Returns & Refunds

We aim to supply high-quality flooring and accessories exactly as described. Please read the information below carefully before placing your order.

Standard Stock Items

For standard, non-bespoke products purchased online, you have the right to request a return within 14 days of delivery, in line with UK distance selling regulations.

To qualify for a return:

• Items must be unopened, unused and in original packaging

• Goods must be in resalable condition

• Returns must be authorised before being sent back

Return shipping costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.

We reserve the right to refuse returns that do not meet these conditions.

Due to the nature of flooring products, we strongly recommend checking quantities and specifications carefully before ordering.

Bespoke & Made-to-Order Products

Bespoke, custom-finished, special order, or made-to-order products are non-returnable and non-refundable unless faulty.

This includes any product manufactured, finished or supplied specifically to your requirements.

Once production or ordering has commenced, cancellation is not possible.

Please ensure all details are correct before confirming bespoke orders.

Damaged or Faulty Goods

All goods must be inspected upon delivery.

If there is visible damage:

• Note it clearly on the delivery paperwork

• Take clear photographs

• Notify us within 24 hours

If goods are found to be faulty after opening, notify us as soon as possible.

Under UK consumer law, you are entitled to a repair, replacement or refund for faulty goods. We will assess the issue promptly and advise on the appropriate resolution.

Failure to report delivery damage within 24 hours may affect the outcome of any claim.

Return Procedure

If you wish to request a return:

Contact us within 14 days of delivery.

Await written confirmation and return instructions.

Return goods within 14 days of approval.

Refunds are processed within 7–10 working days of receiving and inspecting returned goods.

We do not accept unauthorised returns.

Non-Returnable Items

The following cannot be returned unless faulty:

• Bespoke or made-to-order flooring

• Custom-finished products

• Opened adhesive, oils or finishing products

• Installed flooring

Important

We strongly recommend ordering samples before committing to large purchases. Colour and finish may vary depending on lighting and installation environment.

By placing an order, you agree to these return conditions.

→ Contact Us
→ Request a Quote