Returns Policy
Because FloorMatch products are custom-made to match your specific flooring, our returns process differs from standard retail. Please read this policy before ordering.
Custom Products — Important Notice
FloorMatch products are custom-made or custom-sourced to match your specific flooring color and profile. Because these products are prepared specifically for your order, returns are limited. Please confirm your flooring details, measurements, and profile selection carefully before placing your order. If you have any questions, contact us before ordering at order@floormatch.com.
Return Eligibility
Returns are considered on a case-by-case basis. In general:
- ✓Defective products — If a product arrives with a manufacturing defect, we will replace it at no charge or issue a refund.
- ✓Wrong item shipped — If we ship the wrong product, we will correct the order at no cost to you.
- ✗Custom-made products — Products custom-made to your specifications (specific color, length, profile) are generally not returnable because they cannot be resold.
- ✗Installed products — Products that have been cut, installed, or had adhesive applied are not eligible for return.
- ✗Customer measurement errors — If you ordered the wrong length or profile based on your own measurements, this does not qualify as a defective product. Please double-check using our measurement guide before ordering.
How to Request a Return
- 1Contact FloorMatch at order@floormatch.com or 925-257-2685 before returning any product.
- 2Include your order number, photos of the product, and a description of the issue.
- 3Wait for written return authorization (RA) from FloorMatch before shipping anything back.
- 4Ship the product in its original or equivalent protective packaging.
- 5Unauthorized returns may be refused and returned to sender.
Restocking Fee
Approved returns for non-custom items may be subject to a restocking fee. The restocking fee percentage will be confirmed at the time of return authorization. Custom-made products are generally not eligible for return regardless of restocking fee.
Damaged Shipments
If your order arrives damaged in transit, contact us within 48 hours of delivery. Include photos of the damage and packaging. Do not discard packaging before documenting damage. See our full shipping policy for details.
Refunds
Approved refunds are processed to the original payment method. Allow 5–10 business days for refunds to appear, depending on your bank or payment processor. Shipping charges are generally non-refundable unless the return is due to our error.
Legal Note
Final return policy language should be reviewed by legal counsel before site launch. This is a working policy placeholder.
Questions?
Contact FloorMatch before returning any product. We want to make sure your stair nosing project is successful.