The Boring Stuff...
At East Coast Flooring & Installations, we are committed to providing quality products, professional service, and clear expectations throughout your flooring project. The following policy is provided to help customers understand our standards regarding returns, refunds, and installation warranty coverage.
Warranties
Flooring Installations
New flooring installations performed by East Coast personnel or contractors include a 1-year warranty. This warranty applies to workmanship that is performed with new installations and are using our products. If a covered installation defect is confirmed, East Coast Flooring will provide the labor necessary, at its discretion, to repair or replace the defectively installed area. This repair or replacement is the customer’s sole remedy under the installation warranty. East Coast Flooring is not responsible for any manufactures defects or damages that occur during procurement or transit.
Warranty Exclusions
Our installation warranties do not cover damage or conditions resulting from pets, furniture, abuse, normal wear and tear, water intrusion, moisture issues, hydrostatic pressure, weather events, flooding, plumbing leaks, poor drainage, site conditions (known or unknown), mold, or acts of God. East Coast Flooring & Installations is also not responsible for natural product variations, missing tufts, shading, sprouting, soiling, pile crushing, dye-lot differences, or patterned carpet alignment. Flooring performance may also be affected by subfloor moisture and foundation conditions at any time, or other site-related issues beyond the installer's control.
Installation warranties also do not cover flooring installations where the customer is supplying their own new or old materials from another source (such as another store or manufacturer) nor if they're re-using flooring materials that have been pre-installed in the past elsewhere.
Manufacturer's Material/Product Warranties
Manufacturer's warranties vary by brand and product type, and each manufacturer sets its own coverage terms, defect criteria, claim procedures, maintenance requirements, and exclusions. In many cases, warranty coverage may depend on proper installation, approved site conditions, moisture levels, product inspection before installation, and compliance with the manufacturer’s care guidelines.
If a product-related issue arises, please get in touch with us immediately. East Coast Flooring will gladly help guide you through the manufacturer claim process and work with the manufacturer toward a resolution; however, manufacturer warranties are issued and administered solely by the manufacturer, therefore we are reliant on their input and final decision. East Coast Flooring is not responsible for any manufacturer defects, material replacements, claim determinations, or any related costs not specifically covered under our installation warranty.
Product Inspections
All flooring materials should be inspected by the client prior to installation. Variations in color, shade, texture, grain, dye lot, or natural characteristics may occur depending on the product type and manufacturing process, or possibly the wrong product was shipped. Once materials have been installed, no claims or allowances will be made for conditions that were visible or could have been identified beforehand.
Site Conditions & Additional Costs/Work
Subfloor conditions and floor preparation requirements may not be fully known until existing flooring is removed. If concealed conditions are discovered, including uneven surfaces, cracks, dips, patching issues, rotted wood, moisture, or other subfloor concerns, East Coast Flooring will review the condition with the customer and provide recommendations along with any additional costs before proceeding. Final project balances may also change if additional services, supplies, or undisclosed furniture moving are required.
Returns/Refund Policy
Due to the nature of flooring materials, custom cuts, and special-order products, all sales are final.
East Coast Flooring & Installations does not offer returns or refunds unless otherwise approved by management. Deposits placed on special-ordered merchandise (not currently in stock) are non-refundable. Customers are encouraged to confirm product selections, measurements, and project details prior to placing an order.
Other Policies
Providing Safe Work Spaces
For everyone’s safety, we kindly ask that clients, pets, children, elderly family members, or anyone not involved in the installation process remains in a safe, separate area while work is underway. Flooring projects require our team to move lots of furniture, carry heavy flooring materials, and move in and outdoors frequently. We also work with a variety of tools, sharp objects, adhesives, and other supplies or loose flooring materials that can create temporary tripping or safety hazards. Clear walkways, unobstructed work areas, and limited traffic through the project space helps us work more efficiently and safely. While we always do our best to be careful and respectful in your home, East Coast Flooring is not responsible for pets getting loose or injured, or for accidents involving other individuals or occupants who enter the work areas during installation.
Furniture / Artwork / Electronics
Before installation day, we kindly ask that furniture and personal belongings be cleared from the work areas as much as possible. Please place valuables, collectibles, décor, and fragile items in a safe location, remove artwork or wall hangings that could shift or fall due to vibrations from tools or material movement, and clear out closets where flooring will be installed, including removing any clothing or items that hang down to or touch the floor. All electronics should be unplugged, unhooked, and preferably removed from the space ahead of time. And one small but important favor: please avoid stacking everything onto the bed, since our team may need full access to the room to work safely and efficiently.
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Except as otherwise required by law, East Coast Flooring & Installations provides its installation warranty in place of other express or implied warranties, including warranties of merchantability or fitness for a particular purpose. East Coast Flooring & Installations shall not be liable for indirect, incidental, special, or consequential damages arising from the purchase, installation, or use of the products or services provided.