Return & Refund Policy
At Floor Mart, we are committed to providing high-quality flooring products and professional installation services across Dubai. Customer satisfaction is important to us, and we strive to ensure every order meets your expectations.
This Return & Refund Policy outlines the terms and conditions for returns, exchanges, cancellations, and refunds related to products and services purchased from Floor Mart.
1. Eligibility for Returns
Products may be eligible for return or exchange if:
- The product received is damaged, defective, or incorrect.
- The product remains unused, uninstalled, and in its original packaging.
- A return request is submitted within 48 hours of delivery.
- Valid proof of purchase is provided.
Customers must inspect all products upon delivery and notify our team immediately if any issue is identified.
2. Non-Returnable Items
The following products and services are not eligible for return or refund:
- Custom-made or made-to-order flooring products.
- Cut-to-size materials.
- Products that have been installed, used, altered, or damaged after delivery.
- Clearance, promotional, or final-sale items.
- Special-order products requested specifically by the customer.
Because many flooring materials are customized according to project requirements, returns may not be possible once production, cutting, or installation has begun.
3. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
To process your request, we may require:
- Order number or invoice.
- Clear photographs of the product.
- Description of the issue.
After verification, Floor Mart may offer:
- Product replacement.
- Exchange for the correct item.
- Partial refund.
- Full refund where applicable.
4. Installation Services
Refunds are not available once installation work has started or been completed.
If you experience concerns regarding installation quality, please contact our customer support team within 48 hours of project completion. Our team will inspect the issue and work toward an appropriate resolution.
5. Order Cancellations
Orders may be cancelled without penalty before materials are ordered, customized, dispatched, or installation has been scheduled.
Once customization, cutting, production, dispatch, or installation preparation has begun, cancellation requests may not be accepted.
6. Refund Processing
Approved refunds will be processed through the original payment method whenever possible.
Refund processing times may vary depending on your financial institution, but typically take between 7 and 14 business days after approval.
Please note:
- Delivery charges are non-refundable unless the return is due to our error.
- Any applicable banking or transaction fees may be deducted where permitted.
7. Return Inspection
All returned products are subject to inspection upon receipt.
Floor Mart reserves the right to reject return requests if:
- The product has been used or installed.
- Original packaging is missing.
- The item shows signs of damage caused after delivery.
- The return request does not meet the conditions outlined in this policy.
8. Warranty & Product Support
Many flooring products supplied by Floor Mart are covered by manufacturer warranties. Warranty terms may vary depending on the product category and manufacturer.
Customers are encouraged to review individual product warranty information before purchase.
9. Policy Updates
Floor Mart reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Any changes will be published on this page and become effective immediately upon posting.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact our team:
Floor Mart📍 Al Quoz 1, Dubai, UAE
📞 +971567555833
Our support team will be happy to assist you with any concerns regarding your order.