Refund policy

We offer a 30-day return policy, which means you have 30 days after receiving your flooring to request a return.

Eligibility for Returns

To be eligible for a return:

  • The flooring must be unused and unopened

  • Packs must be in their original packaging

  • Items must be in a resalable condition

  • You must provide proof of purchase (order confirmation or receipt)

Due to the nature of flooring products, we cannot accept returns on:

  • Opened packs

  • Part-used packs

  • Installed flooring

  • Damaged items caused by improper storage or handling after delivery

How to Start a Return

To request a return, please contact us at:

sales@totalwoodflooring.com

Returns must be authorised before being sent back. Items returned without prior approval will not be accepted.

If your return is approved, we will provide instructions on how and where to send your goods.

Please note:

  • Return shipping costs are the responsibility of the customer

  • Original delivery charges are non-refundable

  • We recommend using a tracked and insured delivery service

Damages & Issues

Please inspect your order carefully upon delivery.

If your flooring arrives damaged, defective, or incorrect, contact us immediately at:

sales@totalwoodflooring.com

We may request photos to assess the issue and arrange a suitable resolution.

Claims for damaged or incorrect goods must be made within 48 hours of delivery.

Exchanges

We do not offer direct exchanges.

If you would like a different product, please return the original item (if eligible) and place a new order once the return has been approved.

Custom & Special Orders

The following items are non-returnable:

  • Custom-cut flooring

  • Special order products

  • Clearance or sale items

European Union – 14 Day Cooling-Off Period

If your order is being delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receipt, without providing a reason.

Returned items must be:

  • Unused

  • Unopened

  • In original packaging

  • In resalable condition

Proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note:

  • It may take additional time for your bank or credit card provider to process the refund

  • If more than 15 business days have passed since approval, please contact us