Return and Refund Policy

Genix Flooring is responsible only for the quantities and sizes provided in this quote. The customer is responsible for verifying that the quoted materials match the project specifications, sizes, and required quantities.

Orders cannot be canceled once they have been shipped. If cancellation is requested after shipment, it will be subject to a 30% restocking fee, and shipping charges are non-refundable.

Upon delivery, the customer is responsible for inspecting and signing for the order. Any claims for damage or shortages must be filed with the trucking company at the time of delivery.

If the customer wishes to return a product after delivery, they must notify Genix Flooring via email within 2 business days from the delivery date. If Genix Flooring is not notified within this period, we will be unable to process the return request.

Refunds will be issued within 2–3 business days after the material has been received, inspected, and approved by the manufacturer. Returned orders must include the full quantity originally purchased and remain in the original packaging. Products that have been installed, cut, or altered cannot be returned or exchanged, as installation constitutes acceptance of the materials received.

The customer is responsible for:

  • A 30% restocking fee
  • Shipping charges to and from the warehouse

In the case of damaged products, a refund will only be issued once the claim has been approved by the manufacturer. A credit, excluding shipping and taxes, will be applied to the original payment method after the material has been received, inspected, and approved.

The customer must notify customer service no later than 2 business days after receiving the merchandise and provide the following information:

  • Order number
  • Type of issue (breakage, defect, shortage, or incorrect product)
  • Item affected
  • Quantity affected
  • Clear photos showing the issue
  • Confirmation that the product has not been cut or installed

Delivery may be contactless and products may be dropped off at the customer’s residence or business location.

Custom and special orders cannot be canceled or returned. All custom/special order sales are final.

No refund will be issued until the material has been received, inspected, and approved by the manufacturer.

Warehouse Return Address:
8401 Mason Ave, Morton Grove, IL 60053

Customers must initiate return requests via phone or email. We will respond within 24 hours.

24/7 Customer Support:
+1 (217) 208-5450

Email:
support@genixflooring.com

Head Office:
1820 Shiloh Rd, Ste 1501, Tyler, TX 75703, USA

Branch 1:
9314 Forest Hill Blvd, Suite 931, Wellington, FL 33411, USA

Branch 2:
6600 N Lincoln Ave, Suite 310, Lincolnwood, IL 60077, USA

Warehouse:
1321 Upland Dr, PMB 7269, Houston, TX 77043, USA