Returns & exchanges

Stocked flooring and tile may be returned within 30 days of purchase with the original receipt or order reference, in unopened, full cartons from the same dye lot, in resellable condition. Opened boxes cannot be returned.

• Hardwood, engineered, laminate and vinyl returns carry a 25% restocking fee.
• Tile and stone returns carry a 35% restocking fee.
• For hardwood, engineered, laminate and vinyl, the returned quantity must be at least 3 full boxes — we cannot take back one leftover carton.
• Product we brought in from a supplier or distribution point for your order must go back to that pickup point, not the showroom — we will tell you where when you call.

Refunds go back to the original payment method once the product is checked in and passes inspection. Card refunds typically post within 5–10 business days of approval.

• Special orders and custom orders — anything we order in for you, including quote items, once the order is placed with the mill or supplier.
• Carpet ordered or cut for you — carpet cut off the roll is cut to your measurements and cannot be resold.
• Cut, trimmed or altered goods of any kind, including cut doors and trimmed mouldings.
• Opened boxes of flooring or tile.
• Clearance items and floor models.

Special-order deposits are non-refundable once your order has been placed with the mill or supplier.

Doors, trim and mouldings may be returned within 7 days of purchase in original quality and condition. Doors must remain in their original wrapping. Cut or altered doors and trim are final sale. You are responsible for transporting the product back and for any costs of doing so.

Returns within 7 days of purchase with the original receipt, unused and in the original, unopened packaging. Returns with damaged packaging carry a 30% restocking fee, and we may refuse a return if the product or packaging is damaged or altered. No returns for products with damage or missing parts, or for clearance items and floor models.

Report shipping damage or defects within 24 hours of delivery, with photos — and if the packaging arrives damaged, photograph it before opening. Vanities carry a 1-year manufacturer defect warranty for residential installations only.

Flooring, tile and carpet are produced in dye lots, and lots differ — in shade, texture and gloss. Order enough for the whole job in one lot, plus cutting waste; a carton added later may not match, and a visible lot difference is not a defect. Screen photos and small samples are indicative only.

Inspect every carton on pickup or delivery and before installation. Claims for visible defects — colour, finish, milling, damage — must be made before the product is installed. Installation is acceptance:once a plank, tile or carpet is installed, it is accepted as to any defect that was visible, and the industry-standard remedy for hidden defects is the manufacturer's warranty, not a return.

All product warranties are the flooring brand's or manufacturer's, not Renorama's. We will help you file and document a warranty claim, but we do not decide its outcome. Manufacturer warranties commonly exclude damage from abuse, misuse, neglect, wear and tear, water and leaks, humidity and moisture, expansion and contraction, and subfloor problems.

• Keep the space at 35–50% relative humidity — outside that range most wood-product warranties are void.
• Acclimatize hardwood, engineered and laminate on site for 72 hours before installation, at those humidity levels. Acclimatization is the customer's responsibility whether or not we arrange installation.

Call (416) 661-7262 with your receipt number or online order reference before bringing anything back. We will confirm what qualifies, the restocking fee if any, and where the product goes — the showroom at 4327 Steeles Ave W, North York, ON or the original pickup point. Any outstanding balance must be paid in full before pickup, delivery or installation.

You can check an online order any time on the order tracking page.