Returns, Cancellations & Resolution Policy

At Floor5, our products and systems are developed for professional use, material compatibility, and controlled application environments.
As such, our policies are designed to prioritise clarity, accountability, and resolution, rather than consumer-style returns.

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Nature of Supply

 

Floor5 operates primarily as a professional and B2B-focused brand.

 

Our offerings may include:

• Floor Care Concentrates (FCC)

• Interior Care Sprays (Multi-Surface Care Spray & Glass Care Spray)

• Porcelain Care Solution

• Unscented, Ritual-based or custom scent systems

• Pilot kits and recurring supply programs

Many of these are supplied as part of professional engagements, pilots, or recurring service relationships, rather than one-off retail purchases.

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Returns & Refunds

 

Due to the nature of our products:

• Opened or used products are not eligible for return or refund

• Products supplied for professional, pilot, or bespoke use are considered final sale

This policy exists to maintain hygiene, formulation integrity, and quality control across all Floor5 systems.

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Cancellations (Pre-Dispatch)

 

For standard, non-custom product orders:

• Cancellations may be requested prior to dispatch

• Once an order has entered fulfilment or shipment, it cannot be cancelled

 

For custom, ritual-based, or professionally configured systems:

• Orders cannot be cancelled once formulation, blending, or preparation has begun

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Damaged or Incorrect Deliveries

 

If you receive a product that is:

• Damaged during transit

• Incorrectly supplied

• Compromised in packaging

Please notify us within 48 hours of delivery with supporting photographs.

 

Where appropriate, we will arrange:

• A replacement

• A corrective shipment

• Or another suitable resolution

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Professional Engagements & Pilots

 

For hospitality pilots, professional trials, or bespoke programs:

• Terms of supply, evaluation, and continuation are defined separately

• Resolution is handled through direct consultation rather than automated refunds

Our focus is always on correcting outcomes, not terminating relationships.

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Resolution Philosophy

 

Floor5 does not approach issues through rigid return mechanics.

We approach them through:

• Dialogue

• Assessment

• Adjustment

• Long-term compatibility

If something is not performing as intended, we will work with you to understand why, and resolve it appropriately.

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Contact

 

For any concerns, clarifications, or resolution requests, please contact:

Floor5
📧 floor5contact@gmail.com