30 Days Returns Guarantee

We want you to love your new flooring—and with our 30-day returns guarantee, we've got you covered.

If you simply changed your mind or you have unopened left over packs from a project, don’t worry. Our hassle-free returns process gives you peace of mind. In the rare event your order arrives damaged, please notify us within 7 days (48 hours for Tiles) so we can arrange a refund or replacement. 

Here’s everything you need to know about returning your order.

If you no longer need your order, you can return it within 30 days from the date of delivery or before dispatch for a full refund. Items must be unopened, unused, and in their original packaging.

• You are responsible for returning the goods at your own expense.
• Original delivery costs are non-refundable.
• Refunds will be processed within 14 days of receiving the returned goods.
  
  

To arrange a return, please have the following ready:

• Your sales order number (found in your order confirmation email)
• Your contact details

Spare, unopened packs can be returned within 30 days of delivery for a full refund.

• Packs must be in original condition and packaging.
• Return postage is your responsibility; original delivery costs are non-refundable.
• Refunds will be processed within 14 days of receiving the returned items.
  
  

To arrange your return, please have your:

• Sales order number
• Contact details

In the unlikely event of If your order arrives damaged, please accept the delivery and sign for it as damaged. Then contact our Customer Care team to arrange a replacement or refund.

• If damage is discovered after delivery, notify us within 7 days or within 48 hours for TIles orders only
• You’ll need to provide photos or videos of the damage to process your claim.
• A replacement will be sent at the next available delivery date.
• Alternatively, refunds will be processed within 14 days.
  
  

You will not need to return the damaged goods. Please dispose of them safely. To arrange a refund or replacement, please have ready:

• Your sales order number
• Contact details
• Photo or video evidence of the damage

Clearance items are sold as seen and are non-refundable and non-exchangeable.

Alternatively, you can drop us an email here and we’ll aim to get back to you as soon as possible.

Customer Care hours:

Call centre – Mon - Fri 9am – 5pm | Sat & Sun Closed

Live Chat – Mon - Fri 9am – 5pm | Sat 9am – 3pm | Sun Closed

If you would like to get in touch with us outside of these hours, please use our Contact Form or Live Chat services and we will aim to get back to you as soon as possible.

For full terms & conditions on returns policy, please refer to clauses 7, 8, and 9 here