Warranty & Return Policy

Coverage Terms

Product Warranty Coverage

Elefloor warrants that all SPC flooring products manufactured at our Changzhou (China) and Rayong (Thailand) facilities are free from defects in material and workmanship at the time of shipment. This warranty applies to products purchased directly from Elefloor by distributors, brand owners, and project contractors.

Structural Integrity

Core layer delamination, wear layer separation, or click-lock failure under normal use conditions.

Dimensional Stability

Excessive expansion, contraction, or warping beyond the tolerances specified in EN 434 testing standards.

Surface Defects

Manufacturing-related issues including coating adhesion failure, print misalignment, or embossing defects present at the time of production.

Warranty Duration

Warranty duration depends on the product specification and is stated in the purchase agreement for each order. Default periods apply when no specific term is defined in the agreement.

Commercial Applications

5 Years

Default from date of shipment when no specific warranty period is stated in the purchase agreement.

Residential-Grade Lines

15 Years

Default from date of shipment for residential-grade product lines when no specific warranty period is stated in the purchase agreement.

Exclusions

What the Warranty Does Not Cover

This warranty does not extend to issues caused by conditions outside our manufacturing control. The following exclusions apply to all Elefloor SPC flooring products.

Improper Installation

Damage from improper installation — including failure to follow Elefloor's installation guidelines, inadequate subfloor preparation, or use of incompatible adhesives on glue-down products — is not covered.

Normal Wear and Tear

Surface scratching from foot traffic, furniture movement, or abrasive contact is considered normal wear and tear and is not covered under this warranty.

Out-of-Specification Conditions

Damage from exposure to conditions outside the product's rated specifications is excluded — including prolonged direct sunlight without UV protection, standing water, or installation in environments exceeding the recommended temperature and humidity range.

Batch-to-Batch Color Variation

Color variation between production batches is not covered. We hold tight tolerances, but SPC décor films are printed materials — minor batch-to-batch variation is inherent to the manufacturing process.

Post-Delivery Modifications

Products that have been modified, refinished, or altered after delivery are not covered under this warranty.

Transit and Handling Damage

Damage occurring during transit, warehousing, or handling after the product leaves our facility is not covered under this product warranty. Transit damage is covered under separate shipping insurance terms.

Scope of This Warranty

This warranty covers manufacturing defects present at the time of shipment from our facilities. It is a B2B manufacturer warranty applicable to direct purchases by distributors, brand owners, and project contractors. End-consumer warranty terms, if any, are the responsibility of the purchasing party and are separate from this manufacturer warranty.

Quality Before Shipment

Pre-Shipment Quality Assurance

Every order undergoes our standard QC process before it leaves the factory. Quality issues are resolved before the container ships — not after it arrives at your warehouse.

Raw Material Inspection

Incoming raw materials are inspected before entering production. Substandard inputs are rejected at the source.

Inline Monitoring

Thickness and density are monitored continuously during production to catch deviations before they compound across a batch.

100% Visual Inspection

Every finished plank is visually inspected before it is counted toward your order. No sampling shortcut on the final product line.

Final AQL Inspection

A final AQL inspection per ISO 2859-1 is conducted before container loading. This is the last gate before your goods ship.

Third-Party Inspection Available

Third-party inspection by SGS or Bureau Veritas is available on request and can be arranged before shipment.

We encourage you to arrange third-party inspection on your first order — it builds confidence in the process and gives your own QC team a baseline for future reorders.

Defects Found Before Shipment

If defects are identified during pre-shipment inspection, we hold the shipment and either rework or reproduce the affected portion at no additional cost to you.

The goal is to resolve quality issues before the container ships, not after it arrives at your warehouse.

Claim Process

How to File a Warranty Claim

If you identify a product defect after receiving your order, follow the steps below to initiate a warranty claim. We handle claims directly with you as our buyer.

Notify Us in Writing

Contact us within 30 days of discovering the defect. Email sales@eleflooring.com with your order number, product SKU, and a description of the issue.

Provide Documentation

Include photographs showing the defect, the affected quantity, and the installation environment if the product has been installed. For click-lock or structural claims, we may request sample planks to be returned for lab analysis.

Our Team Reviews the Claim

We respond within 10 business days. Depending on the nature and scale of the issue, we may request additional information, arrange a third-party inspection, or ask for sample returns.

Resolution

If the claim is validated as a manufacturing defect, we will — at our discretion — replace the defective product, manufacture a replacement batch, or issue a credit toward your next order. Replacement product ships under the same QC standards as the original order.

Start Your Claim

Email us directly to open a warranty claim. Include your order number and SKU in the subject line to speed up routing.

sales@eleflooring.com

We Work Through You

We handle claims directly with you as our buyer. If the claim originates from your downstream customer or end user, you remain our point of contact — we work through you, not around you.

Key Timelines at a Glance

Claim notification window Within 30 days of discovery

Our review response time Within 10 business days

Replacement QC standard Same as original order

Order Disputes

Returns and Order Disputes

Because our products are manufactured to order — including OEM/ODM specifications, custom décor selections, and private-label packaging — standard returns are not accepted on confirmed production orders. This is consistent with industry practice for custom-manufactured B2B goods.

Returns may be considered in the following situations:

Manufacturing Defects

Defects confirmed through the warranty claim process described in the preceding section. Returns in this category follow the outcome of the formal claim review.

Shipping Errors

Where the product delivered does not match the order specification — wrong SKU, wrong quantity, or wrong packaging configuration. Discrepancies must be documented at the time of receipt.

Pre-Agreed Sample Orders

Where return terms were explicitly established before shipment. Sample return eligibility is determined by the terms agreed with your account manager prior to dispatch.

Return Condition Requirements

For any return to be accepted, the product must be in its original packaging, uninstalled, and undamaged. Return shipping arrangements and costs are determined on a case-by-case basis depending on the nature of the issue and the destination.

Contact your account manager to initiate a return review. Do not ship product back without prior written authorization.

Sample Program

Sample Orders

We ship product samples within 7 days of design confirmation. Standard sample quantities are provided at cost or free of charge depending on the scope of the project under discussion.

How Sample Terms Work

Dispatch Timeline

Samples ship within 7 days of design confirmation. Timeline begins once décor selection and specification are finalized with your account manager.

Sample Cost & Credit

Sample terms — including whether sample costs are credited against a production order — are agreed in advance with your account manager. Terms vary by project scope.

What Samples Represent

Samples represent the product specification and décor appearance. They are not guaranteed to be an exact color match to a subsequent production run due to natural variation between production batches.

Color Matching Guidance

Precise Color Matching

If precise color matching is critical for your project, request a production-run sample pull before approving the full order.

A production-run sample pull is taken directly from the confirmed production batch, giving you the most accurate representation of the final delivered product. This step is strongly recommended for projects where décor consistency across large quantities is a requirement.

Coordinate With Your Account Manager

All sample requests, cost arrangements, and credit terms are handled directly through your assigned account manager. Reach out before placing a production order to confirm sample availability and lead time.

7 Days

Sample dispatch after design confirmation

At Cost

Or free of charge depending on project scope

Pre-Agreed

All credit terms confirmed before shipment

Legal Terms

Limitation of Liability

Understanding the scope of Elefloor's warranty obligations and your rights as a buyer.

Scope of Liability

What Elefloor's warranty covers and does not cover

Elefloor's liability under this warranty is limited to the replacement of defective product or credit toward future orders, as described above.

Not covered under this warranty:

Installation costs
Project delays
Lost revenue
Consequential damages arising from product defects

Your Legal Rights

Jurisdiction-specific protections may apply

This warranty gives you specific rights. You may also have additional rights under the laws of your jurisdiction, and nothing in this policy is intended to limit those rights.

Your purchase agreement may contain additional terms that supersede or supplement this general policy. Please review your order documentation for any contract-specific provisions.

Elefloor's warranty remedies are limited to product replacement or credit toward future orders. We are not liable for installation costs, project delays, lost revenue, or consequential damages arising from product defects. Review your purchase agreement for any additional or superseding terms.

Get in Touch

Contact for Warranty and Return Inquiries

Reach our team directly for warranty claims, return requests, or order disputes. We respond to all B2B inquiries promptly.

Email

For warranty claims and return requests

sales@eleflooring.com

Phone / WhatsApp

Direct line for urgent inquiries

+66 82 145 1999

Elefloor Co., Ltd.

Registered company

Global Manufacturing

China Production Hub

No. 57 Cuirong Road
Henglin Town, Changzhou City
Jiangsu Province, China

Thailand Production Hub

466/8 Moo 2, Tumbon Tasit
Pluak Daeng District
Rayong 21140, Thailand

Last updated: April 30, 2026

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