Terms of Service

Terms of Service

Shipping & Returns

Delivery to Your Door

Flooring Centre charges no additional delivery fees for main centres only. If the specified address is not in a main centre or surrounding areas up to a certain distance, Flooring Centre will calculate the shipping cost and quote the customer.

Collection Points

Collect at One of Our Branches

At Flooring Centre, you are able to order online and then collect from one of our trusted branches. Once the order is placed, we will contact you to confirm which branch is closest to you and when the stock will be available for collection.

Flooring Centre provides a national delivery service to your door for all products ordered from the website. You can specify when finalizing your order whether you would like us to deliver the stock to your door or whether you would like to collect it at a branch. In rare cases where the delivery address is in a rural area, Flooring Centre may request an alternative delivery address in a major city centre near you for delivery.

(Please note: When ordering from our branches, please ensure your stock has been reserved or made available at the branch before collecting.) We will automatically calculate the delivery charge for your order. Note that the zip code specified is your area zip code, not your postal zip code, although they may be the same at times.

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Return Policy

Standard Stock Items:

We offer 15-day hassle-free returns on unopened and resalable items. The customer is responsible for all shipping costs (including, but not limited to, the original shipping cost and the return shipping cost).

Non-stocked Products (items that were specifically manufactured or imported):

Drop off or ship (prepaid) items back to our head office in Cape Town. We will cover the return shipping to the South African manufacturer. This does not include specially imported product returns. All specially imported products must be shipped prepaid to suppliers upon receipt of return authorization. A 20% restocking fee applies to all non-stocked product returns, which must be unopened flooring in resalable condition.

Accessories, Overages, Refused Orders, Items Wrongly Shipped:

Trims and other accessories such as adhesives, underlay, mouldings, and cleaning materials are non-returnable items. Overages and products purchased over 30 days are non-returnable.

Refused shipments without authorization will be treated as a return and will be subject to a 20% restocking fee, along with initial and return shipping costs.

In case you received incorrect items, please email us digital pictures of the product label showing the item ID or provide us a clear description of the product received. This will help us clearly identify the error and correct it immediately.

End-of-Range Items or Items on Weekly Specials:

All end-of-range items and items purchased as part of a weekly special are non-returnable. Products sold on end-of-range are final sales, and returns cannot be accepted on these “specials” as most products have been discontinued and are no longer available in larger quantities. This does not apply to regularly stocked branded specials. All end-of-range items will be clearly marked as such.

What You Need to Do if You Want to Return Items:

• Call us at our head office or email us at buyer@flooringcentre.co.za to request return authorization.

• Wait for our email notification of your return authorization and instructions for return shipping.

• Email/call us with the tracking number of the return shipment. It is VERY important that you provide us with the return tracking number from the carrier; returns cannot be processed without the return tracking number.

• Allow 10-15 days from the time the returned items were received at our store for processing of your refund.

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Defective Claims Policy

If you received a defective item or found defects on products after installation, we will be happy to take care of the issue. Please follow the steps below to process your claim in a timely manner:

• Call us at (021) 912-8110 or email us at buyer@flooringcentre.co.za with the following information:

  • Order number or name on the account

  • Brief description of the issue

  • 4-6 digital pictures clearly showing the issue

  • Your contact information (email address/working phone number)

  • Your certified installer's contact information

  • Your preference for either credit or replacement

A Claims Representative will contact you through email within 24-48 hours to provide instructions on how to proceed and assist you with the process. If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.

If pictures and samples are not enough, a third-party inspector may be recommended to physically inspect the reported defect. An inspection fee of R500.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.

Flooring Centre will ship out replacements or issue credit for the materials at no cost, should the claim be approved.

For Uninstalled Products:

After opening 2 boxes with defects, please stop opening further boxes. We will not issue a refund or replacement for boxes opened after the first 2 boxes.

For Installed Products:

Installation of defective product is acceptance of the order. A claim will not be processed for items with visible defects prior to installation.

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Damaged/Missing Items Claim

What to Do When You Receive Damaged Items/Shortages:

• Do not refuse deliveries, even if there is visible damage or a shortage.

• Inspect all items upon arrival and count the number of damaged boxes. Look for scratches, dents, tears, and check if your order is complete and identify missing items.

• Note all damages and shortages on the Delivery Receipt. If no damages or shortages are noted on the Delivery Receipt, we cannot be held responsible for any damages or shortages that occur. You will then be advised to file your claim directly with the carrier.

• Please ensure that you note the damages/shortage and sign two (2) separate copies (customer's and driver's copies).

• Before disposing of any damaged material, please contact the carrier to allow them the option of picking up the damaged merchandise for inspection. Only the carrier can advise you to dispose of damaged materials.

Call us at (021) 912-8110 or email us at buyer@flooringcentre.co.za with the following information:

• Order number or name on the account

• Date package was received

• Number of boxes/items that were damaged/lost

• Working email address/contact details

A Claims Representative will contact you through email within the next 24-48 hours to assist you with your claim.

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Privacy Statement

At Flooring Centre, we are committed to protecting your privacy. We use the information we collect about you to process orders and provide a more personalized shopping experience. Please read on for more details about our privacy policy.

What Information Do We Collect? How Do We Use It?

• When you order, we need to know your name, email address, mailing address, shipping address, credit card number, and expiration date. This allows us to process and fulfil your order and notify you of your order status.

• When you sign up for one of our sales offers or services, we only need an email address, which we use to send you the information you request.

• When you enter a contest or other promotional feature, we may ask for your name, address, and email address so we can administer the contest and notify winners.

• We personalize your shopping experience by using your purchases to shape our recommendations about products that might interest you. We also monitor customer traffic patterns and site usage to help us develop the store’s design and layout.

We may also use the information we collect to notify you about important functionality changes to the website, new Flooring Centre services, and special offers we think you'll find valuable. If you'd rather not receive this information, visit the Flooring Centre website, log in to your account, and change your preferences.

How Does Flooring Centre Protect Customer Information?

When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. All customer data we collect is protected against unauthorized access.

What About "Cookies"?

"Cookies" are small pieces of information stored by your browser on your computer’s hard drive. Our cookies enable us to provide shopping features and store items in your shopping cart between visits. Most web browsers automatically accept cookies, but you can usually change your browser to prevent this.

Will Flooring Centre Disclose the Information It Collects to Outside Parties?

Flooring Centre does not sell, trade, or rent your personal information to outside parties. We may share some customer information with our trusted partners for transactions that begin at a partner site. These trusted parties will not sell your information to outside sources.

Flooring Centre may also provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will not include personally identifying information.

In summary, we are committed to protecting your privacy. We do not sell, trade, or rent your personal information. You can control how we contact you by changing your preferences on our website.

Your Consent: By using our website, you consent to the collection and use of this information by Flooring Centre. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

For any privacy-related inquiries, please email us at buyer@flooringcentre.co.za.