Refund & Returns Policy

Returns & Refunds Policy

Last Updated: June 21st, 2026

At Floor Land Ltd, we want you to be completely satisfied with your purchase. This policy explains your rights when cancelling an order, returning goods, and obtaining a refund.

Nothing in this policy affects your statutory rights under applicable consumer protection legislation.

1. Your Right to Cancel

If you are purchasing as a consumer, you have the legal right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after:

• The day you receive the goods; or
• Where multiple goods are delivered separately, the day you receive the final item in the order.
• 14-day window is extended if it falls over weekends or public holidays

To exercise your right to cancel, you must notify us of your decision before the cancellation period expires.

2. How to Submit a Cancellation or Return Request

Customers With an Online Account

To start a cancellation or return request, please log into your account at:

https://account.floor-land.co.uk

Navigate to your order history and follow the returns process.

Customers Who Checked Out Using a Phone Number

If you completed your purchase using a phone number only and do not have access to the online account portal, please use the order management link provided in your SMS order confirmation.

Alternatively, you may contact us directly using the details provided at the end of this policy.

3. Returning Goods After Cancellation

Once you have informed us that you wish to cancel your order, you must return the goods to us within 14 days.

We will provide return instructions and the appropriate return address once your cancellation request has been received.

Returned goods should:

• Be returned in a reasonable condition.
• Include all components supplied.
• Be securely packaged to prevent damage during transport.

Customers are entitled to inspect goods in the same manner they would be able to in a retail showroom.

For flooring products, we recommend inspecting one pack before opening additional packs.

Where goods have been handled beyond what is necessary to establish their nature, characteristics, and functionality, we reserve the right to make a deduction from the refund to reflect any loss in value.

4. Return Shipping Costs

Unless goods are faulty, damaged, incorrectly supplied, or otherwise not in conformity with the contract, customers are responsible for the cost of returning goods.

Due to the size and weight of flooring products, pallet return costs can be significant and should be considered before placing an order.

5. Refunds

Where a customer exercises their legal right to cancel within the 14-day cancellation period, we will refund:

• The purchase price paid for the goods.
• The cost of the standard delivery service selected when placing the order.

If a premium or upgraded delivery service was selected, only the cost of standard delivery will be refunded.

Refunds will be made using the same payment method originally used for the transaction unless otherwise agreed.

We will process refunds within 14 days of:

• Receiving the returned goods; or
• Receiving satisfactory evidence that the goods have been returned.

6. Order Cancellations Before Dispatch

Customers may cancel an order before dispatch by contacting us as soon as possible.

Where an order has not been dispatched, a full refund will normally be issued.

Where an order has already been dispatched, the order will be treated as a cancellation under this policy and returned in accordance with the procedures above.

7. Damaged, Faulty or Incorrect Goods

Customers should inspect goods upon delivery.

If goods arrive damaged, faulty, defective, or incorrect, customers should notify us as soon as reasonably possible.

Where visible transit damage exists, customers should:

• Record the damage on the carrier's delivery documentation where possible.
• Take photographs of the damage.
• Notify us within 48 hours of delivery where possible.

Failure to notify us within 48 hours will not affect your statutory rights, but may delay our ability to investigate claims with the carrier.

If goods are believed to be defective, customers should stop installation immediately and contact us before opening additional packs.

Where goods are found to be faulty, damaged, or not as described, we will provide an appropriate remedy in accordance with consumer law, which may include repair, replacement, price reduction, or refund.

8. Products Excluded From The Right To Cancel

The legal right to cancel does not apply to:

• Goods made to the customer's specifications.
• Custom-cut flooring.
• Bespoke or personalised products.
• Special-order products sourced specifically for a customer where production or procurement has commenced.
• Goods that have been inseparably mixed with other items after delivery.
• Installed flooring products.

Where a product falls within one of these exemptions, this will be communicated at the point of purchase where reasonably possible.

9. Special Order Products

Products specifically manufactured, imported, or ordered for a customer may not be eligible for cancellation once production or procurement has begun.

Where cancellation is requested after costs have been incurred, we reserve the right to recover reasonable costs directly resulting from the cancellation.

10. Inspection Before Installation

Customers are responsible for checking all flooring prior to installation.

No claims relating to visible defects, colour variation, shade differences, or incorrect products can be accepted once the flooring has been installed.

Installation constitutes acceptance of the product's visible condition.

11. Manufacturer Warranties

Many products supplied by Floor Land Ltd include manufacturer-backed warranties.

Where a warranty claim is made, the manufacturer may require inspection of the product before approving any repair, replacement, or refund.

Warranty terms vary by manufacturer and product.

12. Contact Information

Floor Land Ltd, 18 Wharf Street, The Wharf Industrial Estate, Warrington, WA1 2HT, United Kingdom.

Should you have any questions or concerns about your return, feel free to contact us at sales@floor-land.co.uk or call us on Telephone: 0333 138 1111