Thank you for choosing Journey Flooring & Finishings for your flooring needs. We are committed to providing our customers with high-quality products and exceptional service. In the event that you need to return or seek a refund for your purchase, we have outlined our policy below to ensure a smooth and transparent process.

• Installation and levelling are per manufacturer's specifications. 
• 30 day return policy
• All returns subject to 25% restocking fee and $50 handling fee for unopened + damaged boxes over 100 sq. ft.
• Custom orders are non-refundable

Eligibility for Returns and Refunds:
1.1. Products purchased directly from Journey Flooring & Finishings, either through our physical store or our official website, are eligible for return and refund.
1.2. All returns and refund requests must be initiated within 30 days from the date of purchase.
1.3. Custom-made or personalized products, including flooring materials cut to specific measurements, are not eligible for return or refund, unless they are defective or damaged upon receipt.

Return Process:
2.1. To initiate a return, please contact our customer service team within the 30-day window via phone or email. Our team will provide you with a return authorization (RA) number and guide you through the process.
2.2. The RA number must be clearly marked on the return package.
2.3. The returned product must be in its original condition, unused, and in its original packaging. Any damage or signs of use may result in a partial refund or denial of the return request.
2.4. Please include a copy of the original purchase receipt or invoice with the returned product.

Return Shipping:
3.1. The customer is responsible for the cost of return shipping, unless the return is due to our error, such as shipping the wrong product or a defective item.
3.2. We recommend using a reputable shipping service with tracking capabilities to ensure the safe return of the product.
3.3. Journey Flooring & Finishings is not responsible for any damage or loss that occurs during the return shipping process.

Refund Process:
4.1. Upon receiving the returned product and verifying its condition, we will process the refund within 7 business days.
4.2. Refunds will be issued using the original payment method used for the purchase. Please note that it may take additional time for the refund to appear in your account, depending on your bank or credit card provider.
4.3. If the return is deemed ineligible or incomplete, we reserve the right to deny the refund or issue a partial refund at our discretion.

Damaged or Defective Products:
5.1. If you receive a damaged or defective product, please contact our customer service team immediately.
5.2. We may require photographic evidence or other documentation to assess the issue.
5.3. In cases of verified damage or defect, we will arrange for a replacement or offer a full refund, including any associated shipping charges.

Changes to the Policy:
6.1. Journey Flooring & Finishings reserves the right to modify or update this refund and return policy at any time. Any changes will be effective immediately upon posting the revised policy on our website.
6.2. It is the responsibility of the customer to review the policy periodically to stay informed about any updates.

If you have any questions or concerns regarding our refund and return policy, please don't hesitate to contact our customer service team. We are here to assist you and ensure your satisfaction with our products and services.