30 Calendar Days
You’ll have 30 calendar days to change your mind about your order or return excess packs. Any damaged items must be reported within 14 days of your delivery date.
Return your Items
To get the refund process started, please contact our customer care team at firstname.lastname@example.org to discuss your return. We'll confirm the return delivery address as we have different warehouses for different products. Simply download and complete our returns form at the bottom of this page and complete the relevant details. Before you dispatch your goods please email email@example.com your completed form.
14 Days to Process
We’ll refund you within 14 days of receiving the items at our warehouse, provided they’re in a resalable condition. We may refuse a refund, or only issue a partial refund if items are returned to us damaged.
A Few Things to Note...
- Unfortunately, we’re unable to accept returns of any discontinued or limited edition products.
- The goods are your responsibility until they reach our warehouse and must arrive in a resalable condition. Make sure everything is in its original packaging, unopened, with the seal intact. We recommend you take a photograph of your goods prior to return, as proof of condition in case we spot any damage on receipt.
- Please ensure additional packaging is used to protect the manufacturer’s boxes from dirt and damage along the way.
- All returns must accompany a completed returns form.
- It’s your responsibility to arrange all returns and cover costs incurred.
I have an issue with my product – what do I do now?
If you spot a fault or your order is not as expected, please stop laying your floor and contact our friendly Customer Support team on 0203 835 2486 or email firstname.lastname@example.org
If you notice any damage to the product or its packaging on delivery, please accept the goods, take a few photos and sign for them as damaged. Check how many planks within the pack are damaged and contact Customer Support who will look to replace or refund the damaged planks/packs.
Please note, any damage or faults must be reported to our Customer Support team within 14 days of the goods being delivered.
What does ‘resalable condition’ mean?
To be considered ‘resalable’, the product must be in excellent condition and in its original packaging. There must be no marks or holes in the packaging and the original seal must be intact.
I’ve changed my mind – how do I cancel my order?
If you change your mind about your order before it’s been dispatched, simply get in touch and we’ll issue a full refund within 14 days.
If you want to cancel your order while it’s on its way to you, just get in touch and we’ll liaise with the courier to stop your order. We’ll then issue a refund minus any delivery expenses within 14 days.
If you change your mind after your order has been delivered, you’ll have 30 days from the date of delivery to return your items.
Will I be refunded the full amount I paid?
The refund issued will depend on when you cancel your order and whether the goods are returned in a resalable condition.
If you cancel your order before it’s dispatched, we’ll issue a full refund.
If you cancel your order while it’s on its way to you, we’ll issue a refund minus any delivery expenses incurred.
If you choose to return an item, we’ll issue a refund minus your delivery fee, provided the goods are returned in a resalable condition within the 30-day returns period.