Returns & Refunds
Sandy Floors is a curated marketplace featuring independent brands, makers, small businesses, and specialty vendors. Many items are fulfilled and shipped directly by our partner vendors.
Because products come from different businesses and product categories, return eligibility, return windows, and return instructions may vary by item or brand.
Before returning anything
Please contact Sandy Floors first before sending any item back.
Do not return merchandise to Sandy Floors or to the original shipping address unless you have received return instructions from us.
We will review your order, confirm the applicable vendor’s return requirements, and provide the correct next steps.
Return eligibility
To be eligible for a return, items generally must be:
- unused, unworn, and unwashed
- in original condition
- in original packaging when applicable
- accompanied by tags, accessories, or documentation originally included
Some products may have a specific return period or may not be returnable at all. When a vendor or product has specific return terms, those applicable terms will govern the return.
We recommend contacting us as soon as possible after delivery if you believe you may need a return.
Non-returnable items
For health, safety, freshness, customization, or vendor-policy reasons, certain items may be final sale or non-returnable, including but not limited to:
- food, beverages, candy, spices, sauces, and other consumable goods
- live plants, seeds, trees, and perishable products
- personalized, customized, or made-to-order items
- opened or used bath, body, beauty, grooming, or personal-care products
- gift cards
- clearance or final-sale merchandise
- certain pet products after opening or use
- items marked non-returnable on the product page
- products that a partner vendor does not accept for return
This does not affect your rights if an item arrives damaged, defective, or incorrect.
Damaged, defective, or incorrect items
Please inspect your order when it arrives.
If your item is damaged, defective, incorrect, or missing components, contact us as soon as possible and include:
- your order number
- a description of the issue
- clear photos of the item and packaging when applicable
We will work with the appropriate vendor to resolve the issue through replacement, refund, or another appropriate remedy.
Clothing and sizing
Because Sandy Floors carries multiple independent brands, sizing can vary by manufacturer.
Please review any size chart, fit information, product description, or sizing image provided before ordering.
Returns based on fit or size are subject to the individual vendor’s return eligibility and conditions.
Exchanges
Sandy Floors does not guarantee direct exchanges because many products are fulfilled by different vendors and inventory may change quickly.
When an exchange is possible, we will help coordinate it. In some cases, the original item may need to be returned and a new order placed separately.
Return shipping
Return shipping responsibility may vary depending on the reason for the return and the vendor involved.
If an item is being returned because it is damaged, defective, or incorrect, return shipping may be covered by the vendor when approved.
For discretionary returns, such as change of mind or fit, the customer may be responsible for return shipping unless otherwise stated.
Do not purchase or send return postage until you receive return instructions.
Refunds
Once an approved return has been received and accepted by the applicable vendor, any eligible refund will be issued to the original payment method.
Original shipping charges may not be refundable unless the return is due to a damaged, defective, or incorrect item.
Banks and payment providers may require additional processing time before the refund appears in your account.
Multi-vendor orders
Orders from Sandy Floors may include products from more than one vendor.
As a result:
- items may arrive in separate packages
- returns may need to be sent to different locations
- each item may have different return requirements
Please do not combine returns from different vendors into one package unless we specifically instruct you to do so.
Order cancellations
Because many partner vendors begin processing orders quickly, cancellations are not guaranteed once an order has entered fulfillment.
Contact us as soon as possible if you need to request a cancellation. If the item has already been processed or shipped, the order may need to follow the applicable return process instead.
Vendor-specific policies
Sandy Floors works with many independent businesses, each of which may maintain its own return restrictions and procedures.
When a vendor-specific policy applies to a product, that policy may supersede the general guidelines above.
We will help coordinate the process so customers do not have to navigate the return alone.
Contact us
For any return, refund, damage, or order issue, contact Sandy Floors with your order number before sending anything back.
Important: Returns sent without authorization may be refused and may not be eligible for refund.
