15-Day Return Policy
At Dianna Floors & Countertops LLC, we understand the importance of choosing the right products for your project. Eligible merchandise may be returned within 15 days of purchase with the original sales receipt, subject to the conditions below.
Dianna Floors & Countertops LLC reserves the right to approve, limit, or deny any return or exchange.
Eligible Returns
To qualify for a return:
- Merchandise must be unused, undamaged, and in resalable condition.
- Merchandise must be unopened and in its original packaging.
- Products sold by the carton, box, bundle, slab, or other packaged quantity must be returned in that same quantity.
- The original receipt or other acceptable proof of purchase is required.
Approved returns made within 15 days will be refunded using the original payment method. Products eligible for return may require a restocking fee. Fees vary depending
on manufacture requirements and approval.
Returns After 15 Days or Without a Receipt
Returns requested after 15 days or without an original receipt may be accepted at the sole discretion of Dianna Floors & Countertops LLC.
If approved, the refund may be based on the product’s lowest recent selling price and issued as store credit. A valid government-issued photo ID may be required.
Original Packaging Requirements
All returned merchandise must be unopened and in its original packaging.
Products purchased by the box, carton, bundle, or package must be returned as a complete, unopened package. Individual pieces cannot be returned unless they were specifically sold and identified as samples on the original receipt.
Installed or Altered Products
Products that have been installed, cut, altered, used, damaged, or otherwise modified cannot be returned or exchanged.
Customers and installers are responsible for inspecting all materials before cutting or installation, including the product’s:
- Type, color, shade, pattern, and finish
- Size, quantity, and measurements
- Model, style, and specifications
- Overall condition and visible quality
Do not install a product if it appears incorrect, damaged, or defective. Cutting, modifying, or installing a product constitutes acceptance of the merchandise.
Once installed, flooring, countertops, or other materials become the responsibility of the customer and installer and cannot be returned or exchanged.
Dianna Floors & Countertops LLC is not responsible for labor costs, removal expenses, reinstallation charges, property damage, lost time, or other incidental expenses involving products installed before a visible issue was reported.
Nonreturnable Products
The following products are nonreturnable and nonrefundable:
- Installed, cut, altered, used, or damaged merchandise
- Opened cartons or incomplete packages
- Clearance, discontinued, final-sale, or remnant products
- Custom-fabricated countertops
- Custom-cut or specially modified materials
- Custom or made-to-order cabinets
- Special-order products identified as nonreturnable
- Materials damaged because of improper transportation, storage, handling, or installation
Special Orders
Special orders may be canceled without penalty only if cancellation is received before the merchandise enters production or is shipped by the manufacturer or supplier.
Once production or shipping begins:
- The order may become noncancelable and nonrefundable.
- The customer is responsible for applicable shipping, return-shipping, restocking, cancellation, and handling charges.
- Any return is subject to the manufacturer’s or supplier’s return policy and approval.
Special-order deposits may become nonrefundable once Dianna Floors & Countertops LLC confirms the order with the manufacturer or supplier.
Custom Countertops and Fabricated Products
Custom countertops and other fabricated products are manufactured specifically for each customer’s project. These products are noncancelable and nonrefundable once measurements are approved, materials are ordered, or fabrication begins.
Natural stone may contain variations in color, pattern, veining, texture, thickness, fissures, and other natural characteristics. These variations are part of the material’s appearance and are not necessarily defects.
Customers are responsible for reviewing and approving measurements, drawings, material selections, seam locations, edge profiles, sink details, and other specifications before fabrication begins.
Damaged, Defective, or Incorrect Products
Damage, shortages, defects, or incorrect products must be reported to Dianna Floors & Countertops LLC immediately upon pickup or delivery and before installation.
Customers should retain all original packaging and provide:
- The receipt or order number
- Photographs of the product and packaging
- A description of the issue
- The quantity affected
Dianna Floors & Countertops LLC will review the claim and determine whether repair, replacement, exchange, or another appropriate remedy is available.
Do not install, alter, discard, or return damaged or incorrect merchandise before receiving instructions from Dianna Floors & Countertops LLC.
Deliveries and Shipments
Customers are responsible for inspecting products immediately upon delivery. Visible damage, missing merchandise, or incorrect products should be noted on the delivery paperwork and reported immediately.
If a delivery or shipment is refused without prior authorization, the customer may be responsible for outgoing freight, return freight, storage, redelivery, and other related charges.
Refund Processing
Approved refunds will generally be issued using the original payment method.
Refunds involving cash, checks, financing, or high-value transactions may be issued by company check and may require additional processing time.
Original delivery, shipping, measurement, design, fabrication, and installation charges are nonrefundable unless otherwise required by law.
Contact Information
To request return authorization or assistance, please contact us before returning merchandise:
Dianna Floors & Countertops LLC
Phone: 469-418-7324
Email: dianna@diannafc.com
Address: 1420 Valwood Parkway Suite 110, Carrallton, Texas 75006
This return policy is subject to applicable laws. Dianna Floors & Countertops LLC reserves the right to verify purchases and approve, limit, or deny returns when permitted by law.