Returns Policy

At Easy Step Flooring, we want your project to run as smoothly as possible. Because flooring is heavy, batch-allocated and delivered via specialist pallet networks, returning items requires careful handling.

Please read this guide to ensure your return is processed quickly and correctly. For our full legal requirements, please refer to our Terms and Conditions. In the event of any conflict between this page and our Terms and Conditions, the Terms and Conditions shall take precedence.

Essential: At the Point of Delivery

Flooring is heavy and can occasionally be damaged in transit. Your first line of defence is at the kerbside:

• Inspect the Pallet: Before the driver leaves, check for any torn packaging, broken boards or missing items.
• Sign Correctly: If you see any damage, you must write "DAMAGED" on the driver's delivery note or handheld device before signing.
• The 48-Hour Rule: If you discover a problem after the driver has left, you must notify us in writing with photographic evidence within 48 hours of delivery. After this window, we are unable to lodge a claim against the courier for transit damage and any subsequent claims for visible damage or shortage will be rejected.

For Homeowners & Consumers (B2C)

Your Right to Cancel

If you are buying for your own home, you have 14 calendar days from the day after delivery to notify us that you wish to return your order for a refund.

How to Start Your Return

To ensure your goods are sent to the correct warehouse, please do not return items without authorisation.

1. Download the Returns Form: Get our Returns Form from the bottom of this page. 
2. Email Us: Send your completed form to support@easystepflooring.co.uk for authorisation.
3. Receive Authorisation: We will provide you with the specific warehouse return address for your products.
4. Ship: Arrange return transport to the warehouse address provided. You are responsible for the cost of return transport.
5. Refund: Once goods arrive and pass inspection, we will process your refund within 14 days to your original payment method.

Requirements for a Refund

To qualify for a full refund, all goods must arrive at the warehouse in Resalable Condition:

• Unopened & Original: Items must be in their original, unopened manufacturer's packaging with all seals and straps intact.
• No Alterations: We cannot accept returns for flooring that has been cut, glued or installed. Installation constitutes full acceptance of the product.
• Not Discontinued: We cannot accept returns for discontinued or end-of-line products.

Refund Deductions

Where goods are returned in a condition that falls short of Resalable Condition - for example, opened, unsealed, batch-broken or with damaged packaging - we reserve the right to reduce your refund to reflect the loss in value. Due to the nature of flooring, this reduction may be substantial and, where goods are unsaleable, may result in no refund being due.

Shipping & Costs

• Return Transport: You are responsible for arranging and paying for the return of the goods. Because flooring is heavy, this usually requires a pallet courier.
• Outbound Delivery Refund: We will refund your original standard delivery charge. If you opted for a premium service (such as a Timed or Saturday delivery), only the standard rate is refundable.

Pro tip: We strongly recommend taking photographs of your goods on the pallet before they are collected for return. This serves as your proof of condition in the unlikely event the courier damages the goods on their way back to us.

For Trade & Business Customers (B2B)

Statutory cooling-off rights do not apply to trade or business purchases. Returns for trade and business customers are handled as follows.

Notice Window

You must notify us via the Returns Form within 3 working days of delivery. This gives us time to assess your return, issue authorisation and provide you with a warehouse address - leaving you sufficient time to arrange transport within the overall deadline below.

Return Arrival Deadline

Goods must be physically received back at our warehouse within 7 working days of delivery. Dispatch within this period is not sufficient - the goods must be received by us within that window. Returns requested or received outside this period will not be accepted.

We recommend submitting your Returns Form on the day of delivery, or the next working day at the latest, and arranging collection immediately upon receiving authorisation.

Restocking Fee

A mandatory 30% restocking deduction applies to all approved trade returns to cover supplier handling and administrative costs.

Delivery Charges

Original delivery charges, pallet fees and access surcharges are strictly non-refundable for trade accounts.

Return Logistics

The Business Customer is responsible for all return transport costs and ensuring goods are physically received at our warehouse within the 7-working-day window.

Late or Unauthorised Returns

Where goods are returned late or without authorisation, we may return them to you at your cost. Storage and handling charges may also apply from 24 hours after notification that goods are available for collection.

Excess or Leftover Packs

Ordered a little too much? We may, at our discretion, accept returns of unused full packs within 30 days of your delivery date, provided they are in Resalable Condition and from a current (not discontinued or end-of-line) range. Please note:

• A 30% restocking fee applies to all excess pack returns, for both consumer and business customers.
• All return transport costs are payable by the customer.
• Excess flooring returned after 30 days will not be accepted.

Frequently Asked Questions

What does "Resalable Condition" mean?

It means the product is exactly as it arrived - clean, unopened and in a condition where another customer would be happy to receive it as brand new. We cannot refund items that have been opened, batch-broken, mixed, or have dirty or damaged packaging. We also cannot accept returns for discontinued or end-of-line products.

Can I return leftover packs?

We may accept excess full packs within 30 days of delivery at our discretion, provided they are in Resalable Condition. A 30% restocking fee applies to all excess pack returns for all customer types.

The colour looks different from what I saw on screen. Can I return it?

We understand that lighting and screen settings can change how a floor looks. Because natural wood and stone vary in tone and grain, we always recommend ordering a sample first. If the product is as described but not to your personal taste, it will be treated as a standard change-of-mind return under our 14-day consumer policy. This does not apply once installation has begun.

How long does a refund take?

Once the warehouse confirms your items have arrived safely and pass inspection, we process your refund within 14 days to your original payment method.

What if my floor is faulty?

If you suspect a manufacturing fault, stop installation immediately and do not alter the products further. Contact us with your order number and clear photographs of the issue. Please note that natural variation in colour, grain and character is inherent in flooring and does not constitute a fault. Please refer to our Terms and Conditions regarding professional installation requirements and moisture testing evidence.

I'm a Business Customer - what happens if I miss the 7-working-day window?

Returns received outside the 7-working-day window will not be accepted. Where goods are returned late or without authorisation, we may return them to you at your cost, and storage and handling charges may apply. We strongly recommend submitting your Returns Form as early as possible - ideally on the day of delivery.

Who pays for return shipping?

The customer is responsible for arranging and paying for all return transport. Because flooring is heavy and palletised, we recommend using a specialist pallet freight courier. Please take photographs of the pallet before collection as proof of its condition.