Refund policy

Thanks for shopping at Floorbit. We want to make sure you have a rewarding experience while you’re exploring, evaluating, and purchasing our products, whether you’re at Floorbit Online or on the phone with Floorbit Customer Service. (To make it visually easier on both of us, we’ll refer to these entities as the “Floorbit Store” in this policy.)

As with any shopping experience, there are terms and conditions that apply to transactions at a Floorbit Store. Please note that by placing an order with the Floorbit Store, you agree to the terms set forth below along with Floorbit’s Privacy Policy and Website Terms of Service.

Standard Return Policy

All products purchased at Floorbit Store cannot be returned or exchanged under these Terms. Exceptions for return will be allowed for defective products only. If you believe that your product is defective, please call Floorbit Store Customer Service at 012-851 1678. If Floorbit determines, in its sole discretion, that the product is defective, you will be eligible to return your product. Floorbit reserves the right to test your defective products.

To send back a product eligible for return, simply follow the instruction of Floorbit Store Customer Service and send back your product with the original receipt and original packaging within 15 days of the date you receive the product.

Please note the following:

• Eligible products can be returned only in the country or region in which they were originally purchased.

Order Receipt

Information contained at the Floorbit Store constitutes an invitation to treat. No such information constitutes an offer by us to supply any products. By placing an order, you make an offer to us to purchase the products you have selected on these terms and conditions. We may or may not accept your offer at our discretion. Once we receive your order, we’ll provide you with an email order confirmation. Your receipt of an order confirmation, however, does not signify Floorbit’s acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we received your order. The decision to accept your order is in our sole discretion. Because we want to make sure that we have your product available, we won’t accept your order until we have prepared your product for shipping. In most cases this will be within twenty-four hours for items that are in stock. Floorbit may, in its sole discretion, refuse or cancel any order and limit order quantity. Floorbit may require additional qualifying information prior to accepting or processing any order.

Shipping & Delivery

Please review the Shipping page to learn about how and when you will receive the products you purchased from the Floorbit Store. Since the actual delivery of your order can be impacted by many events beyond Floorbit’s control once it leaves our facilities, Floorbit cannot be held liable for late deliveries. Payment processing will not begin until we receive all the information we need and full payment. Floorbit must receive your payment within 10 calendar days or your order will be cancelled.

Signature is required for all deliveries. In the event of an unsuccessful delivery, a calling card will be left to inform you to contact the courier to arrange a more convenient delivery day. We will send you an email after three delivery attempts requesting you to contact us within three days to arrange for re-delivery. If we do not hear from you within three days to arrange for re-delivery or if re-delivery is still unsuccessful, the relevant products of your order will be considered as cancelled and you will be subject to a 15% restocking fee. Delivery to a PO Box is not permitted for security reasons. You will be subject to a 15% restocking fee if you request to cancel your order after the order is being prepared for shipment or shipped out. We cannot guarantee to suspend the shipment of such order, and it is your obligation to reject the delivery if it arrives at the shipment address as stated on your order. If the delivery is accepted, you will not be able to return it unless the product is defective. We will make the refund for such cancelled orders based upon the original payment method after deducting the restocking fee. Please note that we will only remit refunds to a bank account where the name of the bank account holder matches the payor's name/information. 

As Floorbit takes care of the dispatch of the products you purchase on the Floorbit Store, the risk of loss of, or damage to, product(s) shall pass to you when you, or a person designated by you, acquires physical possession of the product(s). Title in the product(s) shall pass to you when the product(s) is picked up by the carrier from our warehouse. At this point, you will receive the Shipment Confirmation Email. If there are any issues with delivery, please contact Floorbit to resolve. 

In-Store Pickup

Floorbit offers in-store pickup for many of the items available on the Online Store. Certain products and payment methods, however, may not qualify for in-store pickup. Only you may pick up the item(s) purchased. A government-issued photo ID and other required documents as stated on the emails sent to you will be required for pickup. Floorbit will notify you when your order is ready and the date by which you need to pick up your items, and we will apply a 15% restocking fee if the order is cancelled or not picked up by the date. We’ll also send you a reminder or two, just in case it slips your mind. Please visit Shipping Information page for complete details about in-store pickup.

Shopping outside Malaysia

If you would like to purchase Floorbit products from outside Malaysia, please call/WhatsApp Floorbit Customer Service at 012-851 1678.

Product Availability and Limitations

Given the popularity and/or supply constraints of some of our products, Floorbit may have to limit the number of products available for purchase. Floorbit reserves the right to change quantities available for purchase at any time, even after you place an order. Furthermore, there may be occasions when Floorbit confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered, Floorbit will cancel the order and refund your purchase price in full.

Floorbit Limited Manufacturer Warranty

Floorbit provides a limited manufacturer warranty against defects in materials and workmanship for any new Floorbit branded flooring product. The applicable warranty terms and conditions can be reviewed at https://www.floorbit.com/pages/floorbit-limited-warranty. 

Damages and Issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 calendar days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 calendar days have passed since we’ve approved your return, please contact us at ecommerce@floorbit.com.