Returns & Cancellations

Q: What should I do if my order arrives damaged or incorrect?

Please email us promptly at help@floorwarehouse.co.uk with your order number, details of the issue and clear photographs of the products and packaging. Our team will review the information and advise you on the appropriate resolution and any necessary collection or return arrangements.

If you need to cancel an order or arrange a return, our team is here to help. Complete our returns form with your order number and details of your request, and we’ll guide you through the next steps.

Your order number can be found in your order confirmation email.

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

For full Terms & Conditions relating to returns, please click here.

Returns & Cancellations FAQs

Find answers to common questions about cancelling an order, returning products and receiving your refund.

Can I cancel my order before it is dispatched?

You may cancel your order for a full refund if your request is made within 14 days of placing the order and it has not entered the dispatch process. If the order has been held for an extended period at your request, a restocking charge may apply. Please contact us as soon as possible, as flooring orders are often prepared and allocated for delivery quickly.

How long do I have to return an order?

You may request a return within 30 days of delivery. Products must meet the conditions set out in our returns policy to qualify for a refund.

What condition must returned products be in?

Returned products must be unused, in their original packaging and in fully resaleable condition. Pack products must be returned as complete, unopened packs; we cannot normally accept opened packs or individual flooring boards for a change-of-mind return.

How do I arrange a return?

Please complete our returns form with your order number and details of the products you wish to return. Our team will review your request and confirm the return arrangements, including any applicable costs. Goods must be securely packaged to prevent damage during transit.

How is my return refund calculated?

Eligible returned products are refunded at their original purchase price. A 20% restocking charge may apply to returned pack products. Any return transport costs will be confirmed as part of the return arrangements.

When will I receive my refund?

Eligible refunds are processed within 14 days of the returned goods arriving at our warehouse and passing inspection.

What should I do if my order arrives damaged or incorrect?

Please email us promptly at [email protected] with your order number, details of the issue and clear photographs of the products and packaging. Our team will review the information and advise you on the appropriate resolution and any necessary collection or return arrangements.