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.
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 days. You will not be expected to return the damaged packs to us, please dispose of these safely.