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Important update: due to the ongoing situation with COVID-19 we are only accepting essential in-person returns. All orders placed between 22nd February 2020 and 30th March 2021 inclusive are eligible for extended returns. Orders must be returned by 30th August 2021. Order cut off dates are subject to change in line with government lockdown roadmap. If you’d like to arrange a return, please contact us.

Returns

In the unlikely scenario your new flooring arrives, and something isn’t right, our 30 day returns guarantee on all orders has got you covered. We understand that sometimes you change your mind, so here’s everything you need to know about returning your order:

Use our quick links to find out what to do next

Please note: no matter your return reason, please contact us before sending your item(s) back to us, so your return can be processed as quickly as possible.
If you live within an area which is currently covered by tier 4 restrictions, please do not return any product in person. Please call our customer care team who will be happy to support in setting up a return. ID checks will be carried out for anyone returning product in person.


I've changed my mind

If your order has yet to be dispatched, you will have up to 14 days to cancel in order to receive a full refund.

If your order has been dispatched or delivered, however you no longer need it, we’re happy to accept this back. Our 30 day returns guarantee means you can return your order within 30 days from the date of delivery. Any returned items must be unopened and in their original condition to be eligible for a full refund.

If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:

  • Your sales order number (this can be found on your order confirmation email)
  • Your contact details

Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 14 days.


I have left over packs

If you’re left with any spare, complete packs after installation, you can easily return these to us within 30 days from date of delivery. These must be returned unopened, in their original condition and packaging.

If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:

  • Your sales order number (this can be found on your order confirmation email)
  • Your contact details

Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 14 days.


My order arrived damaged

In the unlikely event your order arrives damaged, please accept the delivery and sign for the goods as damaged. At your earliest convenience, please get in touch with our Customer Care team to arrange a suitable replacement or to request a refund.

If you notice a problem after signing for delivery, then please contact us at the earliest opportunity to arrange a replacement or refund and we’ll get this arranged for you. We do advise you check your packs upon arrival to avoid any unnecessary delays with your project.

If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:

  • Your sales order number (this can be found on your order confirmation email)
  • Your contact details
  • Photos or videos of the damage/fault

Please note: You’ll be required to provide visual evidence of the fault before your replacement or refund can be processed.
A replacement will be sent out to you at the earliest available delivery date. If you’ve requested a refund, this will be processed within 14 working days. You will not be expected to return the damaged packs to us, please dispose of these safely.


Contact us

If you’d like to arrange a return, please get in touch with us in a way that suits you, whether that be:

Chat to us

Our LiveChat service is here for you when you need it

Message us

Our Facebook inbox is always open

Fill out our form

You can find this on our Contact Us page

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