Refund policy

Free return up to 30 days after receipt

You have 30 days from the date of delivery to return your order without giving any reason. If your purchase was made more than 30 days ago, we're sure we can find a solution.

To exercise your right of cancellation, simply send us an email at info@floor-family.com.

If you cancel your purchase, we must refund all payments we have received from you, including the delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we received the notification of your cancellation of the purchase. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment. We can refuse the repayment until we have received the product(s) back or until you have provided proof that you have returned the product(s), whichever is the earlier.

We will bear the cost of returning the goods which have been delivered by parcel post (DHL).

You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the condition, properties and functioning of the goods.

Revocation

To exercise your right of withdrawal, please contact us at the following address

Floor Family GmbH
Erlerstraße 17
6020 Innsbruck
Austria

info@floor-family.com

by means of a clear declaration (e.g. a letter sent by post or an e-mail) of your decision to revoke this purchase contract. You can use a model withdrawal form for this purpose, which is, however, not mandatory. To comply with the cancellation period, it is sufficient for you to send the notification of the exercise of the right of cancellation before the end of the cancellation period.

Return labels

Without prejudice to your legal rights, you will be provided with free return labels for your parcel (DHL) return. The return label will be provided to you by email and you will be able to return the item free of charge.

Simply drop off the return shipment at a DHL partner near you free of charge. That's it.

The return shipment for shipping goods (large items such as tables, chairs, etc.) must be checked individually and unfortunately cannot be guaranteed free of charge.

Damaged goods

Bitte melde ich umgehend bei uns, sollte es bei der Lieferung einmal zu Beschädigungen deiner Bestellung gekommen sein. Bitte schreibe dazu einfach eine kurze Mail an info@floor-family.com wir helfen dir dann schnell und unbürokratisch weiter. Versprochen.


Exchange

Please contact us immediately if there is any damage to your order during delivery. Please send a short e-mail to info@floor-family.com and we will help you quickly and unbureaucratically. Promised.


Refunds

Once we have received and checked your return, we will send you an email to inform you that we have received the item you have returned. We will also inform you of the approval or rejection of your refund.If your refund is approved, it will be processed.

Once your refund has been approved, it will be processed and after a few days we will usually automatically issue a credit to the payment method you selected at the time of purchase.


Thank you for your trust and we look forward to your next order. Your Floor Family Team