Returns & Cancellation Policy
Our returns and cancellation policy
We pride ourselves in supplying top quality goods at great value – and we like to think our reviews prove this. However, sometimes things just don't go to plan and we understand that people change their minds.
If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund. Before returning, please contact our customer service team and they’ll supply you with a returns number. Any returned goods must be complete, unused, and in "as new" condition. Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately any items received that are damaged or not packaged correctly will not be accepted back into stock.
We are also happy to accept back any flooring or accessories left over after completing your installation for a small 25% restocking fee (restrictions may apply for special order items). To do this, please contact our customer service team who will be able to assist you. Email: Returns@flooringvillage.co.uk
Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense. Any returned goods must be complete, unused, and in "as new"condition.
If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and we will make all the necessary arrangements to have the goods replaced.
If your order arrives as arranged but we're unable to deliver because there's nobody home, the goods are refused, there's inadequate help available, or the order is changed/cancelled within 48 hours of your delivery, you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is £39.99 plus vat.
Please note – unfortunately, we can’t accept products which are bespoke, made to your specifications or cut from a roll unless they’re faulty.
Flooring Returns Restrictions
We are not obliged to accept any returns – whether partial or complete – after 14 days after ordering. However, we will always try our best to accept back stock in any situation where it’s possible. Ultimately, returns are only accepted at the discretion of a management level staff member.
Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us, at your expense, in complete, unused, and in "as new" condition and within 14 days.
If you have any concerns, please give us a call before you order and we will be happy to explain any restrictions on your product choice.
We are only able to accept back orders if the product:
- Is an item we keep in stock in one of our warehouses.
- Is an item which we regularly sell.
- Is returned in full packs – no partial packs will be accepted.
- Is in perfect condition.
We aim to refund customers within 14 days after receiving goods back in our warehouse, or in the case of orders cancelled before dispatch, as soon as we receive written confirmation of your intention to cancel your order.