Refund policy

This Return & Refund Policy applies to purchases made through our Shopify website and any direct online checkout offered by iProStep, LLC (“iProStep,” “we,” “us”).

Because flooring and related materials are specialty products (often shipped via freight and sold in specific lots/cartons), returns and refunds are subject to the terms below.

1) Inspect Your Order Before Installation

Please inspect all materials immediately upon delivery or pickup and before installation.

  • Installed, cut, altered, or opened products are considered accepted and are not returnable.

  • If you notice damage, incorrect items, or a suspected defect, stop and contact us right away before any installation continues.

2) 14-Day Return Window (Products)

You may request a return within 14 days of delivery (or pickup date) if the product meets all eligibility requirements below.

3) Return Eligibility (Products)

To be eligible for a return, items must be:

  • Requested within 14 days of delivery/pickup

  • New, unused, uninstalled

  • In original, unopened packaging

  • Flooring must be returned in full, unopened cartons (no partial cartons/boxes)

  • Free of damage, writing, labels, tape, dirt, odors, or wear

If returned items do not meet these requirements, the return may be rejected or refunded at a reduced amount (if accepted) based on condition.

4) Non-Returnable / Final Sale Items

The following are not eligible for return or refund:

  • Any product that has been installed, cut, altered, opened, or used

  • Partial cartons/boxes of flooring

  • Special order items (ordered specifically for you)

  • Clearance / closeout / discontinued items

  • Jobsite consumables and accessories such as underlayment, adhesives, thinset, grout, sealers, moldings, transitions, fasteners (unless iProStep approves a return in writing and items are unopened)

  • Samples

  • Gift cards (if applicable)

5) Restocking Fee (All Approved Returns)

All approved returns are subject to a 25% restocking fee.

In addition, any of the following may be deducted from your refund (where applicable):

  • Original shipping/freight charges (non-refundable)

  • Supplier restocking or handling charges (if charged to us)

  • Bank/payment processing fees that are not returned to us by the processor (where permitted)

6) Return Shipping & Freight Responsibility

  • Customer is responsible for all return shipping costs, including freight pickup, pallets/packaging, and insurance.

  • We recommend shipping with tracking and insurance. iProStep is not responsible for items lost or damaged during return transit.

  • Original delivery/freight fees are not refundable.

Refused deliveries may be treated as a return (if eligible) and will still be subject to the 25% restocking fee plus any freight/return charges and supplier fees.

7) Damaged, Wrong, or Missing Items (Delivery Issues)

If an order arrives damaged, incorrect, or incomplete:

  • Notify us within 48 hours of delivery with:

    • your order number

    • photos of the damage and packaging

    • a brief description of the issue

  • Keep all packaging until the claim is resolved.

Late reporting may limit our ability to file freight/supplier claims.

8) Refund Process & Timing

Once your return is received and inspected, we will notify you of approval or rejection.

  • Approved refunds are issued to the original payment method.

  • Refunds typically process within 5–10 business days after inspection/approval (your bank may take additional time to post the credit).

  • Refunds are issued minus the 25% restocking fee and any applicable deductions described above.

9) Exchanges

We generally do not offer direct exchanges for flooring due to lot/dye variation. If eligible, you may return items (subject to this policy) and place a new order.

10) Order Cancellations (Products)

  • Orders may be canceled before they ship. Contact us immediately.

  • If an order has already shipped, it cannot be canceled and must follow the return process (if eligible).

  • Special order items typically cannot be canceled once placed with the supplier.

11) Installation Services (Deposits & Service Work)

Installation services and scheduling reserve crew time and may involve procurement and preparation.

  • Installation deposits and service work are governed by your signed installation agreement/terms.

  • Once installation work has started (including demolition/removal or surface prep), charges for work performed are non-refundable.

  • If a purchase includes both materials + installation, product return eligibility (if any) and service charges are handled separately based on this policy and your signed installation terms.

12) Manufacturer Warranties / Product Claims

iProStep is a contractor and retailer, not a manufacturer. Product warranties (if any) are provided by the manufacturer. If you believe a product is defective, contact us before installation whenever possible so we can help with the next steps.

Contact Us (Returns & Support)

To request a return authorization, contact us with your order number, item(s), quantity, and reason for return:

Returns sent without authorization may be refused.