Returns & Refunds
Last Updated: May 6, 2025
My Floor Haven, an online-only flooring retailer, offers fair return and refund policies for orders placed at www.myfloorhaven.com. This policy details cancellations, returns, refunds, and claims processes.
Cancellations (Before Shipment)
Cancel orders before shipment for a full refund, except for custom orders. Contact us at support@myfloorhaven.com, (505) 589-3099, or www.myfloorhaven.com/contact-us.
Cancellations of Custom Orders
Custom or made-to-order products are final sales and cannot be canceled or refunded, as they are produced specifically for your order. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
Refunds and Returns
- Return Window: 30 days from delivery for unused, unopened products, unless specified otherwise on product pages (e.g., brand-specific 15-day windows).
- Restocking Fee: Returns incur a 25% restocking fee, as noted at checkout and on product pages.
- Return Shipping: Customers are responsible for return shipping costs (starting at $50, depending on the carrier).
- Non-Returnable Products: Some products are non-returnable due to manufacturer policies, as indicated on product pages.
- No Full Refunds Post-Shipment: Full refunds are available only before shipment. Post-shipment returns incur fees.
- Tax Refunds: Refunds for New Mexico orders include product price and applicable sales tax.
- BOGO Promotions: Both items must be returned for a full refund. Single item returns receive a replacement or store credit for the item’s standalone value, plus return shipping and restocking fees.
See product pages for brand-specific return policies and our FAQ for additional details.
Shipping Times
Shipping estimates (5-15 business days) are provided on product pages and in our Shipping Policy. Delays due to supply chain or carrier issues are outside our control. Orders cannot be canceled due to delays, but we’ll notify you of significant issues.
Damages
Report damages within 24 hours of delivery with photos/videos to support@myfloorhaven.com or www.myfloorhaven.com/claims.
- Receiving: An adult (18+) must inspect and sign for the delivery. Note damages or missing items on the receipt.
- Inspection: Check for visible damage or missing items within 15 minutes. Do not refuse shipments.
- Claims: Note specific damages (e.g., “2 damaged boxes”) on the receipt. Avoid vague terms like “concealed damage.” Submit claims within 24 hours. We’ll send replacements upon approval.
- Wrong/Defective Items: Accept the order, note issues, and file a claim within 24 hours. We’ll arrange replacements after verification.
Warranty
Warranties vary by manufacturer and are detailed on product pages. Warranty claims apply to defects from use, not delivery damages (report within 24 hours).
Returns
Customers are responsible for return shipping and restocking fees unless specified otherwise on product pages. Products must be unused and unopened.
How to Request a Refund
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Contact Us: Email support@myfloorhaven.com with:
- Order number
- Reason for refund
- Photos/videos of damages (within 24 hours)
- Process: We’ll respond within 24 hours with instructions. Refunds are credited to the original payment method within 10 business days of product return. Banks may take additional time.
Chargebacks
Contact us to resolve issues before filing a chargeback. We aim to provide fair resolutions. Fraudulent chargebacks may result in legal action.
Contact Us
For return/refund inquiries:
- Business Name: My Floor Haven
- Email: support@myfloorhaven.com
- Phone: (505) 589-3099
- Business Hours: Mon - Sat 9AM - 9PM (MST)
See our Terms of Service, Privacy Policy, Shipping Policy, Sales and Use Tax Policy, and FAQ at www.myfloorhaven.com for additional details.
By using the Site, you agree to this policy.
