Refund Policy

Last updated: January 2025

At FLOORSUPPLY, we are committed to customer satisfaction. This Refund Policy outlines the conditions under which we accept returns, exchanges, and provide refunds for products purchased through our website or direct sales channels.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

The request must be made within 30 days of delivery date
The item must be in new, unused condition with original packaging
The item must not be a custom, OEM, or special-order product
Consumable products (diamond tools, polishing pads, chemicals) are non-returnable once opened
Proof of purchase (order confirmation or invoice) is required

Non-Returnable Items

The following items are not eligible for return or refund:

Custom-made or OEM/ODM products
Consumable items that have been opened or used (diamond blades, pads, chemicals)
Clearance or sale items
Items damaged due to misuse, improper installation, or normal wear and tear
Products not purchased directly from GRINDPRO

Return Process

Contact Us — Email info@grindpro.com with your order number, reason for return, and photos of the product and packaging
Receive Approval — Our team will review your request and provide return authorization and shipping instructions
Ship the Item Back — Return the item in its original packaging, properly insured. Return shipping costs are the responsibility of the buyer unless the return is due to our error
Inspection & Refund — Upon receipt and inspection, we will process your refund or exchange within 5-7 business days

Refunds

Approved refunds will be issued to the original payment method
Refunds include the product price only — original shipping costs are non-refundable
Return shipping costs are the responsibility of the buyer unless the return is due to our error (wrong item shipped, defective product confirmed by us)
Bank processing time for refunds may vary (typically 5-15 business days for international transfers)

Damaged or Defective Items

If you receive a damaged or defective product:

Contact us within 7 days of delivery
Provide photos of the damaged product and original packaging
Retain all packaging materials for potential carrier inspection
We will arrange replacement, repair, or refund at our discretion

For shipping damage claims, we may require you to file a claim with the carrier. We will assist you with the claims process.

Exchanges

If you need to exchange a product for a different model or specification, please contact our sales team. Exchanges are subject to product availability and may be treated as a return plus new order. Any price difference will be adjusted accordingly.

Custom & OEM Orders

Custom, OEM, and made-to-order products are generally non-cancellable and non-returnable once production begins. If there is a manufacturing defect or the product does not match agreed specifications, we will work with you to resolve the issue through repair, replacement, or partial refund on a case-by-case basis.

Warranty Claims

For warranty claims on equipment (covered under our 12-month warranty), please refer to the warranty section of our Terms of Service or contact our technical support team. Warranty claims are handled separately from standard returns.