Refund Policy

At Urban Surfaces, customer satisfaction is our top priority. If an order is not satisfactory, simply contact us by phone or send a detailed email with the information listed below to and we will process the return.

Refunds can be expected within two to four weeks after the purchased items are received and conditions are inspected and approved for restocking. A member of our staff will be in touch with the original purchaser either by phone or email with the details of your refund. 

All returned items are inspected upon receipt. If the item has been opened or shows signs of soil, damage, or wear it may be subject to a partial refund.

Urban Surfaces shall cover the return shipping charges and restocking fees under the following conditions:

  • Defective merchandise received
  • Merchandise damaged in transit
  • Incorrect shipment received due to our error

How we will refund:

  • Refunds are issued within 10 business days after the product has been received by the warehouse in good resalable condition.
  • Credit card purchases will be refunded to the card used on the original purchase.
  • Check or cash purchases will be refunded by check and mailed within two weeks.


Once a product has been installed, it cannot be returned. Urban Surfaces is not responsible for product defect or damage, property damage or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of product. Thoroughly inspect all products before installation as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.

Contact Information for all inquiries:


Phone: (800) 492-8722