Refund policy

Elite Floor Supply finds fulfillment in delivering top-notch rubber flooring products to our customers, and in the event that a customer is not satisfied with their purchase, we offer a straightforward and hassle-free return policy to ensure a smooth experience in pre and post orders.

Eligibility for Returns or Cancellations

To be eligible for a return or cancellation, your rubber flooring must be:

To cancel an order, customers must contact our company within 24 hours of placing the order to inquire about the possibility of cancellation. It's important to note that all of your products are custom-made, so they cannot be canceled once production has started.
Unused and in its original state
In its original packaging and with all the tags, labels, and instructions that are included in the original order.
No damage or signs of wear

Return Process

We allow returns within 14 days after receiving the order. The customer should contact us to initiate a return. We require the order number and the reason for the return. After reviewing all the details, we will confirm whether the item is still eligible for return. If yes, we will provide the customer with the return address.

Return orders need to be repackaged securely in their original packaging. Including the relevant tags, labels, and instructions. Please ship the items back to the address provided using an easy to track and insured shipping method. The customer will be responsible for all the return shipping costs. The original shipping cost is non-refundable.

Once we receive the item and it meets the eligibility criteria, we will process your refund less any shipping costs and a 25% restocking fee, and then we will issue a refund or a replacement order if needed.

Refunds

Refunds will be issued to the original payment method within 7-10 business days of receiving the returned item. Please note that original shipping costs, return shipping costs, and 25% restocking fees are non-refundable.

Refused Shipments

In case of change of mind

In the case of refused deliveries of your order, it will be returned to us. Once we receive the item and confirm that it meets the eligibility criteria, we will process your return and issue a refund or exchange as requested. Refunds will be issued to the original payment method within 7-10 business days of receiving the returned item. Please note that original shipping costs, return shipping costs, and a 25% restocking fee will be deducted and are non-refundable.

Exchanges

If you wish to change your order, please follow the return process above. You place another order for the desired items.

Defective or Damaged Items

If a product is received in a damaged condition, customers are required to provide a clear photo showing the issue for verification purposes.
For items that have been cut or altered, customers must also submit a photo of the product prior to it being cut or modified. Failure to provide this documentation may affect the eligibility for replacement or refund.

Contact Us

If you have any inquiries or doubts about our returns policy, please feel free to contact us at sales@elitefloorsupply.com. Our team is always ready to assist you, and we will do our best to address any concerns as promptly and efficiently as possible.