Returns

Our return policy aligns with those of our supplier partners. Most — but not all — suppliers allow for partial returns of unopened, undamaged products within 30 days of receiving your order. To be eligible, items must remain in their original packaging and in new, sellable condition. You'll also need your receipt or proof of purchase.

To start a return, contact our team at hello@wordofmouthfloors.com or call us at (888) 966-3579. All returned products must be shipped back to the original supplier warehouse — our team will provide you with the details and walk you through the process.

Restocking Fees

All accepted returns are subject to a restocking fee of 15–25%, depending on the product and supplier. This fee is deducted from your refund amount and covers the cost of receiving, inspecting, and restocking the returned materials at the supplier warehouse.

We'll confirm the exact restocking fee for your order when you initiate the return so there are no surprises.

Return Shipping

If freight shipping is required to return your product, arranging and covering the cost of return shipping is the customer's responsibility. Our team can help point you in the right direction, but the shipment must be coordinated independently.

Refunds are issued to the original payment method used on the order. If that payment method is no longer available, we'll issue a store credit equal to the refund amount.

Non-Returnable Items

The following items are considered final sale and cannot be returned or refunded:

• Clearance products — all clearance items are final sale, no exceptions
• Custom fabricated products — including custom moldings, custom stains, and any made-to-order items
• Installed materials — installation of any product is considered acceptance (see below)
• Opened or damaged packaging — items must be in original, unopened, undamaged condition

Installation & Acceptance

Installation of any material is considered acceptance of the product and makes it ineligible for a return or refund. This applies whether the installation is completed by you, a contractor, or a professional installer.

If you notice any issues with your materials, contact us before beginning installation so we can evaluate the situation and find the best path forward.

Damages & Issues

Please inspect your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us right away so we can evaluate the issue and make it right. Photograph any damage for your records — it helps speed up the claims process.

The sooner you let us know, the faster we can resolve it. We're committed to making sure every order meets your expectations.

Exchanges

The fastest way to get what you need is to return the original item and place a separate order for the replacement. Once your return is accepted, the refund (less any applicable restocking fee) will be processed to your original payment method.

All returned products must be unopened and in the same condition as when they were sold. Please note that clearance items and custom fabricated products are not eligible for exchange.

Refund Processing

Once the supplier warehouse receives and inspects your return, we'll notify you whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method, less any applicable restocking fees.

Please allow a few business days for your bank or credit card company to process and post the refund. Processing times vary by institution.