Effective Date: 01/06/2026
At Plankor, we are committed to providing quality flooring products and a positive customer experience. Due to the nature of flooring products, freight shipping, and inventory management, the following return and refund policy applies to all purchases.
By placing an order with Plankor, you acknowledge and agree to the terms outlined below.
1. Return Eligibility
Most standard stocked products may be eligible for return within thirty (30) days of delivery, subject to the conditions outlined in this policy.
To qualify for return:
- Products must be returned within 30 days of delivery.
- Products must be unopened, unused, and in their original packaging.
- Packaging must remain intact and suitable for resale.
- Products must be in resalable condition.
- Proof of purchase is required.
- Return authorization must be obtained from Plankor prior to shipment.
Products returned after 30 days from the date of delivery will not be accepted.
2. Partial Pallet Returns
Partial pallet returns are accepted provided that:
- All cartons remain unopened.
- All cartons are undamaged.
- Products remain in original packaging.
- Products are suitable for resale.
3. Non-Returnable Products
The following items are not eligible for return:
- Opened flooring cartons
- Installed products
- Products damaged after delivery
- Custom-order products
- Special-order products
- Clearance items
- Final sale products
- Discontinued products
- Product samples
Once a flooring product has been installed, it is deemed accepted and is no longer eligible for return or exchange.
4. Return Authorization
Customers must contact Plankor and obtain a Return Authorization (RA) before returning any product.
Return requests should include:
- Customer name
- Order number
- Product details
- Quantity being returned
- Reason for return
Returns shipped without prior authorization may be refused.
5. Restocking Fees
Approved returns are subject to restocking fees.
- Returns with a value of up to CAD $500 may be subject to a 15% restocking fee.
- Returns with a value exceeding CAD $500 may be subject to a 25% restocking fee.
Restocking fees help cover inspection, handling, inventory processing, repackaging, and administrative costs.
The applicable restocking fee will be confirmed during the return authorization process.
6. Return Shipping
For customer-initiated returns, including change-of-mind purchases, over-ordering, or incorrect quantity selection:
- Customers are responsible for all return shipping costs.
- Customers assume responsibility for returned products until they are received and inspected by Plankor.
For returns resulting from an error by Plankor, including shipment of incorrect products:
- Plankor will arrange or reimburse reasonable return transportation costs.
7. Delivery Inspection Requirements
Customers must inspect products immediately upon delivery.
Any visible freight damage, shortages, or packaging concerns must be:
- Noted on the carrier’s delivery receipt at the time of delivery; and
- Reported to Plankor within 48 hours of delivery.
Failure to note damage on the delivery receipt and report it within 48 hours may result in the claim being denied by the carrier and/or Plankor.
Photographs of the product, packaging, pallet condition, and shipping documentation may be required.
8. Product Appearance and Shade Variation
Flooring products may vary slightly from samples, marketing materials, photography, and digital displays.
Natural variation in color, texture, grain pattern, embossing, and finish is normal and does not constitute a manufacturing defect.
Customers are encouraged to review samples and inspect products before installation.
9. Inspection Prior to Installation
Customers and installers must inspect all flooring products prior to installation.
Do not install any product that appears:
- Damaged
- Defective
- Incorrect
- Inconsistent with the ordered material
Installation of any flooring product constitutes acceptance of the product’s:
- Color
- Finish
- Texture
- Dimensions
- Condition
Claims relating to visible defects or product discrepancies identified after installation may not be accepted.
10. Refund Processing
Approved refunds will be issued to the original payment method used for purchase.
Refunds are typically processed within 5–10 business days following receipt and inspection of returned products.
Shipping charges, freight charges, delivery fees, and return transportation costs are generally non-refundable unless the return is the result of an error by Plankor.
11. Material Overage Recommendation
Plankor recommends purchasing an additional 5–10% material allowance to account for:
- Cutting waste
- Installation waste
- Future repairs
- Replacement material
Unused overage material may be eligible for return if it satisfies all conditions outlined in this policy.
12. Contact Information
For return requests or questions regarding this policy, please contact:
Plankor Flooring INC
Email: info@plankor.ca
Website: https://plankor.ca