Returns and cancellations

Cancelling an online order

If you bought online as a consumer you have 14 days from receiving your flooring to tell us you want to cancel, and a further 14 days to return it. Tell us before the flooring is installed — once boards are cut or laid they cannot be returned.

Returning surplus packs

• Packs must be unopened, undamaged and in their original packaging.
• Keep packs flat and dry indoors while they wait for collection.
• Quote your order number so we can match the return to the right batch.
• Unless the flooring is faulty or wrongly supplied, the cost of returning it is yours. We can arrange a collection and deduct the carrier cost from your refund.

What cannot be returned

Made-to-order, bespoke-finished and cut-to-length items are produced specifically for you and are not returnable unless faulty. Opened packs, part packs and installed flooring are also non-returnable. Fitting services already carried out cannot be refunded.

Faulty or wrongly supplied flooring

Inspect every delivery before fitting. If something is damaged, faulty or not what you ordered, contact us within 48 hours with photographs and your order number and we will replace it or refund it in full, including delivery. Please do not install flooring you believe is faulty — installing it is treated as accepting it.

Refunds

Once we receive and check the returned packs we refund to your original payment method, normally within five working days. Refunds cover the price of the returned items and, where you cancel the whole order, the standard outbound delivery charge.

Start a return

Contact us with your order number, what you would like to return and why. We will confirm the next steps the same working day wherever possible.