Refund 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.

I’ve changed my mind

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'll supply you with a returns number. Any returned goods must be complete, unused, and in "as new" condition. Please ensure that any goods being returned are packaged adequately to keep them safe on their journey. Customers are responsible for returning goods at their own expense. Unfortunately, any items received that are damaged or not packaged correctly will not be accepted back into stock.

My Order Arrived Damaged 

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 
     

Contact us to arrange your return

I’ve got leftover packs or offcuts

We are also happy to accept back any flooring or accessories left over after completing your installation (restrictions may apply). To do this, please contact our customer service team who will be able 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.

Manufacturing Fault

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

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

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

Contact us for more information.

Clearance Products

Top Tips:

Here's a few tips on how to avoid returns in the first place, which will help you get your floor down sooner:

• Don't order the flooring too early, either. If you want to stay within the 14 day returns period, we're happy to hold onto stock until you're ready to receive the flooring. Simply give us a call to try and arrange this.
• Measure your room. Accurately measuring your room can reduce the need to buy more flooring or return spare stock. We have a useful floor measuring guide, but if you have any questions, simply give us a call and we'll help you out.
• Always order a sample. We offer regular samples, most of which are free of charge, and have also introduced large samples for a range of our floors to give you an even better idea of how the floor will look. Please bear in mind that our floors are made from or inspired by natural materials, so the grain, colour and shade will vary across the floor.
• Double-check your accessories. In most cases, we also supply accessories which match the floors on the site. Often, these are automatically suggested once you add your flooring to the basket, however, if you have any concerns or confusion about which accessories do and do not match, please give us a quick call just to check and we'll happily advise you.

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Flooring Returns Restrictions

We are not obliged to accept any returns - whether partial or complete - after 14 days after ordering. However, we will always try our best to accept back stock in any situation where it's possible. Ultimately, returns are only accepted at the discretion of a management level staff member.

Please remember, in all situations where there is no manufacturing fault, you are 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 product choice.

We are only able to accept back orders if the product:

• Is an item we keep in stock in one of our warehouses.
• Is an item which we regularly sell.
• Is returned in full packs - no partial packs will be accepted.
• Is in perfect condition.

Please also note that we are unable to accept back carpets in any situation as they are 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.

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Returning Goods to Us

We are currently accepting returns to our Coventry Showroom:
 
Unit H1
Pilgrims Walk
Prologis Park
Coventry
CV6 4QG

Please call our team on 01603 385268 to arrange a returns authorisation number before returning your goods.

Once your return has been authorised by the customer services team you can bring the goods to the location supplied on Monday to Friday between the hours of 09:00-17:00 where our team will be happy to assist.

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Refunds

We aim to refund customers within 14 days after receiving goods back in our warehouse, or in the case of orders cancelled before dispatch, as soon as we receive written confirmation of your intention to cancel your order.