Returns & Refunds
We want you to be completely happy with your purchase. If you need to return an item, here's everything you need to know.
14 Day Returns
Return within 14 days of delivery for a full refund
Unopened Only
Products must be in original, unopened packaging
Customer Arranged
You arrange the insured return courier
How to Return an Item
Request a Return Number
Before returning any items, you must obtain a Return Merchandise Authorisation (RMA) number. This helps us process your return quickly and efficiently.
Request Return OnlineArrange Your Courier
You are responsible for arranging and paying for the return delivery. Due to the size and weight of flooring products, we recommend using an insured pallet courier service.
Pack & Label
Ensure products are securely packaged in their original packaging. Clearly mark your RMA number on the outside of all packages. Ship to our returns address (provided with your RMA).
Refund Processed
Once we receive and inspect your return, we'll process your refund within 5-7 working days. Refunds are made to your original payment method.
Return Conditions
- Unopened boxes in original packaging
- Items returned within 14 days of delivery
- Products with a valid RMA number
- Full packs only (no partial boxes)
- Items in resaleable condition
- Opened or used flooring
- Cut or fitted materials
- Items without an RMA number
- Returns after 14 days
- Damaged packaging (unless reported on delivery)
- Special order or custom items
- Sample products
Damaged or Faulty Items
If your order arrives damaged or you discover a manufacturing fault, different rules apply:
- Report within 48 hours of delivery for visible damage
- Take photographs of any damage before signing for delivery
- Sign as "damaged" if you notice issues on delivery
- We arrange collection for confirmed damaged/faulty goods at no cost to you
Manufacturing faults discovered after fitting should be reported immediately. Do not continue installation if you notice defects. We may require samples or photographs to assess warranty claims.
Refund Information
What's Refunded
- • Full product price for returned items
- • Original delivery charge (if whole order returned)
What's Not Refunded
- • Return shipping costs (your responsibility)
- • Original delivery on partial returns
Refund Timeline
- • Inspection: 1-2 working days after receipt
- • Processing: 5-7 working days after approval
- • Bank: Allow 3-5 days for funds to appear
Payment Method
- • Refunds go to original payment method
- • Card refunds to original card
- • Bank transfer if card expired
Need Help With a Return?
Our customer service team is here to help