SUPERCore Floors Policies

Returns & Refunds Policy

Final Sales

All orders are final upon payment unless SUPERCore Floors approves an exception in writing. Please confirm the product, color, quantity, specifications, and suitability for your project before purchasing.

Special orders, unfinished products, and local purchases of products not stocked by SUPERCore Floors are not eligible for discretionary returns or cancellations.

All products other than SUPERCore-branded products are considered special orders. Any return exception requires manufacturer approval and written authorization from SUPERCore Floors.

Samples & Product Selection

Customers must obtain and review a physical sample before purchasing to be considered for a return based on color, appearance, or product preference.

Samples represent the general appearance of the flooring. Variations in color, grain, texture, and shade may occur between samples, production runs, and individual planks. Website images and screen displays may also differ from the actual product.

The sample requirement does not determine eligibility for a valid manufacturing-defect claim.

Return Authorization

To request consideration for a return, call 844-670-6225 and provide your invoice number, product information, quantity, reason for the request, and supporting photographs.

All returns require written approval and return instructions from SUPERCore Floors before shipment or warehouse delivery. Requesting a return does not guarantee approval. Unauthorized returns may be refused.

For distribution orders, requests must be submitted by the dealer or account holder that purchased directly from SUPERCore Floors. Customers who purchased through a retailer should contact that retailer.

Condition of Returned Products

Approved discretionary returns must be in unopened, original cartons and in clean, dry, undamaged, resalable condition, with product labels intact.

The following are not eligible for discretionary returns:

• Opened cartons, loose planks, or partial boxes.

• Installed, cut, nailed, glued, or otherwise altered flooring.

• Products exposed to rain, moisture, improper storage, or excessive handling damage.

• Cartons damaged by unsuitable tape, repackaging, or shipping methods.

• Excess material remaining after installation, unless specifically approved in writing.

Products must be securely packaged and palletized as directed. Return approval remains subject to inspection upon receipt.

Freight & Return Costs

The purchasing account is responsible for both the original outbound freight and return freight on approved discretionary returns. These freight charges are nonrefundable.

Any applicable restocking, handling, or other return charges will be disclosed in writing before the return is authorized.

Refusing delivery or failing to collect a shipment does not constitute an approved return. Resulting carrier charges—including storage, redelivery, and return freight—are the responsibility of the purchasing account unless otherwise agreed in writing.

Delivery Inspection & Freight Damage

Inspect the shipment upon arrival. Record visible damage and shortages on the delivery receipt before signing, take photographs, and notify SUPERCore Floors promptly at 844-670-6225.

Report concealed damage immediately upon discovery. Retain the affected products, cartons, pallet, and packaging for inspection, and follow the carrier’s reporting requirements. Freight-damage claims are reviewed separately from discretionary returns.

Manufacturing Concerns & Warranty Claims

If you suspect a manufacturing defect, stop installation and avoid opening additional cartons. Contact 844-670-6225 promptly.

Retain affected planks, packaging, carton labels, lot numbers, photographs, and proof of purchase. Do not discard or return material until instructions are provided.

Manufacturing-defect claims are evaluated under the applicable product warranty. The unopened-carton requirement for discretionary returns does not automatically exclude opened material from warranty review.

Refunds & Account Credits

Approved refunds or account credits are issued after returned products have been received, inspected, and accepted. The amount and method will be confirmed in writing, including any previously disclosed deductions.

Dealer promises, allowances, or return arrangements made with an end customer do not bind SUPERCore Floors without written approval. Any separate written dealer agreement will govern where its terms differ from this policy.

This policy does not limit rights or remedies that cannot be excluded under applicable law.

Questions? Contact SUPERCore Floors at 844-670-6225.