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Returns Policy

Returns and cancellation policy

We know you’ll be delighted with the flooring you’ve purchased from us, but in the unlikely event you’re not happy with the product, or if you have unopened, unused packs after a project, and wish to return goods to us, contact us for our full returns address, our terms are as follows:

In accordance with the Consumer Rights Act 2015, private individuals have the right to cancel the contract for the purchase of any item within a period of 14 calendar days, beginning with the day after the day on which the items are delivered  (For the avoidance of doubt, Saturdays, Sundays and Bank Holidays are not classed as working days). 

Any cancellation requests must be made in writing or by an email to [email protected] referencing the order number and saying the reason you are canceling it.

We will then arrange to collect them (the whole order) and give a full refund. The collection cost must be paid by the customer, except in instances where the goods supplied are faulty, have been supplied in error, or misdescribed by the seller.

If you cancel your order and the goods have not have not been dispatched yet, we will refund you the full invoice amount within 2-3 working days.

If the goods have already been dispatched, then they will be delivered to you. Once you have taken delivery of the goods the return process can begin.

We will exchange or repair items if they are faulty or defective on delivery, provided that we are notified within two working days of your discovery of the fault or defect and you take all reasonable steps to ensure that the items do not deteriorate further. 

In no circumstances will we be liable for defects arising from fair wear and tear, accidental damage, and misuse, failure to comply with our installation and aftercare instructions, or other negligent actions by you or your installer. 

We reserve the right to recover any amount, up to the full contract price, in cases where the value of the returned goods has been diminished as a result of unreasonable care.

Refunding a product must be unused, unopened and its original packaging, if the goods are received and are not re-sellable we reserve the right to cancel the refund or provide you with a partial refund reflecting the damaged stock.

You must ensure to check that the product delivered is correct before continuing to fit the goods. If goods are fitted or altered in any way, this is classed as acceptance of goods and we may refuse to accept the return of these items or charge reasonable fees to cover costs incurred.