Refund policy

What happens when something is wrong with an order. Trade quantities are not returned because someone changed their mind, so this page is mostly about defects, damage and our own mistakes.

Material that does not meet specification

If a roll does not meet the specification it was sold to, we replace it or credit it. Send photographs, the lot number from the roll label and the invoice number. Keep the material until the claim is settled — we may need it tested.

Shipping damage and shortage

Handled as a freight claim. Note it on the delivery receipt before you sign, then report it within 3 business days for visible damage or 5 business days for concealed damage. The detail is in our Shipping and delivery policy, and it is worth reading before your first delivery arrives.

Wrong item shipped

Our error, our freight. We collect the wrong material and ship the right material.

Change of mind

Unopened, undamaged full pallets in the original wrap may be returned within 30 days of delivery, with prior written authorisation. We issue a return authorisation number and the return address with it — material sent back without one cannot be accepted, because our warehouse will not know what it is.

Return freight is the buyer’s responsibility and a 20% restocking charge applies. On our side that covers the inbound freight, the inspection and the re-wrapping; on yours it is the reason to check the quantity against the coverage figures before ordering rather than after.

Not returnable: opened rolls, cut lengths, and custom or private-label material.

Refunds

Once the return is received and inspected we confirm the outcome in writing and credit the account or refund the original payment method.

Questions

sale@flarmor.com · +1 804 461 3495