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Flooring Returns Restrictions

After 14 days from the time you placed your order, we are not permitted to accept any returns, partial or complete. However, where it is possible, we will always make every effort to accept back stock. In the end, refunds are only accepted at the discretion of a staff member at the management level.

Please keep in mind that you are always responsible for returning the goods to us, at your expense, in complete, unused, and "as new" condition, within 30 days of purchase, in cases where there is no manufacturing problem.

Before placing your order, please phone us with any questions you may have. We'll be pleased to go through any outcomes on the products you can choose.

We can only take back orders for a product if it:

  • is a product that we always have on hand in one of our warehouses.
    is a product that we frequently sell.
    is returned in complete packs; incomplete packs will not be accepted.
    is in fine condition.

Also, because back carpets are cut to fit, we regretfully cannot accept them under any circumstances. As this is made to make the flooring as secure as possible in transit, we highly advise that goods be returned to us in their original packing.

Returning Goods to Us

We are currently accepting some returns at our Croydon store. Please call our staff at 0800 999 8100 to arrange a return authorisation number before returning your purchases.

After the customer support team has approved your return, you can deliver the items to the specified location Monday to Friday between the hours of 9:00 and 17:00, and our staff will be pleased to help.


If an order is cancelled before it is shipped, we aim to repay consumers as soon as we receive written confirmation of their decision to cancel their order, which we usually do within 14 days of receiving the returned products in our warehouse.

Top Tips

Here are some suggestions for preventing returns in the first place, which will enable you to finish laying your floor more quickly:

Avoid placing your flooring purchase too early. We're delighted to hold onto stock until you're prepared to receive the flooring if you want to stay inside the 14-day returns window. Just give us a call to attempt to make this happen.

Your room should be measured. A precise measurement of your space will help you avoid having to buy more flooring or send back extra inventory. Although we've provided a helpful guide here, if you still have any questions, just give us a call and we'll be happy to assist you.

Always request a sample first. To give you a better idea of how the floor will look, we often provide samples, most of which are free of charge. We have also introduced huge samples for a variety of our flooring. Please keep in mind that because our floors are manufactured from or inspired by natural materials, there will be variations in the grain, colour, and shade. As an alternative, you can visit one of our five excellent stores, each of which has lovely floors and supportive staff.

Make sure all of your accessories are in order. In most cases, we also provide accessories that match with the site's floors. Often, these are immediately suggested once your flooring is added to the basket, but if you have any questions or are unsure of which accessories go with which flooring, please give us a quick call to double-check, and we'll be happy to help.