Returns & Refund Policy

We understand that project requirements can change. If you have surplus packs or need to return an order, we're here to help.

Returning Your Order

If you wish to return any products, please contact our customer service team or complete our Returns Request Form within 30 days of receiving your goods.

Once approved, we will provide return instructions and any documentation required to process your return.

Conditions of Return

To qualify for a refund, products must:

• Be returned within 30 days of delivery.
• Be in their original packaging.
• Be unused and in fully resalable condition.
• Include all labels, seals and barcodes intact.
• Be accompanied by any required returns documentation.

For inspection purposes, no more than one box should be opened. Opened, used, altered or damaged products may not qualify for a refund.

Returned goods that arrive damaged due to inadequate packaging may be rejected or subject to a deduction from the refund amount.

Cancellation Policy

Before Dispatch

If you cancel your order before it has been dispatched, a full refund will be issued within 14 working days.

Any deposit paid is fully refundable within 14 days of placing the order.

After Dispatch

If your order has already left our warehouse but has not yet been delivered, any refund may be reduced by costs incurred in processing and transporting the order.

After Delivery

If you have accepted delivery, goods must be returned to our warehouse at your own expense before a refund can be processed.

Refunds

All returned goods will be inspected upon arrival.

Once approved and confirmed to be in a resalable condition, refunds will be processed within 14 working days.

We reserve the right to reduce or refuse a refund where goods are returned damaged, incomplete, used, or not suitable for resale.

Damaged or Faulty Goods

Please inspect your delivery as soon as it arrives.

If any items are damaged in transit:

• Sign the delivery as damaged where possible.
• Take photographs of the affected goods and packaging.
• Notify us within 14 days of delivery.

Where a product is believed to be faulty, we will investigate the issue and advise you of the outcome as quickly as possible.

Exclusions

The following products are generally non-returnable:

• Clearance or end-of-line products
• Bespoke or special-order items
• Used or altered products
• Partial returns of single product packs

Leftover Materials

Unused leftover flooring and accessories may be returned subject to approval.

A restocking charge may apply to accepted returns. Any applicable charge will be confirmed before the return is authorised.

Important Information

• Returned goods remain your responsibility until they reach our warehouse.
• Customers are responsible for arranging and paying for return transportation.
• We recommend using a tracked delivery service and retaining proof of shipment.
• Please reuse the original pallet where possible, as this helps us safely return products to stock.