Return and Refund Policy – Online Purchases

Return request

Any return request must be made within 30 days of receipt of the product. Any return request must be made in store Monday to Friday between 9 a.m. and 5:30 p.m. (ET) or by email at

Non-refundable products

Some products are non-refundable, such as all final sale products where no returns will be allowed. All mats or roll vinyl are also non-refundable being special orders and custom cut products.

Specifications of the policy according to the types of products

For solid wood, engineered wood, floating wood and laminate: the return must be a minimum of 3 full boxes, unopened and in their original packaging. Shipping costs may apply depending on the supplier.

For sending samples

During the pandemic period, the sending of samples could be slower than normal due to the large number of packages and the constraints that our carriers are currently experiencing. However, we would like to assure you that maximum efforts are made to clean and disinfect the samples and packaging that will be sent to you. The costs of $ 5 per sample will be reimbursed on any purchase related to their shipment.

For made-to-order rugs: a return fee of 25% before taxes will apply.

For ceramics and heating wires: a return fee of 20% before taxes will apply. The return must be a minimum of 3 full, unopened boxes in their original packaging.

For all types of carpet tiles and vinyl slats: a return fee of 20% before taxes will apply. The return must be a minimum of 3 full, unopened boxes in their original packaging. Transportation costs will also be applicable according to supplier policies.

Other information

Before any preparation of sending an order, Emard Couvre-Planchers inc. will make sure to follow up by telephone in order to validate the products ordered, the accuracy of the measurements and quantities, the delivery address as well as other important details for the smooth running of your customer experience.

Emard Couvre-Planchers inc. accepts no liability for damages or costs arising from any delay in delivery, no guarantee is offered as to delivery times.

Emard Couvre-Planchers inc. releases itself from any responsibility with regard to possible errors in taking measurements made by the customer. To ensure you have the right quantities, we suggest using our measuring service available in store.

Unless otherwise noted, product prices shown do not include shipping and handling charges or applicable federal or state sales taxes. Shipping and handling charges and taxes will be stated separately in the order confirmation for each order, as applicable.

Orders and deliveries to isolated or remote areas may be subject to review by our customer service. Additional shipping charges may apply to deliveries to rural, isolated or remote areas, at the sole discretion of Emard Couvre-Planchers inc. which reserves the right to cancel or modify an order at any time. If applicable, the customer will be notified by telephone or email as soon as possible.