Our returns and cancellation policy
We pride ourselves on the quality of our products, but we know that sometimes things change. If you do decide to return your order, you can cancel up to 14 days after the day of delivery and receive a full refund. You have the choice to return the items yourself or we can arrange the collection for you. The cost of return if we arrange it will be knocked from the overall refund value.
Before returning your product, please contact our Customer Service team and they’ll supply you with all the relevant details to be able to return your products.
Any returned goods must be complete, unused, and in "as new" condition. Please ensure any goods being returned are packaged adequately to keep them safe on their journey, as any items returned that are damaged or not packaged correctly will not be accepted back into stock.
If you have surplus products you wish to return, please contact our Customer Service team who will be able to assist you.
Please note - There may be a restocking fee for returning such items.
Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense, but don’t worry our Customer Service team will help you arrange the collection and return.
All products which are special orders, made to your specifications or cut from a roll are not eligible for return unless they are faulty.
Any issues with faulty products must be reported to our Customer Service team within 24 hours of receiving your delivery.
Helpful Hints To Avoid Returns:
- Accurately measuring your room can reduce the need to buy more flooring or return spare stock. Please read our helpful installation guides, containing detailed information on how to measure your room accurately, for your chosen product.
- We always recommend ordering a sample. We will happily provide you with 3 free samples, as we want to make sure you are happy with your choice of flooring.
- When ordering floors that are made from natural materials, please be aware the grain, colour and shade will vary across the floor.
- If you need any help, please contact our Customer Service team who have many years’ experience in the flooring industry and are available to help and advise on your purchase. If they can’t immediately help you, they will find a team member who can. We’re here to help!