Returns Policy
Returns & Refunds Policy
We work with selected manufacturers who ship products directly to you. Because return conditions vary by product range, the applicable returns terms depend on the product range you have ordered.
Nothing in this policy affects your statutory rights. If you are a consumer, you may have cancellation rights under the Consumer Contracts Regulations, except where goods are made to order, bespoke, or otherwise exempt.
Before returning any goods, you must contact us in writing so we can confirm whether the return is eligible and provide the correct return instructions.
How to request a return
Please email our customer service team with:
- your order number
- delivery address
- reason for return
- photos, where goods are damaged, faulty or incorrect
We will confirm whether your return is eligible and advise the next steps.
Important checks on delivery
Please inspect all goods as soon as they arrive and before installation.
If goods are damaged, incorrect or short on delivery:
- note the issue clearly on the delivery paperwork or handheld device at the time of delivery
- notify us as soon as possible
- provide clear photographs of the goods, packaging and labels
Claims may be rejected where goods are signed for as received in good condition and no issue is recorded at delivery.
Non-returnable items
Unless faulty or not as described, we do not accept returns for:
- bespoke or made-to-order products
- special order items sourced specifically for you
- discontinued or clearance lines
- opened, installed, used or damaged goods
- goods not in their original packaging
Flooring products are manufactured in batches, and natural variation in colour, grain, grade and texture is a normal characteristic of wood and engineered flooring.
Supplier returns terms
Ovara products
The following terms apply to products supplied under our Ovara brand.
Cancellations
Cancellations must be confirmed in writing and can only be accepted before goods are dispatched. Special order items from third-party suppliers must be cancelled before they are shipped from the manufacturer.
Returns
Returns due to customer error are only accepted on core stock lines and must be requested within 30 days of invoice. Returns after 30 days are not accepted.
The following are not accepted for return:
- bespoke items
- special order products
- discontinued lines
Where Ovara accepts a return:
- credit will be based on the resale value achieved for the goods
- a 15% handling charge will be deducted
- collection or transport costs will apply
- if goods are inadequately packed and are damaged in transit, only scrap value may be credited
Items more than 3 months old will not be considered.
Damaged or defective goods
All goods must be inspected before installation. Claims for visible defects cannot be accepted after the product has been fitted.
For damage in transit or delivery issues, a valid claim must normally be raised within 48 hours of proof of delivery. Ovara may require:
- a completed claim form
- a signed proof of delivery showing the issue
- photographic evidence
If the proof of delivery is signed without damage being noted, the claim may be rejected.
Deposits and special orders
Goods are reserved for a maximum of 14 days. A minimum non-refundable deposit of 20% may be required for orders with a confirmed delivery date more than 30 days ahead, subject to approval.
We reserve the right to cancel an order without notice if a confirmed delivery date or payment is not provided.
Boen products
The following terms apply to products supplied by Boen.
Returns
Boen returns are only accepted where all of the following conditions are met:
- you obtain a returns number before returning any goods
- goods are returned within 14 days of purchase
- goods are unopened and undamaged
- the goods value before deductions exceeds £150 net of VAT
All accepted returns are subject to:
- a 20% handling charge
- transport costs
- any customs costs or duties where applicable
Returns are made at the customer’s cost to the dispatch warehouse in Lithuania, unless collection is arranged on your behalf. If collection is arranged, the shipment cost will be deducted from any credit due.
If returned goods are inspected and found to be damaged, they may be rejected. If they are not collected within 14 days after notification, they may be disposed of without liability.
Delivery shortages or damage
Any shortages, damage or loss must be reported immediately and noted on the delivery paperwork or device at the time of delivery.
If the delivery is signed for without recording damage or shortage, the goods will be presumed to have been delivered in full and in good condition.
Product quality claims
If goods are defective, Boen requires written notice within 7 days of the defect being discovered, or when it reasonably should have been discovered in transit cases.
Boen may inspect the goods and may require them to be returned for examination. Where a valid claim is accepted, Boen may repair, replace or refund the goods.
Goods that have been used or installed may be treated as accepted, so all products must be checked carefully before fitting.
Refunds
Where a return or claim is accepted, refunds are made to the original payment method.
Refund timing depends on the product range and the type of return, but refunds or credits are usually processed after the goods have been received, inspected and approved.
Any applicable handling, collection, transport, customs or other agreed charges will be deducted from the refund or credit.
If returned goods are not in resale condition, are incomplete, or are damaged after delivery, we reserve the right to reduce or refuse the refund.
