Returns & Refund Policy

Effective September 3, 2026

We want you to order with confidence. If you bought more material than the job needed, bring the unopened cartons back within 30 days and we will refund them in full — no restocking fee.

1. Standard return window

You may return eligible material within 30 calendar days of pickup or delivery. Rios International LLC d/b/a Rios Floor (“Rios Floor”) does not charge a restocking fee on eligible returns.

2. What we accept

• Factory-sealed cartons only. Cartons must be unopened, undamaged, dry, and in resalable condition, with the original labels and lot numbers legible.
• Proof of purchase. Invoice or order number.
• Current stock items. The product must still be part of our regular in-stock program at the time of return.

Partial cartons, opened cartons, and cartons that have been stored outdoors, wet, crushed or relabeled cannot be resold and are not eligible.

3. What is final sale

• Special and custom orders — anything ordered from the mill specifically for you, including containers, non-stock colors and non-stock formats.
• Material that has been cut, trimmed, altered or installed.
• Clearance, closeout and discontinued lots identified as final sale on the quote or invoice.
• Samples, accessories, trims, adhesives and underlayment once opened.

4. Deposits on special orders

Deposits on special and container orders are refundable until we place the order with the mill. Once the order is placed, the deposit is non-refundable because the goods are produced or allocated for you.

5. How to start a return

1. Email rios@riosfloor.com or call (321) 200-3295 with your invoice number, the item, and the number of cartons.
2. We confirm eligibility and give you a return authorization.
3. Bring the material to 3320 Vineland Rd, Suite A, Orlando, FL 32811 during business hours, or arrange transportation.
4. We inspect the cartons on arrival and issue the refund.

Returns arriving without a return authorization may be refused.

6. Return transportation

Return transportation is the buyer’s responsibility. Returns to our Orlando warehouse are free of charge to receive. If you ask us to collect the material, we will quote the pickup or freight cost and deduct it from the refund. Material damaged in transit back to us is not eligible.

7. Refunds

Paid by	Refunded to	Timing after inspection
Credit or debit card	Original card	5–10 business days
ACH, check or wire	Company check or ACH	Up to 10 business days
Cash	Company check	Up to 10 business days

Refunds cover the price paid for the material. Delivery, freight and handling charges already incurred are not refunded. Sales tax is refunded with the material.

8. Damage, shortage and freight claims

Showroom pickup

Inspect and count your material before loading. Title and risk of loss pass to you when the material leaves our dock.

Local delivery

Count the cartons and inspect for visible damage before signing the delivery receipt. Note any shortage or damage on the receipt at the time of delivery.

Freight and LTL shipments

• Inspect before you sign the Bill of Lading. Note damage, shortage or a broken pallet wrap on the BOL and have the driver sign it. A clean signed BOL makes a carrier claim very difficult to win.
• Concealed damage must be reported to us within 48 hours of delivery, with photographs of the carton, the pallet and the damaged material, and the packaging kept until the claim is resolved.
• Refuse only the damaged portion, not the whole shipment, unless the entire load is compromised.

We will help you file and pursue the carrier claim. Claims reported outside these windows are governed by the carrier’s tariff and may not be recoverable.

9. Manufacturing defects and warranty

Our products carry the manufacturer’s written warranty. Report any suspected manufacturing defect before installation. For a warranty claim, send us the invoice number, the lot number printed on the carton, photographs, and a description of the issue. We will submit the claim to the manufacturer and follow it through on your behalf. Warranty remedies, including whether the remedy is replacement material or credit, are determined by the manufacturer’s warranty terms.

10. Shade, lot and natural variation

SPC vinyl and porcelain are manufactured in production lots and vary in shade, pattern and tone between lots. Variation between lots, and variation within the natural range of a design, is a normal product characteristic and is not a defect. Order all material for a job at one time and confirm the lot number, and order roughly 10% overage for cuts and waste. We are glad to hold a lot for you.

11. Florida refund notice

This policy is published here and posted at the point of sale in our Orlando showroom in accordance with Fla. Stat. § 501.142.