Returns & Exchanges

Requirements:

  • Returns/exchanges must be requested within 60 days of initial shipment.
  • Material must have the same batch number that was fulfilled at the time of purchase.
  • Product must be in resalable condition* and in its original packaging. (Products not meeting this standard will not be eligible for a refund/exchange even if shipped to Urban Surfaces)
  • Returns/Exchanges must have prior approval before being shipped back to Urban Surfaces.
  • Returns/Exchanges must have documentation including: Account Number, Account Name, and Invoice Number

Return Terms:

  • Returns will be assessed a restocking fee equivalent to 15% of the total product price. 
  • Only flooring is eligible for return with a 5 carton minimum required.
  • Accessories such as adhesives, moldings, tools, etc. are not eligible for return.
  • Any associated shipping charges will be the responsibility of the customer. 
  • Refund/Credit amount will be determined after products are delivered at Urban Surfaces and checked to ensure resale quality. 

Exchange Terms:

  • All exchanges must be of equal or greater value of the associated invoice.
  • Exchanges will be assessed a 15% restocking fee for 30 days that will be removed upon fulfillment of the replacement order.
  •  If a replacement order is not placed and shipped within 30 days, the exchange will be converted to a return and the 15% restocking fee will be applied with no refund. 
  • Accessories such as adhesives, moldings, tools, etc. are eligible for exchange.
  • Any associated shipping charges will be the responsibility of the customer. 
  • Exchange Credit amount will be determined after products are delivered at Urban Surfaces and checked to ensure resale quality. 

* Resalable condition is defined as: 

Flooring: Clean, unblemished boxes; all original box contents (planks per box), box content must also be free from damage as determined by Urban Surfaces.

Moldings: Must be returned in its original condition and packaging.

Adhesive: Must be sealed, in original condition and accompanied with the flooring purchased.

Tools: Must be unused, in its original condition.

Contact Information for all inquiries:

Email:
CustomerSupport@UrbanSurfaces.com

Phone: (800) 492-8722