Return and Refund Policy
Flooring is bulky and easy to damage, so returns work a little differently to most shops. Here is exactly how.
How long you have
Tell us within 2 to 3 business days of delivery that you want to return unused material. Email Add support email with your order number and what you want to send back. Do not ship anything until we have given you a return number, because unannounced pallets cannot be matched to an order.
What we can take back
To come back, material needs to be:
- Unused, uncut and uninstalled
- In full, sealed, original boxes
- From a current stocked range, not a special order
- Dry, undamaged and stored properly since delivery
What we cannot take back
Anything installed counts as accepted, because fitting it is how you check it. We also cannot take back:
- Cut, trimmed or part used boxes
- Special orders and cut to size pieces made for your job
- Clearance and end of line items sold as final sale
- Adhesive, grout and sealant once opened
- Material damaged by poor storage after delivery
Return freight and restocking
If the return is a change of mind, there is a 30 percent restocking fee on the value of the material coming back. That covers checking, repacking and putting it back on the rack.
Shipping is not refunded, and the freight both ways is yours to pay. You also need to tell us within 2 to 3 business days of delivery that the material is coming back.
If the fault is ours, a wrong item, a damaged pallet or a shortage, we cover the freight and there is no fee.
Damaged or wrong deliveries
Report damage, shortages and wrong items within two working days of delivery and before fitting anything, with photos. We replace the material or refund it, whichever suits the job better.
Refunds
Once the return arrives and has been checked, we make the refund to the original payment method within 7 to 10 working days, less the 30 percent restocking fee. Delivery charges are not refunded unless the return is down to our mistake.
Cancelling an order
You can cancel free of charge any time before the order is picked and despatched. Once it has shipped it is treated as a return, so the 30 percent restocking fee applies and shipping is not refunded. Special orders cannot be cancelled once production has started.
Samples
Samples do not need to come back. Keep them, because they are useful when you are matching trims and paint later.
Questions about this page can go to Add sales email, or use the form on the contact page.