You just hauled home five boxes of tile. The color looked perfect under those warehouse lights. Now it’s sitting in your living room, and you’re not feeling it. Here’s the thing about Floor and Decor: they’ve got your back, but only if you know the rules. The Floor and Decor return policy isn’t rocket science, but getting it wrong can cost you real money. Let’s break down exactly how returns work, what you can bring back, and how to avoid the common mistakes that trip people up.
What’s Actually Covered Under Floor and Decor Return Policy
Floor and Decor gives you a solid window to change your mind. Most products can be returned within 90 days of purchase, which is better than a lot of competitors. The countdown starts the day you buy, not when you install or even open the box. You need your receipt, though. Without it, things get complicated fast, and we’ll get into that shortly.
The items must be unused and in resalable condition. That means no open tile boxes with missing pieces, no scratched hardwood, and definitely nothing you’ve already installed. Original packaging helps your case, but it’s not always a dealbreaker if the product itself is pristine. Store credit is common, especially without a receipt, though credit card refunds are possible with proper documentation.
Clearance items don’t play by the same rules. Those final-sale stickers mean exactly what they say. Custom orders are even trickier—they’re usually non-returnable unless the store messed up or the product arrived defective. Always double-check the fine print on your receipt before you commit to special orders.
The Step-by-Step Process for Returning Your Stuff
Head straight to the customer service desk when you walk in. Don’t waste time at checkout or wandering around looking for help. Bring your receipt, your ID, and the items you’re returning. The team handles returns daily, so they know the drill and can move things along efficiently if you’re prepared.
Staff will inspect everything before approving your return. They’re checking for damage, signs of use, and whether the items match your receipt exactly. Batch numbers, quantities, and purchase dates all need to line up. This isn’t personal—it’s just how they prevent fraud and make sure the products can go back on the shelf.
You’ll choose how you want your money back once the return is approved. Store credit posts immediately, and you can use it right away for something else. Card refunds take three to seven business days to show up in your account. If you paid cash, some locations issue store credit instead of handing you bills at the register.
Large items like full pallets or heavy tile boxes need special handling. Call ahead to ask about pickup or delivery services for returns. Some stores offer free pickup, while others charge a small fee, but it beats throwing out your back or scratching up your car trying to haul everything yourself.
Keep the return receipt they give you after processing. It’s your proof that the return happened, and you’ll need it if there’s a dispute later. Snap a photo or save the email version so you’ve got backup documentation.
Returning Without a Receipt (And Why It Gets Messy)
Lost your receipt? Floor and Decor may still process your return at their discretion, typically offering store credit at the item’s lowest recent price. You’ll need a valid government-issued photo ID, and they’ll record your information in their system. This isn’t them being nosy—it’s fraud prevention.
The store uses a third-party refund verification system to approve returns, which means even with an ID, your return isn’t guaranteed. They track return patterns to catch people abusing the policy. If you’ve made multiple no-receipt returns recently, expect pushback or an outright denial.
The refund amount is missing without a receipt. You’re not getting what you paid—you’re getting whatever the store currently sells that item for at its lowest price. If you bought tile on sale for sixty bucks and it’s now marked down to forty, you’re eating that twenty-dollar difference.
Manager approval is usually required for no-receipt returns. Don’t expect the desk clerk to make the call. Be prepared to wait while they find someone with authority. Being polite helps your case here more than you’d think.
What You Can’t Return (No Matter What)
Installed products are dead in the water. Once flooring goes down, it’s considered your property and can’t be exchanged or returned for any reason. Floor and Decor isn’t responsible for installation mistakes, defects you notice after installation, or labor costs. Inspect everything before you nail, glue, or grout anything.
Special orders can be cancelled before shipping for a full refund, but once the order ships, you’re responsible for all shipping costs if you change your mind. Custom orders like cabinets, countertops, and stair parts are typically non-refundable once placed. These items are made specifically for your project, so the store can’t resell them.
Clearance items marked as final sale aren’t coming back. Check the tag before you buy. Some stores have separate return windows for sale items, and the discount usually means you’re taking on more risk.
Damaged or non-resalable items won’t be accepted. If you opened a box and broke half the tiles, that’s on you. The same goes for dirty products, missing pieces, or anything that looks like it’s been through a renovation already.
Online Purchases and Mail Returns
Items bought online can be returned to any Floor and Decor store location, not just the one near you. Bring your order confirmation email as proof of purchase. The store can look up your order in their system and process the return like an in-store purchase.
Mail returns are possible but less convenient. You’ll need to contact customer service first to get authorization and instructions. Expect to pay return shipping costs unless the item arrived damaged or the store made a mistake. Large items like tile pallets aren’t practical to ship back, so in-store returns make more sense.
Return shipping for bulky flooring can cost serious money. Weigh the cost of shipping against the refund amount before you commit. Sometimes eating the loss on a small order is cheaper than mailing everything back.
Processing times for online returns take longer. Card refunds typically take three to seven business days to appear in your account after the store processes the return. Don’t expect instant money back like you might with in-store returns.
Special Cases Worth Knowing About
Claims for damaged or short shipments must be made upon receipt of the product. Don’t refuse the delivery—accept it, document everything with photos, and contact customer service immediately. If you refuse a shipment, Floor and Decor will charge you all the shipping fees as part of the return.
Partial returns are allowed if you overbought. Return the unopened boxes and keep what you used. Just make sure everything’s in good condition and you’re within the 90-day window. This flexibility helps when you estimate wrong on square footage.
Floor and Decor Design Studio locations don’t accept physical returns. If you bought something through a Design Studio, you’ll need to return it to a regular Floor and Decor store. Plan accordingly if the nearest full store is far from you.
Sample pieces purchased individually can be returned if unopened and in original packaging. Decorative mosaics need their cardboard backing and plastic wrap intact. If you ripped open the sample to test it, you’re keeping it.
Tips to Avoid Return Headaches
Always keep your receipt in a safe place. Snap a photo with your phone right at the register so you have a backup. Digital order confirmations from online purchases work just as well as paper receipts for returns, so save those emails in a dedicated folder.
Inspect items before leaving the store or immediately upon delivery. Check for damage, color mismatches, and quantity errors while you can still act fast. The 90-day clock starts ticking immediately, not when you finally open the box three weeks later.
Keep original packaging whenever possible. It’s not always required, but it makes returns smoother and increases your chances of approval. Break down boxes flat and store them in your garage until you’re sure you’re keeping everything.
Order samples before committing to large quantities. Floor and Decor sells sample pieces for most flooring types. Take them home, test them in your actual space, and ensure you’re satisfied before making a significant investment in the full order.
Read the fine print on your receipt for product-specific rules. Special orders, custom items, and clearance deals often have different terms printed right there. Don’t assume everything follows the standard policy.
Ask questions at the register before you buy. If you’re unsure whether an item can be returned, ask staff for clarification while you’re still in the store. It’s easier to walk away from a purchase than fight for a refund later.
The Floor and Decor return policy gives you flexibility, but only if you follow the rules. Keep receipts, act fast, and inspect everything before installation. Most issues happen because people assume the policy is more lenient than it actually is. Know what you’re buying, understand the return conditions, and you’ll shop with confidence instead of crossing your fingers and hoping for the best.