Our Returns & Cancellation Policy

We pride ourselves in supplying top quality goods at great value, however, we recognise sometimes things just don't go to plan.

If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund. Before returning, please contact our Customer Service team and they will be happy to supply you with a returns number.

Any returned goods must be complete, unused, and in "as new" condition. Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately any items received that are damaged or not packaged correctly will not be accepted back into stock.

We will happily give full refunds to all consumables and accessories in their original packaging. Refunds of any flooring products are subject to 15% restocking charge.

We are also happy to accept back any unused flooring or accessories left over after completing your installation for a small 15% restocking fee. To do this, please contact our customer service team who will be more than happy to assist you.

Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense. Any returned goods must be complete, unused, and in "as new" condition.

Damaged Goods on Delivery

We want to make sure that your new flooring arrives in excellent condition. We carefully check each item prior to dispatch and package them to ensure the highest likelihood that they arrive undamaged. However, sometimes accidents happen.

Please carefully inspect your goods immediately upon delivery and note any visual damage or missing items on the deliverers paperwork. Unless you have signed as 'damaged on delivery' the products will be deemed to have been accepted and confirmed to be in good condition.

Any visual damage must be reported to us immediately following delivery. Failure to report any damage within 48 hours will mean that we will be unable to process a refund or replacement for damage in transit.

Please take photos of the damage and send them to us. Once we have confirmed the damage, we will replace the item(s) free of charge. Please note that this policy does not apply to faulty goods with a manufacturing defect.

Manufacturing Defects

If the products arrive with a manufacturing fault, please contact our Customer Services team at your earliest convenience and we will make all the necessary arrangements to have the goods swiftly replaced.

f you believe you have a defective product, please provide images, if you can, as this will help us to resolve your issue as quickly as possible.

Once the fault has been confirmed we will arrange for either an exchange or a full refund within the first 30 days after delivery of your order. After 30 days we would typically look to repair the item if possible, or replace the item for one of equal value. Please ensure that you retain your proof of purchase in case you need to claim under the manufacturers warranty at a later date.

Failed Deliveries

If your order arrives as arranged but we were unable to deliver because there was nobody home, the goods were refused, there's inadequate help available to offload, or the order is changed/cancelled within 48 hours of your delivery, then you will be liable for any additional costs incurred for the goods being returned.

Please be aware that we cannot accept products which are bespoke, made to your specifications or cut from a roll unless they are faulty.

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Restrictions on Flooring Returns

We are not obliged to accept any returns - whether partial or complete - after the 14 days grace period from ordering. We will, however, always try our best to accept stock back in any situation where it is possible.

Please remember, in all situations where there is no manufacturing fault, you will be responsible for returning the goods to us, at your expense, in complete, unused, and in "as new" condition and within 30 days of purchase.

If you have any concerns, please give us a call before you order and we will be happy to explain any restrictions on your particular product choices.

To summarise, we are only able to accept returns into stock if the product:

• Is an item which we regularly sell.

• Is returned in full packs (no partial packs will be accepted)

• Is in perfect resalable condition.

Please note: We are unable to accept back carpets in any situation as they are generally cut to fit.

We strongly recommend that products are returned to us in the original packaging as this is designed to keep the flooring as safe as possible in transit.

If you have any questions regarding our Returns and Cancellation policies, please don't hesitate to get in touch.

Non-consumer orders

Our 14-day cooling-off period does not apply to any orders made by non-consumers/commercial clients. Refunds will only be issued if we did not supply you with the product that was ordered or for unused products in perfect, resalable condition, subject to a 30% restocking charge.