Returns

 

In the unlikely scenario your new flooring arrives, and something isn’t right, our 14 day returns guarantee on all orders has got you covered. We understand that sometimes you change your mind, so here’s everything you need to know about returning your order.

I’ve Changed My Mind

If your order has yet to be dispatched, you will have up to 14 days to cancel in order to receive a full refund (minus any delivery costs incurred once delivered).

If your order has been dispatched or delivered, however you no longer need it, we’re happy to accept this back. Our 14 day returns guarantee means you can return your order within 14 days from the date of delivery. Any returned items must be unopened and in their original condition to be eligible for a full refund.

If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:

  • Your sales order number (this can be found on your order confirmation email)
  • Your contact details

Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 5-7 days.

 

Clearance products

Our full range of clearance products will be mixture of remnants, rolls ends and overstocks. Remnants and roll ends are sold as seen and available whilst stocks last. They are not eligible for refunds or exchanges. Management reserve the right to withdraw clearance products without prior notice Trade discounts are not applicable on clearance products

 

Bespoke Orders & Specially To Order Products

We produce bespoke profiles & nosings, therefore, if you have something that is bespoke made, then we unfortunately cannot accept a refund. This applied to skirting boards, thresholds, window sills and anything machined with a solid oak piece as an accessory. Due to the nature of each product, we machine to order and cannot accept these once sent. Unless they arrive and are marked down as damaged on delivery. 

 

Re-Stocking Fee 

 

We do however charge a restocking fee should you decide that you do not want a order once it is received. This is between 20-25% of the total order. This also applies to products if you have received the correct flooring but that shade is slightly different but you have ordered and received the correct flooring. Due to the natural of wood flooring, the grain and colour shade can be different per board. Therefore, going from a small sample will not always give you the full colour range of our products.  If you have ordered a bespoke machined product, we unfortunately do not offer returns on these products. 

We accept returns within a 30 day period, anything after the 30 day period is subject to handling fees per product or a refusal for a returns acceptance.

 

My Order Arrived Damaged

 

In the unlikely event your order arrives damaged, please accept the delivery and sign for the goods as damaged. At your earliest convenience, please get in touch with our Customer Care team to arrange a suitable replacement.

If you notice a problem after signing for delivery, then please contact us at the earliest opportunity to arrange a replacement or refund and we’ll get this arranged for you. We do advise you check your packs upon arrival to avoid any unnecessary delays with your project.

If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:

  • Your sales order number (this can be found on your order confirmation email)
  • Your contact details
  • Photos or videos of the damage/fault

Please note: You’ll be required to provide visual evidence of the fault before your replacement or refund can be processed.
A replacement will be sent out to you at the earliest available delivery date. If you’ve requested a refund, this will be processed within 14 days. You wmay not be expected to return the damaged packs to us, please dispose of these safely.

 

Ways of Returning

We have different ways of returning your goods to us. You can return these via dropping any items back to our warehouse in Pembrokeshire. Please contact us before, as we do hold stock in other locations and items might be required to be returned to the correct warehouse. 

We can arrange for a carrier to collect your goods on a day that suits you. Please note that if any goods are to be collected, that a charge will be incurred depending on the size and quantity you are returning. 

We do not offer a free collection service for returning any unwanted or unused goods. If you have more the 3 boxes of flooring, then you could be charged a half rate pallet charge in order for the goods to be returned. We will always give you the cheapest possible return option. If you have received free delivery, this doesn’t mean you will receive free delivery on returns. 

Any returns will be refunded minus any delivery charges incurred. 

For further prices on collection and refund enquiries, please call our office on 01646 687064.