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.