Refund policy

Flooring Returns

Please understand that in most cases, we are selling you your new flooring at wholesale or below wholesale prices, and saving you a lot of money on your purchase. If you have 1 to 3 cartons of material left over when your flooring job is complete, it is recommended that you keep them in the event you need to do a repair, and in case that flooring is no longer available.

Listed below is our current policy on material returns:

  • We can accept returns on 4 cartons or more. There would be no return allowed on less than 4 cartons of any flooring.
  • Any returned cartons must be factory sealed. You would not receive any credit for opened cartons.
  • You would need to get a return authorization from our customer service department prior to making a return. You can get a return authorization up to 30 days of the receipt of your order. No returns allowed after 30 days.
  • Material to be returned would have to be brought to a designated freight terminal once a return authorization is issued.
  • You would be responsible to pay the return shipping charge on any returns.
  • Once returned material is received by us, we would issue you a credit or a refund. This process usually takes 4 to 6 weeks from the date the material was received.
  • If you decide to return any part of, or your entire order, you would be responsible to pay the *actual original freight charge, the return freight charge, and any applicable restocking fee which usually ranges from 10% to 30% of the order.

*The actual original freight charge is not the freight charge listed on your invoice. In most cases, the actual freight we pay to have you order delivered is much more than the amount listed on your invoice.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@fivediamondflooring.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@fivediamondflooring.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Out of Stock

We do our best to monitor the stock levels of all products listed for sale on our site. However, from time to time a product may be out of stock by the time we submit the order to our supplier. If this is the case our customer service team will notify you as soon as possible. We will give you the option to wait for your product to come back in stock, and try to get an estimated date for you. If you're not able to wait for the product to come off of backorder, we will suggest an alternate product for you that is in stock. If neither of these options work for you, we will refund your purchase in full.