Returns & Cancellations

Orders Before Dispatch:

You may cancel your order within 14 days of placing the order for a full refund, provided the order has not entered the dispatch process.

Please note that many flooring orders are dispatched quickly due to stock allocation and pallet booking processes.

Orders After Dispatch or Delivery:

If you change your mind after your order has been dispatched or delivered, you may request a return within 30 days of delivery, subject to the conditions below.

To qualify for a refund, returned goods must be:

• Unopened and unused
• In their original packaging
• In fully resaleable condition

Eligible returns will be refunded at the original purchase price, including sale items.

Please Note:

• Return shipping costs are the responsibility of the customer
• Original delivery charges are non-refundable once the order has been dispatched
• Pack products are subject to a 20% restocking charge, deducted from the refund
• Refunds are processed within 14 days of the returned goods arriving back at our warehouse and passing inspection

Packaging and Shipping:

Please ensure returned goods are securely packaged to prevent damage during transit.

The goods remain the customer’s responsibility until safely received at our warehouse. We strongly recommend using an insured delivery service, as we cannot refund items damaged during return transit.

All returned goods are inspected upon arrival. Any items returned damaged, opened, used, or not in fully resaleable condition may be refused or subject to deductions from the refund.

“Trade Choice” Products Return Policy

Our standard returns policy applies to all purchases, including “Trade Choice” products, which are offered at discounted rates for larger volume orders.

The following additional terms apply:

•  If a return reduces the retained quantity below 100m², the remaining order may be recalculated at the standard retail price (RRP)
• A 20% restocking charge applies to returned products, in line with our standard returns policy
• Products must be returned unopened and in fully resaleable condition to qualify for a refund