Floor and Decor Return Policy 2026 Update
Navigating home improvement projects is a massive undertaking. Often, the most stressful part isn’t the actual installation-it’s figuring out what to do with all those leftover materials. Whether you accidentally over-ordered heavy porcelain tile or realized a wood laminate shade just doesn't match your kitchen lighting, understanding the Floor and Decor return policy is essential to protecting your renovation budget.
If you find yourself staring at extra boxes of grout, thin-set, or flooring, don't panic. As of 2026, Floor and Decor continues to offer one of the most flexible return windows in the hardware and flooring industry. However, there are some very specific "fine print" details regarding restocking fees, pallet returns, and material conditions that can catch even experienced DIYers off guard.
This comprehensive guide breaks down everything you need to know about getting your money back. We will cover the standard 90-day window, the tricky rules around returning opened boxes, and what to do if you’ve misplaced your receipt. You will also learn the exact step-by-step process for handling heavy online returns, ensuring you don't get stuck paying massive freight shipping bills.
(Note: The information in this guide is based on the latest available policies and has been verified for 2026. Policies may vary slightly by store manager discretion.)
Overview of Floor and Decor Return Policy
The Floor and Decor refund policy is highly focused on one main concept: resalable condition. Because flooring must be sold in consistent batches, the company is generous with their timeframes but very strict about the condition of the goods you bring back.
Quick Glance: Policy Summary
| Topic | Details |
|---|---|
| Return Window | 90 days from the date of purchase or delivery. |
| Eligible Items | Must be new, uninstalled, in original unopened packaging. |
| Return Methods | In-store (highly recommended), online/mail-in via RMA. |
| Refund Methods | Original payment method or store credit. |
| Non-returnable Items | Installed goods, Clearance/Final Sale, custom cuts. |
| Fees | 20% restocking fee after 90 days; buyer pays return shipping. |
The "Leftover Tile" Strategy
Before you rush to return every single piece of excess material, consider this pro tip: keep one or two extra boxes. If a tile cracks a year from now, or if you need to patch a floor after a plumbing repair, finding an exact color match from a new batch will be nearly impossible. Keep a small reserve, and return the rest of the unopened boxes within your standard return window.
Return Window & Eligibility Requirements
Standard Return Window
For most regular retail customers, you have exactly 90 days from the date of purchase to initiate a return.
- For In-Store Purchases: The 90-day clock begins the day you pay at the register.
- For Online Orders: The 90-day clock begins on the day your items are marked as "Delivered" to your home or the day you pick them up from the store.
PRO Premier Member Benefits
If you are a professional contractor with a PRO Premier account, Floor and Decor rewards your loyalty. Depending on your specific membership tier and purchasing volume, PRO members may be eligible for extended return windows that can last up to a full year. Check your PRO portal online or ask your dedicated store rep for your exact timeframe.
Eligibility and Condition Requirements
To get a full refund without any pushback, your items must meet these strict criteria:
- Unopened and Uninstalled: Floor and Decor will not accept returns on any installed materials. Once a tile is cut, glued, or nailed down, it belongs to you.
- Full Boxes Only: You generally cannot return a half-empty box of laminate or tile. Boxes must be complete and in their original packaging.
- Clean and Dry: Materials stored outside in the rain or covered in drywall dust may be rejected because they are no longer in "resalable" condition.
How to Return Items to Floor and Decor
Returning a small decorative item is easy, but returning 500 pounds of stone requires a plan. Here are the step-by-step ways to handle your return.
In-Store Returns (The Fastest, Best Method)
Because flooring is incredibly heavy, taking your items directly to a local warehouse is almost always the smartest option, even if you ordered them online. Doing an in-store return saves you from paying massive freight shipping fees.
- Gather your items: Ensure boxes are taped securely and free of damage.
- Find your receipt: Bring your paper receipt, digital email confirmation, or the credit card you used.
- Load up safely: If you are returning a full pallet, leave the items on the pallet in your truck.
- Ask for help: Go into the store and tell the customer service desk you have a heavy return. A "Pro" associate will often come out to your vehicle with a forklift or pallet jack to unload it for you.
- Process the refund: The associate will inspect the items for damage and process your refund at the desk.
Online Order Returns (Freight & Mail-in)
If you ordered online and cannot physically transport the items to a store, you can initiate an online return. Be warned: you will be responsible for the return shipping costs, which can be shockingly high for heavy materials. Just as we note in our Ashley Furniture return policy guide, sending heavy items back on a truck will eat into your refund quickly.
- Contact Support: Log into your Floor and Decor account or call customer service to request a Return Merchandise Authorization (RMA) number.
- Pack the Items: Securely pack the items on a pallet (if returning bulk) or in sturdy boxes.
- Arrange Freight: Floor and Decor will help arrange a Less Than Truckload (LTL) carrier to pick up the materials.
- Pay the Shipping: The cost of the return shipping will be deducted from your final refund amount.
- Inspection: Once the items arrive at the distribution center, they will be inspected before the refund is issued.
The "Broken on Arrival" Checklist
What happens if you open a box and find shattered tiles? This is the most common frustration for flooring customers. To ensure you get a replacement or refund without being blamed for the damage:
- Report it immediately: You must report damaged or defective items within 7 days of delivery or pickup.
- Take photos: Photograph the broken items inside the original box, showing the shipping label if possible.
- Do not install: Never install a defective product, as doing so voids your ability to return it.
Refund Methods & Processing Time
Once your return is approved, how and when do you get your money back?
Floor and Decor typically issues refunds to your original refund method.
- Credit and Debit Cards: The refund is processed immediately at the register, but the typical processing time for banks to show the money in your account is 3 to 7 business days.
- Cash Purchases Under $500: You will be handed cash right out of the register.
- Cash Purchases Over $500: For security and cash-flow reasons, stores usually do not keep enough cash on hand to refund large amounts. If your cash return exceeds $500, Floor and Decor will mail a corporate check to your home address. This usually takes 10 to 14 business days.
- Store Credit: If you are doing a return without a receipt or returning an item past the 90-day window (with manager approval), you will be issued a store credit gift card.
Exchange Policy
Floor and Decor does not have a traditional "even swap" exchange policy. Instead, exchanges are handled as two separate transactions: a return of your old item and a purchase of the new item.
Crucial Tip for Exchanges: If you are exchanging tile or wood because you ran short and need more, always check the dye lot or batch number. Flooring colors can vary slightly from batch to batch. Before you head to the store to exchange a box, verify online or call the store to ensure they have the exact batch number you need to match the floor you’ve already laid down.
Non-returnable or Restricted Items
While the policy is generally accommodating, several categories fall under the non-returnable items list. Floor and Decor will deny refunds for:
- Installed Materials: Absolutely no returns on flooring that has been glued, mortared, cut, or nailed.
- Clearance and Closeouts: Anything with a yellow tag marked "Final Sale," "Clearance," or "Closeout" is yours forever.
- Custom Orders: Items that were custom-cut to your specific dimensions or non-stocked patterns ordered specifically for your home.
- Opened Liquids and Adhesives: If the factory seal is broken on grout sealer, thin-set, or adhesive, it cannot be returned due to safety, shelf-life, and tampering concerns.
- Design Fees: If you paid a fee for professional in-home design consultations, those service fees are strictly non-refundable.
If you are buying decorative home accents to match your new floors, be aware that smaller decor items follow strict return rules across the industry. You can compare this by reading our Finesse Decor return policy guide to see how standard decor returns operate.
Fees, Deductions & Exceptions
The biggest fear most shoppers have is being hit with hidden fees. Here is exactly how Floor and Decor handles deductions.
The Restocking Fee Explained
Floor and Decor does not charge a restocking fee for standard, stocked items returned in new condition within the 90-day window.
However, you will face a restocking fee in these two scenarios:
- Late Returns: If you bring an item back after 90 days, the store manager may choose to accept it if the item is still an active stock item. If they do, they will deduct a 20% restocking fee from your store credit refund.
- Special Orders: If you ordered a specialized product that the store does not normally carry on its shelves, returning it is difficult. If the return is approved, you will face a 10% to 25% restocking fee, even if you return it within the 90-day window.
Original Shipping Costs
If you paid a delivery fee to have a pallet brought to your house, that original delivery fee is completely non-refundable. You will only be refunded for the cost of the physical materials.
Holiday & Extended Return Policies
Renovations often stall during the busy winter months. While Floor and Decor does not always heavily advertise a formal holiday return policy, local store managers often show leniency for purchases made in November and December. If winter weather or holiday schedules delayed your contractor, you may be granted a slight extension on the 90-day window.
However, this is usually at the store manager's discretion, so it is always safest to aim for the standard 90-day deadline. If you're doing a holiday renovation involving lighting or fixtures, you might also want to review our Lumens return policy guide to keep track of all your different project deadlines.
Customer Support & Contact Information
If you are struggling with a missing freight shipment, a broken pallet, or need to request an RMA for an online return, reaching out to customer support is your best move.
- Customer Service Phone Number: 1-877-675-0002
- Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM (EST); Saturday: 9:00 AM – 6:00 PM (EST). Closed Sundays.
- Live Chat: Available directly on the official Floor and Decor website during standard business hours. This is the fastest way to get an update on refund processing.
- Online Form: You can submit a detailed email ticket via the "Contact Us" portal on their site.
Frequently Asked Questions
Can I return items to Floor and Decor without a receipt?
Yes, no-receipt returns are generally accepted, but they come with restrictions. You must present a valid, government-issued photo ID. The store will issue your refund as store credit, and you will only be credited for the lowest recent selling price of that item.
Does Floor and Decor charge a restocking fee?
They do not charge a restocking fee for standard items returned within 90 days. However, if you return an item after 90 days, a 20% restocking fee applies. Special order items also carry a 10% to 25% restocking fee regardless of when they are returned.
Can I return opened boxes of tile to Floor and Decor?
Generally, no. Floor and Decor requires items to be in new, resalable condition. Partial or half-empty boxes of tile, wood, or laminate will be rejected. The box must be full and ideally in its original packaging.
How long does a refund from Floor and Decor take?
If you return an item in-store using a credit card, the money takes 3 to 7 business days to reflect in your bank account. If your refund is a cash transaction over $500, you will have to wait 10 to 14 days for a corporate check to arrive in the mail.
Can I return online orders in-store at Floor and Decor?
Yes, and this is highly recommended! Returning an online order to a physical Floor and Decor warehouse is the best way to avoid paying massive freight return shipping costs for heavy flooring.
What items are non-returnable at Floor and Decor?
You cannot return any flooring that has been installed, altered, or cut. Additionally, items marked as Clearance, Closeout, or Final Sale are non-returnable. Opened adhesives, grout, and custom-ordered cuts are also restricted.
How do I return a damaged or wrong item?
If your flooring arrives damaged or you received the wrong color, you must contact customer service within 7 days of delivery. Take photos of the damage before moving the items. Floor and Decor will arrange a replacement or full refund without charging you return shipping.
How do I return a full pallet of flooring?
The easiest way is to leave the heavy pallet in the bed of your truck or on your trailer, drive to the store, and ask a customer service associate for help. They will usually bring a forklift out to your vehicle to unload the pallet for you, saving you from heavy lifting.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Floor and Decor website or with your local store manager. Information verified April 2026.
Found this helpful? Bookmark this page for the latest Floor and Decor return policy updates and check our other guides on TheReturnGuide.com before starting your next big home renovation project!
