To initiate the return process, please contact us at the following address: vente@lartisanduplancher.com.

• Provide your order number;
• Specify the number(s) of the item(s) you wish to return;
• Attach photos of all items to be returned.

Conditions for Returns and Order Cancellations:

1. The return request must be submitted within a maximum of 30 days following the delivery date.
2. Products must be returned in their original packaging and in the same condition as when received. They must not have been used, modified, installed, or damaged in any way.
3. The refund guarantee does not apply to clearance items or special orders.
4. Once the returned items are received and the above conditions verified, the refund will be processed after deducting applicable fees.
5. No return request will be accepted without photos attesting to the condition of the items.
6. Your order must be returned in its entirety. All items of the received order must be returned. No partial refund will be made for flooring products or pallet orders.

Return fees:

For flooring orders, a restocking fee of 20% of the pre-tax item price, as well as shipping costs associated with the return, will be deducted from the total refund amount. The pickup and transport of the order will be organized by L’Artisan du plancher and its service providers. A quote for the fees will be provided at the time of estimating the return cost.

Cancellation Fees:

All order cancellation requests must be submitted in writing and are subject to approval. Should an order be canceled after confirmation, an administrative fee equivalent to 3% of the total transaction amount will be withheld. These fees cover payment processing costs and are non-refundable. If materials have been ordered, custom-made, or already delivered, additional charges may apply.

No refunds will be granted for special or customized orders.

Refunds, if applicable, will be issued via the original payment method within a reasonable timeframe following the approval of the cancellation request.