Returns

Before you order: try a free sample

The best way to be sure of a floor is to see it at home. You can order up to five free samples, posted free. You don’t need to return them.

Your right to cancel

If you buy from us as a consumer, you can cancel your order for any reason within 14 days of the day you receive it. You can also cancel at any time before it is delivered.

To cancel, send us a message using our contact form with your name, order number and the words “I want to cancel my order”. You can also write to us at 1 Leslie Road, Winsford, CW7 2RB. You don’t have to give a reason.

If your order hasn’t been delivered yet

Tell us as soon as you can. If we can stop the delivery, we will refund you in full. If your order is already on its way, we will arrange for it to come back to us and refund you once it has.

If you already have your floor

• Tell us within 14 days of receiving your order that you want to cancel.
• Send the flooring back within 14 days of telling us. We can arrange collection for you, or you can arrange your own carrier.
• You pay the cost of returning it. Flooring is heavy and goes back on a pallet, so the cost can be significant. If you would like us to collect it, we will tell you the cost first and take it off your refund.
• Please return the full order, in its original packs, to 1 Leslie Road, Winsford, CW7 2RB.

The condition of returned flooring

You can open a pack to look at the flooring, in the same way you could in a shop. Please keep it in a condition we can sell again: don’t cut, glue, fit or mark any planks, and keep packs dry and flat.

If the flooring has been handled more than you would need to look at it, or has been cut, stuck down or fitted, we may reduce your refund to cover the loss in value. If you think you may return a floor, we recommend you keep the packs sealed.

Your refund

• We refund you within 14 days of receiving the flooring back, or of you showing us that you have sent it, whichever is sooner.
• We refund the price you paid for the flooring. Delivery to you is free, so there is no delivery charge to refund.
• We refund to the card or payment method you used. We don’t charge a fee for refunds.
• If you cancel before delivery and we have stopped your order, we refund you within 14 days of you telling us.

Damaged, faulty or wrong items

If anything arrives damaged, faulty or not what you ordered, please tell us using our contact form within 48 hours of delivery if you can, with photos. Don’t fit it. We will replace it or refund you, and we will cover the cost of putting it right.

This doesn’t affect your legal rights. Under the Consumer Rights Act 2015, flooring must be as described, fit for purpose and of satisfactory quality. If it isn’t, you can ask for a refund within 30 days of delivery, or a repair or replacement after that.

Buying for a business

The 14-day right to cancel is a consumer right, so it doesn’t apply if you buy for a business. If you need to return something, contact us and we will do our best to help.

Questions

Send us a message using our contact form. Our terms and conditions have the full detail.