Floor & Decor Return Policy: Clear Guide Before You Install

Buying tile, flooring, and countertops from Floor & Decor is a big commitment. Colors can look different under your lights, patterns may feel too busy once you see them on a larger area, or you might simply end up with more material than you actually need.

The good news is that Floor & Decor has a structured return policy with a 90-day return window for most purchases. The important part is knowing the rules: when you can return, what condition products must be in, and what happens once something is installed.

This guide breaks down the Floor & Decor return policy in simple, practical language so you can plan your project and your purchases with fewer surprises.

Floor & Decor Return Policy at a Glance

Return window: Most items can be returned within 90 days of purchase with a valid sales receipt.
Where to return: You can bring store or online purchases to any Floor & Decor store.
Condition: Items must be undamaged, unopened, and in original packaging, in resalable condition.
After 90 days or no receipt: Refunds are at Floor & Decor’s discretion, usually as merchandise credit at the last lowest price, and only with valid photo ID.
Installed product: Cannot be returned for any reason once installed.
Special orders vs custom orders: Special orders can usually be cancelled before shipping; many custom orders are non-refundable once placed.

The Standard 90-Day Return Policy

Floor & Decor’s core policy is a 90-day return window that applies to most products purchased in store or online.

Returns Within 90 Days with a Receipt

If you change your mind, overbuy, or realize a product is not right for your space, here’s what typically applies within 90 days:

You bring the merchandise to any Floor & Decor store.
You show your valid sales receipt (paper or digital from an online order).
The items are unopened, undamaged, and in original packaging and quantity.

When those conditions are met, Floor & Decor will usually:

Issue a refund back to the original method of payment (credit card, debit, etc.).
Process the return as long as the product passes their inspection for resalable condition.

For example, if you bought tile by the box, you will need to return full, unopened boxes to keep things simple.

Returns After 90 Days or Without a Receipt

Once the 90-day period has passed, or if you no longer have your receipt, the policy becomes more restrictive.

Floor & Decor may approve a return at their discretion.
If they allow the return, it is typically refunded as merchandise credit rather than cash or card.
The credit is usually based on the item’s last lowest selling price, not necessarily what you paid originally.
A valid photo ID is required, and your return activity can be checked in a third-party verification system.

Floor & Decor reserves the right to limit or deny returns or exchanges, especially in cases of repeated or high-value returns without receipts.

Original Packaging & Resalable Condition

Floor & Decor is very clear about packaging and condition requirements. To be accepted for return, items must be:

Unopened (factory sealed, where applicable).
In original purchased packaging and quantity (for example, tile returned by the box if purchased by the box).
Undamaged and clean with no signs of use or installation attempts.

Important Packaging Details

If tile was purchased by the box, it normally must be returned by the box, not as loose pieces.
Samples: Individual pieces are returnable if they were sold as marked samples on the receipt.
Decorative mosaics: Often may be returned by the piece, but only if they are unopened and still on their original cardboard backing with plastic wrapping intact.

If packaging is heavily damaged or missing, the store may refuse the return or reduce what they are willing to offer.

Installed Product: No Returns Once It’s Down

One of the most crucial parts of the Floor & Decor policy is this: once a product has been installed, it cannot be returned.

Installed flooring or tile is considered the property of the owner or installer.
Color variation, shading, or pattern differences that are within industry standards are not treated as defects after installation.
Floor & Decor is not responsible for:
- Product defect or damage discovered after installation,
- Property damage caused during installation, or
- Lost labor costs due to rework or removal.

Because of this, it’s vital to:

Inspect all products before installation.
Check color, pattern, size, and shade across multiple boxes.
Verify that batch numbers (dye lots, run numbers) match when required.

Using the product is considered acceptance. If you spot damage or shortages when the order arrives, report them before anything is installed.

Special Orders vs. Custom Orders

Special Orders

Special orders are items Floor & Decor brings in for you but that are not fully custom made for your project.

Before shipping: Special orders can usually be cancelled without penalty, and you receive a full refund, including shipping.
After shipping: You can still cancel, but you are responsible for outgoing and return shipping costs.
Special order products that are not custom made can typically be returned to any Floor & Decor store if they meet standard return conditions.

Custom Orders

Custom orders are tailored to your specific measurements, design, or configuration. Floor & Decor lists common examples such as:

Custom countertops
Treadwell stair parts
Cabinets and other made-to-order items

For these, the rules are strict:

Once a custom order is tendered (ordered), it is usually non-refundable.
Custom items cannot be returned for size, color, or style reasons.
Damaged or defective custom items can generally be exchanged, and you are asked to contact Customer Care for help.

If you’re ordering anything custom, double-check measurements, finishes, and details before confirming the order.

Shipping, Damaged Shipments, and Lost Orders

Damaged Shipments

If your order arrives with visible damage, Floor & Decor’s policy is very specific:

Do not refuse the shipment.
If you refuse delivery, Floor & Decor may charge all shipping fees as part of processing the return.
Instead, accept the shipment, document the damage, and call Customer Care for assistance.

Keep packaging and take clear photos of damaged boxes and products to help support your claim.

Lost in Transit

If your shipment never arrives or tracking shows it lost in transit, Floor & Decor directs customers to contact Customer Care. They can help track down the order, arrange a replacement, or process an appropriate solution based on their policies.

Where and How to Return Floor & Decor Purchases

In-Store Returns

For most customers, returning in store is the simplest approach:

Bring your items and your sales receipt (or online order confirmation/packing slip).
Ensure everything is in original, unopened packaging.
Visit the customer service desk or checkout counter for assistance.

Returns from both in-store and online purchases can generally be processed at any Floor & Decor store, as long as the items are eligible under the policy.

Returns for Online Orders by Shipment

While many customers prefer in-store returns for online purchases, you can also arrange a return shipment in some cases.

Contact Customer Care or follow instructions from your online account.
Get details on where to send the products and whether labels are provided.
Pack materials securely in their original packaging and palletize pallets if necessary.

Shipping costs for returns are normally your responsibility unless Floor & Decor made an error or the product is defective and covered under their policies.

Design Studio Purchases

Floor & Decor Design Studio locations are meant for design help and product selection, but:

They are not equipped to accept physical merchandise returns.
If you bought through a Design Studio, your items can be returned to any regular Floor & Decor store.
You can also contact Customer Care to help arrange return shipment if needed.

How Refunds Are Issued

When a return is approved, refunds are generally handled as follows:

Within 90 days with a receipt: Refunded to the original method of payment.
After 90 days or without a receipt: Refunded as merchandise credit (store credit), usually at the last lowest selling price.
Returns over $500 where the original payment was cash or check are refunded via a mailed refund check, not on the spot.

Timing can vary slightly based on your bank or card issuer, but Floor & Decor processes the refund once the merchandise is received and inspected.

Non-Returnable or Restricted Items

Beyond the general rules, several types of items are hard or impossible to return:

Installed flooring, tile, or countertops (no returns once installed).
Custom orders (countertops, cabinets, stair parts, and other made-to-order pieces), unless defective.
Products not in original packaging or clearly used or damaged after purchase.
Certain clearance or final sale items, depending on how they are marked in store or online.

When in doubt, ask at the store or check the product page for any note that an item is final sale or non-returnable.

Practical Tips to Make Floor & Decor Returns Easier

Keep all receipts and order confirmations. Store them in a folder or email label until your project is fully complete.
Hang onto packaging until installation. Boxes and labels contain shade, batch, and lot information, and are required for returns.
Inspect everything before you install. Open a few boxes, check for breakage, and compare colors between boxes.
Buy a reasonable overage, not a huge surplus. Extra boxes help with cuts and future repairs, but returning large quantities can be harder, especially if products are discontinued.
Confirm rules on special and custom orders in writing. Ask questions before placing any made-to-order items.
Act quickly if you notice damage or shortages. Contact the store or Customer Care right away while you’re still within the 90-day window and before anything is installed.

Floor & Decor Return Policy – Common Questions

How long do I have to return items to Floor & Decor?

Most purchases can be returned within 90 days of the purchase date when you have a valid sales receipt. After 90 days, returns may still be considered but are at the store’s discretion and typically result in merchandise credit rather than a direct refund.

Can I return opened boxes of tile or flooring?

In general, returns must be unopened and in original packaging and quantity. Boxes that have been opened are often not eligible for a full return, except when they were sold as samples or clearly fall under specific mosaic rules. Always leave boxes sealed until you are sure you will use them.

Can I return product once it’s installed?

No. Once flooring, tile, or other materials have been installed, Floor & Decor will not accept them for return. Installed material is treated as the property of the owner or installer.

What if I lost my receipt?

Without a receipt, returns are more limited. Floor & Decor may approve a return based on your photo ID, and the refund is usually issued as merchandise credit at the last lowest selling price. All receipt-free returns are checked through a third-party verification system, and the company can decline returns if the system flags a concern.

Are special orders and custom orders treated differently?

Yes. Special orders can usually be cancelled before shipping with a full refund, while custom orders (like custom countertops or cabinets) are typically non-refundable once ordered. Damaged or defective custom products may be exchangeable, but style changes or size mistakes on a custom piece are usually not covered.

Can I return online purchases to a physical store?

Yes. Most online purchases from Floor & Decor can be returned at any store location, as long as they follow the same 90-day timeframe and condition rules. Bring your packing slip or online order confirmation along with the products.

Summary

Floor & Decor’s return policy is built around a 90-day window, original packaging, and unused product. If you keep your receipt, inspect items before installing, and store everything in its packaging until you are sure it is right for your project, you’ll have a much smoother time returning extra or unsuitable materials.

Plan your purchases with these rules in mind, and you can buy confidently knowing exactly what will happen if something needs to go back.