • Clearly accompanied by your proof of purchase or order number.

Any item that has been damaged, altered, or not returned in its original condition may be subject to a restocking fee or may be ineligible for return.

3. Non-Returnable Items

  • Custom-Made Items: As noted, custom or specially ordered products cannot be returned (except in the case of a defective or damaged item).
  • Final Sale Items: Items marked as "Final Sale" at the time of purchase.
  • Other Exclusions: Any product that does not comply with the conditions outlined in this policy.

4. Return Process

  1. Initiate a Return:

    Contact our Customer Service team at floorcandystore@gmail.com to request a Return Authorization (RA) number. Please provide your order number and reason for the return.

  2. Prepare Your Return:

    Once you receive your RA number, include it on your return package along with the item(s) being returned. Returns without an RA number may be rejected.

  3. Shipping:

    Customers are responsible for the return shipping costs unless the return is due to a damaged or defective item. We recommend using a trackable shipping service. FloorCandy is not responsible for lost or damaged return shipments.

  4. Inspection & Processing:

    Upon receipt, your return will be inspected. If approved, a refund will be issued to your original payment method or an exchange/store credit will be processed. Please allow up to 10 business days for processing.

5. Damaged or Defective Items

If you receive an item that is damaged or defective:

  • Contact Us Immediately:

    Email us at floorcandystore@gmail.com within 7 days of delivery.

  • Provide Evidence:

    Include photographs and a detailed description of the issue.

  • Resolution:

    Once verified, FloorCandy will arrange for a replacement or refund at no additional cost to you.

6. Legal Disclaimers & Additional Protections

  • Policy Modifications:

    FloorCandy reserves the right to amend or update this return policy at any time without prior notice. Any changes will be posted on our website and become effective immediately upon posting.

  • Limitation of Liability:

    FloorCandy's liability under this return policy is limited to the purchase price of the item(s) in question. In no event shall FloorCandy be liable for any indirect, incidental, or consequential damages arising from a return or exchange.

  • Consumer Rights:

    This policy is provided in addition to, and does not affect, your statutory rights as a consumer under applicable law.

7. Contact Information

If you have any questions or need further assistance regarding our return policy, please contact:

FloorCandy Customer Service
Email: floorcandystore@gmail.com

By completing a purchase with FloorCandy, you agree to the terms and conditions set forth in this Return Policy. We appreciate your business and are here to help if you have any questions or concerns.

Thank you for choosing FloorCandy!