At Secure Flooring, your satisfaction is our top priority. We strive to provide a clear and fair return and refund policy designed to ensure a smooth experience should you need to return a product.
1. Return Period
Customers may request a return of purchased items within 30 calendar days from the date of delivery. To qualify for a return, the product must meet the following criteria:
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Be in its original, unused condition, ensuring it has not been installed or altered in any way.
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Show no signs of wear, damage, or use that would compromise its resale value.
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Be returned with all original packaging, accessories, and documentation whenever reasonably possible.
These conditions are essential to maintain product integrity and allow us to process your return efficiently.
2. Non-Returnable Items
Certain products may be exempt from returns due to health, safety, or supplier-imposed restrictions. These may include, but are not limited to: custom orders, personalized items, and products affecting hygiene standards.
Any such restrictions will be clearly communicated on the respective product page prior to purchase to ensure complete transparency.
3. Return Process
To initiate a return, please follow these steps:
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Contact our Customer Support team via info@secureflooring.ca with your order number and a detailed reason for the return request.
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Upon verification, we will provide you with instructions for the return shipment, including a Return Authorization Number (RAN) if applicable.
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Customers are responsible for the cost of return shipping, except in cases where the product is defective, damaged upon arrival, or incorrectly sent by Secure Flooring.
We recommend using a trackable shipping service to ensure the safe return of your item.
4. Refunds
After receiving and thoroughly inspecting the returned merchandise to confirm it meets our return criteria, we will process your refund promptly.
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Refunds will be issued to the original method of payment within 5 to 10 business days following receipt and approval of the returned product.
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Please note that original shipping fees are non-refundable unless the return results from an error on our part, such as sending the wrong item or a defective product.
If the return is not approved due to failure to meet the return conditions, the item will be shipped back to the customer at their expense.
