Returns Policy

At Orion Flooring, we want you to be confident in every tile, slab, and plank you buy from us. Because flooring is a batch-produced, often made-to-order product, our return terms differ from a typical retail store. Please read this policy before placing your order.

Return Period

Most unused, uninstalled merchandise may be returned within 30 days of the purchase date or the delivery date, whichever is later. Your original receipt, order confirmation, or invoice number must accompany returns.

To be accepted, returned merchandise must be:

In its original, unopened packaging
Free of damage, staining, cutting, drilling, or adhesive residue
In full, unbroken cartons or on the original pallet
Accompanied by proof of purchase

Non-Returnable Items

The following are final sale and cannot be returned or exchanged:

Custom-cut, fabricated, or made-to-order slabs and countertops
Special-order items not normally stocked in our showrooms
Clearance, closeout, and sale-tagged merchandise
Opened or partially used adhesives, grouts, mortars, sealers, and other wet goods
Any material that has been installed, cut, altered, or modified in any way
Gift cards
Delivery, freight, fabrication, and installation service charges

Installation is considered acceptance of the material. Once a tile or plank has been cut or set, we are unable to accept it back.

This section does not apply to merchandise that is damaged or defective. Damaged and defective goods are handled under our Damages Policy and the applicable manufacturer warranty, and nothing in this policy limits your rights under California law for goods that are not as described or not fit for their ordinary purpose.

Restocking Fees

Returns of standard stocked merchandise made within the return window are refunded in full, with no restocking fee.

A restocking fee of up to 25% may apply to:

Returns accepted after the standard 30-day window as a courtesy
Special-order items we agree to take back as a courtesy

Any restocking fee will be disclosed to you before you complete the return, and will never be applied to merchandise that arrived damaged, was shipped in error, or is defective.

Product Variation

Porcelain, ceramic, marble, quartzite, granite, and other natural stone products vary in shade, veining, texture, and tone from piece to piece and from production run to production run. This is an inherent characteristic of the material rather than a manufacturing defect.

Samples, showroom displays, photographs, and website images are representative only. We strongly recommend viewing full-size material in person at one of our showrooms before ordering.

Recommended Overage

Industry practice is to purchase 10–15% more material than your measured square footage to allow for cuts, waste, pattern layout, and future repairs. We cannot guarantee that additional material from the same production batch will be available later, and later batches may not match your original shade lot.

Return Procedure

Contact us at (714) 936-6549 (Anaheim) or (760) 956-2646 (Hesperia), or through our Contact page, with your order number.
Our team will confirm whether your items are eligible and issue a return authorization.
Bring the merchandise to the Orion Flooring showroom where the order was placed Anaheim, Hesperia, or Rialto- or arrange a return pickup.

Returns brought to a showroom without prior authorization may be refused.

Return Shipping Costs

In-showroom returns: no charge.
Return pickup or freight: the customer is responsible for return transportation costs, and original delivery and freight charges are not refunded.
Our error or damaged goods: if we shipped the wrong item, or the merchandise arrived damaged or defective, Orion Flooring pays return transportation and refunds the original delivery charge.

Refund Processing

Approved refunds are issued to the original method of payment.

Credit and debit cards: typically 5–10 business days to appear on your statement, depending on your bank.
Cash and check purchases: may be refunded by check, which can take up to 14 business days to issue.
Financed purchases: credited back to the financing account under the lender’s terms.

Purchases made without a receipt may be eligible for store credit only, at the current selling price, at our discretion.

Special Orders and Deposits

Special-order merchandise requires a deposit at the time of order, because these items are produced or imported specifically for you.

Cancellations requested before we transmit the order to the supplier are refunded in full.
Once the order has been placed with the supplier, we may retain from your deposit an amount equal to the costs we have actually incurred and cannot recover — supplier charges, restocking, freight, and cancellation fees. Any remaining balance is refunded to you.

We will provide a written breakdown of any amount retained.

Damaged and Defective Merchandise

If your material arrives damaged, or you believe it is defective, do not install it. See our Damages Policy for reporting deadlines and instructions. Defect claims are handled separately from standard returns and are subject to manufacturer warranty terms.

Installation Services

If Orion Flooring performed your installation, labor and service charges are not refundable, but workmanship concerns are addressed under our installation warranty and your written installation contract. Contact your project coordinator to open a service request.

California Consumer Rights

This policy is posted on our website and displayed in each showroom as required by California Civil Code § 1723. Nothing in this policy waives or limits any right you have under California law, including the Song-Beverly Consumer Warranty Act.

Contact Information

Orion Flooring Anaheim: 1301 S State College Blvd #B, Anaheim, CA 92806 (714) 936-6549 Hesperia: 11908 Mariposa Rd #3, Hesperia, CA 92345 (760) 956-2646 Rialto: 363 W Valley Blvd, Rialto, CA 92376 Web: orionflooring.com

Orion Flooring may update this Returns Policy at any time. The policy in effect on your purchase date governs your order.