Returns & Exchanges

Requirements:

  • Returns/exchanges must be requested within 60 days of initial shipment of materials.
  • Materials must have the same batch number fulfilled during purchase.
  • Returns/exchanges must be approved before being shipped back to Urban Surfaces.
  • Returns/exchanges must include the following documentation:
    1. Account number
    2. Account name
    3. Invoice number

Important: Returned materials must be fit for resale* and in original packaging. Those failing to meet this standard will be ineligible for a refund/exchange.

Terms for returns:

  • Returns will be assigned a restocking fee equivalent to 15% of the total product price.
  • Only flooring is eligible for return (5-carton minimum required)
  • Items ineligible for return: adhesives, moldings, tools, etc.
  • Customer carries responsibility for any association shipping charges.
  • The amount of the refund/credit will be determined by Urban Surfaces upon receiving and inspecting the resale condition of materials.

Terms for exchanges:

  • All exchanges must be of equal or greater value of the associated invoice.
  • Exchanges will be assigned a 15% restocking fee for 30 days; fee will be withdrawn upon fulfilment of the replacement order.
  • An exchange will be converted to a return and a non-refundable 15% restocking fee will be assigned should a replacement order not be placed and shipped within 30 days.
  • Accessories ineligible for exchange: adhesives, moldings, tools, etc.
  • Customer carries responsibility for any associated shipping charges.
  • Exchange/credit amount will be determined after Urban Surfaces receives and inspects the resale condition of the materials.


*Defining fit for resale

Flooring

  • Clean, unblemished boxes.
  • Original box with a complete set of planks.
  • Planks must be free of damage as determined by Urban Surfaces during inspection.

Moldings
Must be in:

  • Original packaging
  • Original condition

Adhesives
Must be:

  1. Sealed
  2. In original condition
  3. Returned with flooring listed on invoice.

Tools:
Must be:

  • Unused
  • Original condition