Refund policy

Last updated: October 6, 2025

 

We want you to feel confident when shopping with us. This policy explains how returns and refunds work for our flooring products in line with South African law.

 

Cooling-Off Period (Online Purchases)

 

  • If you order a product that is in stock, you have the right to cancel your order within 7 days of receiving it.
  • The product must be unused, undamaged, and in its original packaging.
  • You are responsible for the cost of returning the item unless it is defective, damaged, or sent incorrectly.
  • Delivery charges are non-refundable unless the goods were faulty, damaged, or incorrectly supplied.
  • Refunds or exchanges will be processed once the products have been inspected.
  • Products marked as “Made to Order” are custom-made for you and cannot be returned for a change of mind. Once production starts, these items are excluded from the standard cooling-off right.

 

Defective or Incorrect Products

Please check your order when it arrives and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you receive damaged, defective, or incorrect items:

  • Please notify us within 24 hours of delivery with photos and your order details. This timeframe allows us to lodge a claim with our courier partner (who requires claims within 48 hours).
  • Once we’ve approved your return, we will arrange repair, replacement, or a full refund at no cost to you.
  • Claims received after the 24-hour period may not be eligible for a refund or replacement, depending on courier policies.

 

Exceptions/Non-returnable Items

Unfortunately, we cannot accept returns on sale items unless they are defective or not as described.

 

Refund Process

  • We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.
  • If approved, refunds are issued via your original payment method.
  • Please allow up to 10 business days for processing, depending on your bank.
  • If more than 15 business days have passed since we’ve approved your return, please contact us at sales@thefloorbar.co.za.

 

How to Arrange a Return

To start a return, email us at sales@thefloorbar.co.za with your order number and the details of the item(s) you’d like to return. We’ll confirm the next steps and assist you with the process.

Please note that returns will need to be sent to the following address: UCanStore Unit B101, CradleStone Mall Level 5 Parking, 17 Hendrik Potgieter Road, Muldersdrif, Krugersdorp, Gauteng, 1739.

If your return is accepted, we’ll send you a return shipping label, as well as instructions. Items sent back to us without first requesting a return will not be accepted.