Carpet Express Returns Policy
The following Return Policy applies to all purchases made through Carpet Express. We are committed to ensuring customer satisfaction; however, given the nature of our goods and in order to manage returns effectively, certain conditions apply:
- Return Approval: All return requests must be authorized by the Carpet Express Claims Department. Sales representatives do not have the authority to manage claims or returns. For information on returns, contact us at 800-922-5582 ext:166 or firstname.lastname@example.org.
- Product Categories: Carpet Express provides a variety of floor covering products, which include roll goods (carpet and vinyl), boxed goods (hardwood, laminate, and vinyl plank), and individual items (area rugs, trim pieces, adhesives, and other accessories). Please note that padding comes in rolls, each considered a separate item.
- Product Quality: The majority of our products are 1st quality running line items with manufacturers' warranty. We also offer discounted floor covering items including close-outs, specials, tavern and cabin grade wood, carpet promotional goods. Please note that there are NO RETURNS allowed on these discounted items. Consult your Carpet Express sales representative if you need clarity on the quality of merchandise you are purchasing.
- Return Conditions for In-stock 1st Quality Items: Unopened in-stock items such as boxes of flooring (hardwood, LVT, carpet tile), area rugs, rolls of padding, trim pieces, adhesives, and most other accessories can be returned within 15 days for a full refund. Goods must be in their original condition. In-stock boxes of wood, laminate, and vinyl plank may also be returned within the same period, provided they are unopened and in their original state. The customer bears all shipping costs.
- Return Conditions for Carpet and Sheet Vinyl Roll Goods: In-stock carpet and sheet vinyl can be returned within 15 days under specific conditions: Entire rolls with no cuts made are eligible for return. Cuts below 30 feet are non-returnable, while cuts 30 feet and over are subject to a 30% restocking fee. The customer bears all shipping costs.
- Return Conditions for Special-order Merchandise: Special-order goods, those not in stock and ordered from the manufacturer, require manufacturer's approval for return and are subject to a minimum 20% restocking fee. Cuts below 30 feet are non-returnable. Special-order carpet is subject to a 50% to 70% restocking fee, and custom design area rugs are non-returnable. The customer bears all shipping costs.
- Pre-installation Inspection: Inspect your order prior to installation. Confirm receipt of the correct style and color and inspect for visible defects or damage before cutting your flooring for installation. In case of visible defects or damages, report promptly to the Carpet Express Claims Department before initiating installation. Claims related to defects or damages not reported before installation will not be honored.
Your understanding and compliance with our return policy are appreciated. Our aim is to provide quality products and service and we trust this policy aids us in doing so.