Customer Service

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Our returns and cancellation policy

We pride ourselves in supplying top quality goods at great value – and we like to think our reviews prove this. However, sometimes things just don't go to plan and we understand that people change their minds.

If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund. Please remember, in these situations you are responsible for returning the goods to us in complete, unused, and in "as new" condition and within 30 days of purchase.

Before returning, please contact our customer service team and they’ll supply you with a returns number. Please make sure any goods are well-protected to keep them safe on their journey as unfortunately any costs for damaged goods will be taken from the total amount refunded.

We are also happy to accept back any flooring or accessories left over after completing your installation within 30 days of purchase. To do this, please contact our customer service team and we will be happy to refund or exchange your goods minus a small 25% restocking fee (restrictions apply).

If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and we will make all the necessary arangements to have the goods replaced.

If your order arrives as arranged but we're unable to deliver because there's nobody home, there's inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24hrs before the chosen delivery date) you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is £85 minimum or £ 0.70 per kg, whichever the greater.

Please note – unfortunately, we can’t accept products which are bespoke, made to your specifications or cut from a roll unless they’re faulty.

Find the best way to contact us here.

The First Name in Flooring

We’ve supplied over 100 million pounds worth of floors during our time, so we’ve picked up a thing or two from serving all those satisfied customers. In fact, our history goes back to 1985 and we were the first online retailer of flooring in the UK. All of the expertise we’ve picked up along the way goes straight into our products, our passion and ultimately, your floor. If you’d like to know a little more, then click below.

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