At Malibu Wide Plank Shop, we take pride in offering premium flooring solutions to discerning homeowners and design professionals worldwide. While we meticulously inspect every product before shipment, we understand that sometimes a return or exchange may be necessary. Our policy is designed with the same attention to detail we apply to our wide-plank hardwoods and luxury vinyl collections.

Our Return Policy

We accept returns within 15 days of delivery for most items in their original, unopened, and unused condition. Please note:

  • All returns require prior authorization
  • Original shipping fees are non-refundable
  • Customers are responsible for return shipping costs

Non-Returnable Items

Due to the custom nature of these products, the following cannot be returned or exchanged:

  • Solid Hardwood (custom-cut planks)
  • Engineered Hardwood (special orders)
  • Vinyl Plank Flooring (opened boxes)
  • Vinyl Trim (cut-to-size pieces)

We recommend ordering samples before purchasing these items.

Return Process

  1. Request Authorization: Email our customer service team at [email protected] within 15 days of delivery with your order number and reason for return.
  2. Receive Instructions: We’ll respond within 2 business days with return authorization and shipping instructions.
  3. Package Securely: Repackage items in original packaging with all included materials.
  4. Ship Your Return: Send the package to our Virginia Beach warehouse using a trackable shipping method.

Exchange Process

For items eligible for exchange (primarily rugs and rug accessories):

  1. Follow the same authorization process as returns
  2. Clearly indicate the replacement product desired
  3. You’ll be responsible for any price difference plus additional shipping costs
  4. We’ll ship your new item once we receive the original

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline:
    • Credit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Note: International refunds may take additional time depending on your financial institution.

Return Shipping Address

After receiving authorization, please ship returns to:

Malibu Wide Plank Shop
Returns Department
3229 Jefferson Street
Virginia Beach, VA 23462
United States

Return Authorization Request Template

Subject: Return Authorization Request – Order #[Your Order Number]

Dear Malibu Wide Plank Shop Team,

I would like to request a return authorization for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • SKU/Item Number: [If available]
  • Quantity: [Number of items]
  • Reason for Return: [Please specify]

Please advise next steps for completing this return. I understand I am responsible for return shipping costs.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Damaged or Incorrect Items

If you receive damaged or incorrect items:

  • Contact us immediately at [email protected]
  • Include photos of the damage or incorrect item
  • We’ll arrange for replacement or refund at no additional cost

For any questions about our returns policy, please contact our Virginia Beach team. We’re committed to ensuring your complete satisfaction with our premium flooring products, just as we’re committed to quality in every plank and rug we craft.