Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your flooring product must be unopened, unused, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at contact@vertexxflooring.com or (613) 292-8339. Because flooring materials are heavy and bulky, returns are not sent by standard mail. Once your return is approved, we will arrange a pickup or provide instructions for returning the item to our location at 1000 McGarry Terrace, Nepean, ON K2J 7A8, Canada. Items returned without first requesting approval will not be accepted.

Damages and issues

Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Opened boxes, cut materials, and custom or special-order products (including special-order colours, finishes, or non-standard quantities) cannot be returned, as these items cannot be resold. We also do not accept returns on clearance or sale items.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund is approved. If approved, you will be automatically refunded to your original payment method, minus a 15% restocking fee, within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at contact@vertexxflooring.com.

Installation services

A deposit is required to book installation services. Deposits are refundable if you cancel more than 5 business days before the scheduled installation date. Cancellations made within 5 business days of the scheduled date may forfeit the deposit to cover material preparation and scheduling.

Once installation has begun, no refunds will be issued for labor already completed. If you are not satisfied with completed work due to a workmanship issue, contact us within 30 days of completion so we can inspect and remedy the concern at no additional cost.

Consultations

Consultations booked through our website are free and carry no cancellation fee.

Contact us

Vertex Flooring
1000 McGarry Terrace, Nepean, ON K2J 7A8, Canada
contact@vertexxflooring.com
(613) 292-8339