Returns

1. Returns & Refunds Policy

Returns & Refunds Policy

We work with trusted manufacturers who ship products directly to you. This policy explains how returns and refunds work when ordering from our website.

Your Right to Cancel (Consumer Contracts Regulations)

If you are a consumer, you have the right to cancel your order within 14 days of delivery, unless the product is a special order or bespoke item.

To qualify for a return:

  • Items must be unused
  • Items must be in their original, unopened, and undamaged packaging
  • You must notify us in writing within 14 days of delivery

This reflects the return conditions applied by our manufacturers.

Non-Returnable Items

The following cannot be returned:

  • Bespoke or made-to-order products
  • Special order items sourced specifically for you
  • Discontinued or clearance products
  • Items that have been opened, installed, or damaged after delivery

Flooring products are often produced in batches, and colour/grade variations are a natural characteristic of wood and engineered flooring.

How to Request a Return

Before returning any goods, you must contact us first.

Please email our customer service team with:

  • Your order number
  • Delivery address
  • Reason for return
  • Photos (if goods are damaged or incorrect)

We will confirm whether your return is eligible and provide next steps.

Return Costs

  • Return shipping costs are the customer’s responsibility
  • Collection costs (where applicable) will be deducted from your refund
  • Return costs vary depending on product weight, pallet size, and location

Our suppliers may arrange collection directly, or we may ask you to return goods to a nominated depot.

Refunds

  • Refunds are issued within 14 days of the returned goods being received and inspected
  • Refunds are made to the original payment method
  • Any agreed return or collection costs will be deducted from the refund

If returned goods are damaged or not in resale condition, we reserve the right to refuse or reduce the refund.

Damaged or Incorrect Goods

Please inspect all deliveries on arrival.

If your order arrives damaged or incorrect:

  • Note the issue on the delivery paperwork
  • Contact us within 48 hours of delivery
  • Provide clear photographs of the issue and packaging

Failure to report damage within this timeframe may affect your ability to claim.