Refund & Returns Policy
We're certain you'll be thrilled with your new flooring, but should any concerns arise, we stand ready to assist in resolving them. We allow the return of one opened box from each order, offering you the chance to assess your purchase upon arrival.
To qualify for a return, it's necessary to alert us through email within a 14-day period after receiving your order. Upon your notification, we'll provide our return address so you can arrange the return at your own timing.
For the return to be successful, the flooring or accessories should remain in the same state as when they were delivered. We allow upto one unopened box. Any more opened boxes without confirmation from us, will not qualify for the refund.
In the event that you detect any damage to your items upon delivery, kindly decline acceptance as this will make the process much quicker in terms of gaining replacements or refunds. All damage must be carefully documented by taking images and on the delivery paperwork prior to being handed back to the driver. Reach out to us within a 48-hour period to inform us of the problem, so that we can swiftly lodge a claim with the appropriate shipping provider. Any claims placed beyond this 48-hour period might result in an extensive investigation. We facilitate one pickup per return; if the customer is unavailable at the pickup time, it becomes the customer's obligation to return the goods at their own expense, but you would still be charged the collection fee for the missed collection..
If you believe a package is damaged or has a defective batch, please refrain from opening any further packages. Contact us right away so we can provide assistance. All warranties are supplied by the manufacturer, and any defective products will require a manufacturer inspection before an exchange or refund can be sanctioned.
Delivery & Returns Policy
1. Returns & Refunds Policy
We understand that sometimes a product may not be suitable, arrive damaged, or be faulty. We aim to provide a straightforward return process in line with consumer rights.
1.1 Return Eligibility
Customers have 14 days from the date of delivery to return goods for any of the following reasons:
- The product is no longer suitable.
- The product is damaged or faulty.
- The customer has changed their mind.
After 14 days, returns and cancellations will no longer be accepted unless the product is faulty or not as described, in line with consumer rights.
1.2 Return Process & Shipping Costs
- Customers must notify us via email within 14 days if they wish to return an item.
- Returns must be sent in their original, unused condition with all original packaging.
- Customers are responsible for covering the return shipping fees, including:
- The original delivery charge (even if it was provided for free on orders over £500).
- The cost of returning the goods to us.
- For pallet-sized orders, delivery charges can be significant due to the nature of the shipment. Customers should consider these costs before placing an order.
- Refunds will be processed once the returned goods are received and inspected.
2. Cancellations & Refunds After 14 Days
If a customer decides to cancel or return an order after 14 days, the cancellation fees will be charged to cover the shipping costs only, not our own workplace costs. These fees reflect the actual shipping expenses incurred to prevent financial loss to our company.
2.1 Free Delivery Orders Over £500 & Cancellation Costs
- We offer free delivery on orders over £500. However, if an order is later cancelled or returned, we must retain the actual shipping fees that were incurred to ship the order to the customer.
- We can provide invoice documentation to transparently show the shipping costs associated with the order.
3. Faulty or Damaged Goods – 30-Day Return Window
- Customers have up to 30 days from the date of delivery to return an item if it is faulty or damaged.
- If a product arrives damaged or faulty, we must be informed within 48 hours of delivery. We may request photographic evidence to process a replacement or refund.
- Refunds or replacements for faulty items will only be offered within the 30-day period set by consumer protection regulations.
4. Non-Returnable Items
Certain products may be exempt from returns due to hygiene, customization, or special order status. If this applies, it will be stated at the time of purchase.
5. Contact Information
For all return requests or further inquiries, please contact our customer service team at:
Contact Email:
Contact Phone Number:
By placing an order, customers agree to the above terms regarding returns, cancellations, and associated costs.
If a customer places a special order that requires manufacturing by the relevant supplier and later decides to cancel, they will be liable for a 30% charge to cover our costs. Customers have a 7-day window from the date of the order to cancel without incurring this charge.
Once we receive and restock your return, we will proceed to issue a refund using your original payment method and exclude any delivery or restocking fees which are owed from the total payment, which will be credited back to you.
Should you have any questions or concerns about your return, feel free to contact us at transport@floor-land.co.uk or call us on 0800 996 1922.