Refund Policy

If you are unsatisfied with your order and would like to request a refund, please follow the instructions below.

What to do:
Please contact Urban Surfaces in one of two ways.
• Call (800) 492-8722
• Email: Returns@UrbanSurfaces.com

What information to provide:
• Your company name
• Invoice number of the transaction

An Urban Surfaces representative will review your transaction information.
Based on the information below, Urban Surfaces will process your return.

How long does it take to receive a refund?

The refund process can take two to four weeks. Once the refund has been approved, your refund will be issued within 10 business days upon:

  1. Receiving purchased items by warehouse personnel
  2. Inspecting the condition of the items, which must be in good resalable condition. If purchased materials have been opened or shows visible signs of wear, soil, damage or wear, the purchase may be subject to a partial refund.
  3. Approving the items for restocking

How are refunds issued?

  • A transaction paid by credit card will be refunded to the card used for the original purchase.
  • transaction paid by check or cash will be refunded by a check mailed within two weeks.

Will Urban Surfaces cover shipping fees?
Yes. Urban Surfaces will cover the fees for return shipping and restocking under the following conditions:

  1. Defective merchandise received
  2. Merchandise damaged during transit
  3. Incorrect shipment received due to an error by Urban Surfaces

Helpful tip:
Thoroughly inspect all items and materials before installation; use will constitute acceptance.

Additional information

  • Once installed, flooring cannot be exchanged or returned for any reason.
  • Urban Surfaces is not responsible for product defects / damage, property damage or lost labor costs due to faulty installation.
  • Claims for damage or shortages must be made upon receipt of product.
  • Urban Surfaces considers installed flooring the property of the owner/installer.

For more details about our refund and exchange policy go to urbansurfaces.com/resource_center/returns-exchanges/.