GoHaus 45-day Return Policy & Satisfaction Guarantee

At GoHaus, we are committed to delivering the highest quality products, and providing the best sampling and shopping experience. We are confident you will love your floors. In the unlikely event of product defects, our industry-leading warranties provide you full coverage (please refer to the specific warranty for your floor).

If you receive your order and decide that you don’t want the product for any reason, it is eligible to be returned. If the product is flooring material, we will arrange to have the product picked-up and returned to us. If returned within 45 days, you will receive a complete refund on your flooring, minus the full cost to ship the product back. All products must be unused upon return.

NOTE: At the time of purchase, all flooring purchases will have received a discounted flat-rate priority shipping charge, which is not the actual cost of shipping. For your return, you may use your own shipping provider, or we can arrange return shipping using our rates. Please see our table below for our shipping rates.

To qualify for this money back guarantee, you must meet the following conditions:

  • Flooring cannot be installed, cut, damaged, opened, repackaged, or altered in any way.
  • Flooring must have been properly stored in normal living conditions, between 65° - 85°F. For wood flooring, moisture levels (as specified in installation guidelines) must be maintained.
  • GoHaus does not accept returns on moldings or trim.

NOTE: Original shipping and delivery charges are NOT refundable under any circumstances. All returns must be first authorized by GoHaus.

Schedule a Return

  • Call us at 1-844-334-2877 and ask to speak to a customer service representative.
  • A Return Authorization (RA) will be issued to you.
  • You will need to confirm the return by email prior to a pick-up being scheduled.
  • You will receive detailed instructions on how to re-package and prepare your pallet.
  • Refunds are processed within 10-14 days of the acceptable receipt of goods. It is the customer’s responsibility to ensure that the shipment is palletized and secured prior to return shipping.
  • Please package returns carefully so they arrive in original condition.

Please note that damages and manufacturing claims are not covered by this return policy. Manufacturing defects are covered by our warranties, which vary by product. For shipping damage, it is the customer’s responsibility to carefully inspect all products before receiving them and installing them. Read our article on how to receive shipments for more details. 

Shipping Rates

Weight RangeShipping Cost
Under 150 lbs UPS Ground Rates
150 to 300 lbs $1.48 / lb
301 to 500 lbs $0.77 / lb
501 to 700 lbs $0.48 / lb
701 to 999 lbs $0.35 / lb
1,000 lbs + $0.28 / lb

 

Cancellation Policy

In the event that you need to cancel your order (however, we hope you never have to), the order will incur a 5% restocking fee when cancelled after 24 hours of purchase. Orders cancelled within 24 hours of when the order was placed will be restocked with no fee.

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