Returns & Warranty

Every floor we sell is covered by the manufacturer's limited warranty. Here is what each one covers, what to check before installation, and how returns work.

Warranty by Floor Type

Warranty Terms That Apply to Every Floor

• The warranty covers the original purchaser and cannot be transferred.
• Keep your receipt. Proof of purchase is required for any claim.
• The floor must be installed and maintained following the manufacturer's installation and care guide for that product.
• A valid claim is resolved by repairing or replacing the defective planks. Labor and shipping are not covered.
• Scratches, dents and loss of gloss are normal wear and are not covered.

What the Warranty Does Not Cover

• Damage from improper storage, handling or installation
• Flooding, leaking pipes, appliance leaks or standing water
• Fire, storms, smoke, accidents or abuse
• Pets, furniture without protectors, casters, and vacuum beater bars
• Fading or color change from sunlight, extreme heat or age
• Natural variation in wood color, grain and knots, or differences from samples and photos
• Hardwood (solid or engineered) installed in full bathrooms with a shower or tub
• Solid hardwood installed over concrete or over radiant heat
• Hardwood damage from steam mops, or gaps, cupping or crowning caused by humidity or subfloor moisture
• Engineered hardwood sold as clearance, close-out or as-is

Before You Install

• Inspect every box first. Check color, finish and condition before installation. Installing a plank means accepting its appearance, and planks installed with visible defects are not covered.
• Not happy with the flooring? Do not install it. Contact us right away. For hardwood, solid or engineered, accept or reject the full shipment, not box by box.
• Padding: we do not recommend adding padding under luxury vinyl plank or luxury laminate. The pad is already attached, and extra padding can affect how the floor performs and what the warranty covers.
• Acclimation: solid and engineered hardwood need at least 5 days in the room where they will be installed. For engineered hardwood, the wood and subfloor moisture readings should be within 2% of each other. Luxury laminate and luxury vinyl plank generally do not need acclimation unless they were stored somewhere very hot or cold.
• California installers: hardwood installation in California requires a C-15 licensed installer.
• Order about 10% extra for cuts and waste (more for diagonal or herringbone layouts). Our estimating calculator includes it.

Making a Warranty Claim

Contact us first at sales@floorsbymony.com with your receipt, the floor name, and clear photos of the problem. We will work with the manufacturer on your behalf. The manufacturer may inspect the floor before deciding on repair, replacement or refund of the defective portion.

Damage on Delivery

Deliveries arrive curbside by freight. Count the boxes and check them for damage before you sign, write any damage on the delivery receipt, and send us photos right away so we can open a claim.

Returns

• Unopened and opened boxes can be returned within 30 days of delivery, as long as the flooring is not damaged.
• Installed, cut or damaged flooring cannot be returned.
• A 25% restocking fee applies to returns.
• Return freight is paid by the customer.
• Contact us before returning anything. Email sales@floorsbymony.com with your order details and photos, and we will confirm the next steps. Items returned without contacting us first cannot be accepted.

Approved refunds, less the restocking fee, are issued to your original payment method. See our refund policy.

Installation and Care Guides

Ask us for the full installation, care and warranty guide for your floor, and we will email it to you.