Refund & Return Policy

We want you to be confident in your FloorSense purchase. If something isn't right, here's how returns and exchanges work. Because flooring is sold by full sealed boxes, please review the eligibility rules before bringing product back.

Return Window

You have 15 days from your pickup date to start a return or exchange. After 15 days we're unable to accept returns.

What Can Be Returned

  • Unopened, undamaged, full boxes only. Boxes must be in original, resalable condition with packaging intact.
  • You'll need your order confirmation or receipt as proof of purchase.
  • Contact us before returning so we can confirm eligibility and have your return ready to process when you arrive.

What Cannot Be Returned

  • Opened or partial boxes, and any cut, trimmed, or installed planks. Once flooring is installed it is considered accepted.
  • Product with customer-caused damage (scratches, dents, water exposure, improper storage or handling after pickup).
  • Clearance or final-sale items, where marked.

Think you received a manufacturing defect? That's covered separately — see "Defective Product" below.

How a Return Works

  • Contact us first — call 905-643-4522 or email info@floorsense.ca to confirm your return.
  • Bring the sealed boxes to our showroom during return hours.
  • We inspect the boxes and, once approved, issue your store credit.
Return drop-off hours: Monday–Friday, 9:00 AM – 3:00 PM
745 South Service Rd, Unit 1, Stoney Creek, ON  L8E 5Z2

Refunds — Store Credit

Approved returns are refunded as FloorSense store credit — there is no restocking fee. Store credit can be used toward any future FloorSense purchase and is issued after we've inspected and approved the returned boxes.

Exchanges

Prefer a different colour or quantity? Exchanges are free of charge within the same 15-day window — no restocking fee, no store-credit step. Contact us, bring back the unopened boxes, and we'll swap them for what you need (any price difference is settled at the time of exchange).

Defective Product

If you discover a manufacturing defect before installation, do not install the affected planks — installation is treated as acceptance. Contact us right away and we'll handle it under the FloorSense Limited Warranty rather than as a standard return. The warranty page explains coverage and the claim process in full.

Nothing in this policy affects your statutory rights under Ontario's Consumer Protection Act, 2002.

Last updated: June 2026