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CANCEL AND RETURN POLICY

ORDER CANCELLATION

At Privatefloor, we care about your satisfaction and strive to provide you with an excellent shopping experience. Therefore, we have created a cancellation policy so that you can make your purchases with complete peace of mind.

CANCELLATION PERIOD

The customer can cancel an order within 24 hours after making the payment and will be refunded the full amount of their purchase. If you wish to cancel your order after the initial 24 hours, please take note of the following conditions:

  • Cancellation when the status of your order is "In production": You will be entitled to an 80% refund of the order amount.

  • Cancellation when the status of your order is from "In transit" to "In stock": You will be entitled to a 60% refund of the order amount.

If the product has already been shipped, unfortunately, we will not be able to cancel the order.

CANCELLATION PROCESS

To cancel an order, you must do so through your customer account (My Account/Orders/click on the order number/Cancellation request). We will ensure that the order is canceled.

REFUND

In case the cancellation is accepted, the refund will be processed through the same payment method used by the customer in the original purchase. The refund will be made within a maximum of 7-30 business days after the cancellation has been accepted.

EXCEPTIONS

The following products cannot be canceled:

Made to order products (products that are manufactured or acquired specifically for a particular customer after an order has been placed. These products are not in stock and have a shipping time of 12 weeks or more).

Personalized products.

 

ORDER RETURN

At Privatefloor, we strive to provide high-quality products and meet the needs of our customers. If, for any reason, you need to return an order, we are here to assist you.

RETURN PERIOD

You can request a return within 14 days after product delivery.

RETURN CONDITIONS

For a product to be eligible for return, it must meet the following conditions:

• It must be in its original packaging and in perfect condition.

• It must not have been used.

• It must not have any damages.

• It must include all original parts and accessories.

SHIPPING COSTS

If you decide to make a return, you will be responsible for the shipping costs.

RETURN PROCESS

To request a return, you must contact us through your customer account (My Account/Returns/New return). You will be provided with a return number and a shipping address. Once we receive and verify the product in our warehouse, we will proceed with the refund. The customer must send the package with a transportation company that can provide a tracking number.

REFUND

In case the return is accepted, the refund will be processed through the same payment method used by the customer in the original purchase. The refund will be made within a maximum of 7-30 business days after the product has been verified in our warehouse.

EXCEPTIONS

The following products cannot be returned unless the delivered product is defective or there was an error in the shipment:

Made to order products (products that are manufactured or acquired specifically for a particular customer after an order has been placed. These products are not in stock and have a shipping time of 12 weeks or more).

Personalized products.

We hope that this cancellation and return policy provides you with the necessary security and peace of mind to make your purchases at Privatefloor. If you have any questions or inquiries, please do not hesitate to contact us through our customer service email.

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