Return Policy

We pride ourselves in providing the best experience for our customers. If you are looking to return or exchange your order for whatever reason, we’re here to help!  Returns or exchanges are permitted based on the requirements set by this Return Policy. You can return your product for store credit, a different product, or a refund to the original payment method.  References in this website to “we”, “our”, “us”, or the “Company” means Catalopiso.

Refund Policy

Refunds

  • Refund requests must be made within 30 days of the original purchase.
  • There shall be a 25% restocking fee plus freight charges for returning the product back to the original manufacturer.

No Refund

  • There shall be no refund if the original packaging of the item is broken, damaged, or is unsellable.
  • All special orders or non-stocked products, as well as, cut orders will not be able to be returned unless deemed faulty materials.
  • Any refund request for a product already installed will be deemed a request due to faulty materials.
  • Below is our policy on a return request due to faulty materials.

Faulty Materials

If the product has not been installed:

  • Report the issue as soon as it is discovered through our contact forms provided on this website. (Click Here!)
  • Before completing the form, make sure that you document the issue with photographs and/or video to demonstrate your concerns.

If the product has been installed.

  • Report the issue as soon as it is discovered through our contact forms provided on this website. (Click Here!)
  • Before completing the form, make sure that you document the issue with photographs and/or video to demonstrate your concerns.

Inspection of your Installation:

If the product has been installed, we will then schedule a manufacturer’s representative to inspect your installation.

  • If the manufacturer approves the claim, additional information for a refund will be provided.  Please note that a manufacturer’s approval of the claim may or may not include the cost of labor to replace the floor.
  • If the manufacturer denies the claim, you can request and pay for a certified inspection.  We will assist in locating a certified inspector and scheduling the inspection.  Payment for the inspection will need to be made prior to scheduling.

Results of the Inspection:

After the inspection, we will determine the refund decision based on the inspector’s report.

Faulty Product. If the inspector finds fault with the product, we will present the finding to the manufacturer to request a proper resolution.

Installation Failure. If the inspector finds fault with the installation, the customer will present the findings to the installation provider for a resolution.  The Company, the manufacturer, and its subsidiaries, are not liable for any fault in installation.

No issue. If the inspector finds no issue, we will not be able to offer a refund.