Quick Reference
| Term | Applies to All Customers |
|---|---|
| Return Window | 14 days from delivery or pickup |
| Minimum Return Quantity | 3 unopened boxes |
| Restocking Fee | 20% of approved return value |
| Refund Method | Store Credit applied to your account |
1. Scope of This Policy
This policy applies to both Retail Customers and Pro/Wholesale Accounts — the return, restocking, and refund terms are the same for all customers, as summarized in the table above. Pro Account terms are also governed by your signed Pro Account Agreement, which takes precedence if there's a conflict.
2. Return Window & Conditions
Returns are accepted within 14 days of delivery or customer pickup, provided that items are in their original packaging, unused, uninstalled, and factory sealed. A minimum of three (3) unopened boxes is required for any return — we do not accept single boxes, loose pieces, or individual planks under any circumstances. Proof of purchase (original invoice) is required for all returns.
Orders cannot be canceled or modified once they have been dispatched or left our warehouse. Any cancellation requests submitted after dispatch will be denied.
3. Non-Returnable Items
The following items are not eligible for return or exchange:
- All special orders, container orders, and non-stock items ordered directly from the manufacturer (see Section 4)
- All installation accessories, including moldings (T-molding, reducer, stair nose, quarter round), baseboards, underlayment, adhesives, and tools
- All custom fabrications, opened boxes, loose pieces, clearance, closeout, or discontinued products
- Items returned without original packaging, factory seals, or valid proof of purchase
- All sale, clearance, closeout, and final sale inventory
4. Special Orders & Container Orders
Special-order, container-order, and non-stock materials ordered directly from the manufacturer or brand distributor require 100% payment in full upfront, prior to the order being placed. Once submitted, a special or container order cannot be modified, cancelled, returned, or refunded under any circumstances. You are responsible for verifying all dimensions, box counts, and technical specifications prior to payment.
5. Deposits & Order Cancellation
All deposits are non-refundable and no interest is paid on deposits held. Deposits are applied toward the final purchase price at delivery or pickup.
MG Floor Supply may cancel any order at any time prior to fulfillment by providing notice and refunding any deposit paid — for example, due to stock unavailability, pricing errors, or other fulfillment issues.
6. Restocking Fee
A 20% restocking fee applies to all approved voluntary returns of unwanted items, for both Retail Customers and Pro Accounts. This fee directly offsets specialized warehouse labor, product click-lock inspection, structural pallet re-banding, and manufacturing dye-lot separation risk. This fee does not apply to replacements issued for defective, damaged, or incorrect items (see Section 10).
7. Exchanges
Exchanges follow the same 14-day window as returns and are processed within 24 hours, based on stock availability.
8. Delivery Signature & Inspection
For company delivery or third-party freight, an authorized representative must be present at the delivery or pickup location to inspect the materials and sign the delivery document on the Customer's behalf. Any issues — including minor or cosmetic damage — must be noted directly on the delivery document at the time of signing. A signed delivery document is binding on the Customer regardless of who signed it, and issues not noted at the time of delivery may not be eligible for a replacement or credit claim.
For in-store or counter pickup, the Customer is responsible for inspecting materials before leaving our facility; the same standard applies — issues should be raised on the spot whenever possible.
9. Damages & Shortages
Please inspect all materials thoroughly upon delivery or pickup, including concealed factory defects on materials delivered via third-party commercial freight. If your item is defective, damaged, or shorted, you must contact your sales representative or email us at sales@mgflooring.com within 48 hours of receipt with clear photographic evidence of the affected pallets/cartons. After evaluation, we will arrange an officially authorized replacement or issue a Credit Memo — replacements for defective, damaged, or incorrect items are provided at no extra cost and are not subject to the 20% restocking fee, which applies only to voluntary returns of unwanted items.
For warehouse pickups specifically, you or your designated driver must verify box count and material condition before leaving our facility. Once materials leave our facility, we are not responsible for shortages or visual damage reported after pickup.
10. Material Variations & Quantity Estimates
Wood grain, shading, and dye-lot naturally vary batch to batch — these aren't defects. Inspect materials before installing; color or shade variation isn't ground for return once material is installed.
Buyer is solely responsible for measuring and estimating the quantity of material needed. We are not responsible for over- or under-ordering, including where quantities are based on measurements, plans, or estimates provided by anyone other than MG Floor Supply staff.
11. Hidden Manufacturer Defects
If you discover a latent defect that could not be visually detected prior to unboxing (such as core separation or a click-lock milling error), stop installation immediately upon discovery and contact us. We will assist you in filing a warranty claim with the manufacturer. Installation of a plank after a defect is discovered constitutes full acceptance of that material and waives any related claim. As a material supplier, our liability is limited to the replacement of defective material or a refund of the product purchase price as approved by the manufacturer; labor, re-installation costs, and consequential damages are not covered.
See our Limited Warranty page for full coverage details and liability limits.
12. How to Process a Return
12.A Retail Customers
For counter purchases, bring the item(s) in person to our facility during business hours along with proof of purchase. For delivered orders, contact your sales representative or email sales@mgflooring.com to arrange a return.
12.B Pro / Wholesale Accounts (Bulk & Freight Returns)
- Requesting an RMA: To initiate a return, you must contact your sales representative or email sales@mgflooring.com to secure a written Return Merchandise Authorization (RMA) number.
- Drop-Off & On-the-Spot Inspection: An issued RMA number does NOT guarantee a refund or acceptance of items. Vehicles returning materials must remain in our designated Quarantine Area at our warehouse with the materials still loaded — unloading is not permitted until inspection is complete. Our team will inspect the materials on the spot and determine, item by item, what is accepted and what is rejected before any unloading occurs.
- Return Inspection Form: Once inspection is complete, the Customer or their designated driver must sign a Return Inspection Form documenting which items were accepted, which were rejected, the reason for rejection, and the date. Materials dropped off without a completed and signed Return Inspection Form will not be accepted for inspection.
13. If Items Are Rejected (Bulk & Freight Returns)
If the on-the-spot inspection finds that materials do not meet our eligible return criteria (including but not limited to opened boxes, weather-damaged cartons, altered lock profiles, or materials not originally purchased from MG Floor Supply), those items will be formally rejected on the Return Inspection Form.
- Immediate Removal of Rejected Items: Once items are marked as rejected, those items are not unloaded, and the buyer or their designated driver must immediately depart our premises with the rejected materials still on the vehicle.
- The 7-Day Grace Period: If a buyer, contractor, or driver refuses to depart with the rejected materials, or leaves them on our premises, a formal “Notice of Non-Compliant Material Deposition” will be documented and transmitted to the Customer's registered email. The Customer is granted a grace period of seven (7) calendar days from the date of the notice to physically remove the materials at their own expense.
- Classification as Abandoned Property: On the eighth (8th) calendar day, any remaining non-compliant materials will be classified as abandoned property, subject to applicable Illinois law governing a warehouseman's lien and disposition of abandoned goods. MG Floor Supply reserves the right to process, store, sell, or otherwise dispose of such materials in accordance with that law, and will provide any notice required by statute prior to disposal. This also applies to paid orders never collected: if uncollected 90 days from ready date, we may cancel the order, retain any deposit, and dispose of the material at our discretion.
- Escalated Storage & Disposal Fees: Tier 1 — $100.00 base administrative fee for abandoned volume under one standard pallet. Tier 2 — $50.00 recurring storage penalty per pallet, per day, starting on the 8th calendar day. Tier 3 — actual certified disposal costs plus a 15% administrative surcharge if heavy machinery or third-party landfill services are required.
- Title & Security Interest: Title to all materials remains with MG Floor Supply, and we retain a security interest in the merchandise, until paid in full.
- Right of Offset and Possessory Lien: MG Floor Supply maintains a possessory lien over all materials in our custody, to the extent permitted by law. We reserve the right to withhold future order releases, freeze Pro Account balances, or deduct outstanding disposal/storage debts from any existing store credit, active deposits, or approved partial refunds. Unpaid storage or disposal balances exceeding thirty (30) days may be turned over to debt collection, plus interest at 1.5%/month on any approved payment exception, and pursued in the local courts of LaSalle County, Illinois, alongside all accrued attorney fees, as permitted by law.
14. Refunds & Store Credit Processing
Approved returns are refunded as Store Credit applied to your account within 1–2 business days. Store Credit is non-transferable and cannot be redeemed for cash. The applicable 20% restocking fee (where applicable) is deducted before the credit is applied to the account.
Related Policies
For warranty coverage, see our Limited Warranty page. For pickup scheduling and storage fees, see our Shipping & Delivery page. For payment methods and returned-check policy, see our Policies & Disclosures page.
