Returns & Cancellation Policy

We aim to supply high quality goods for every single order, however sometimes people change their minds, or things just don't go quite to plan.

If you do decide to return your order, you have up to generous 41 days after the day of delivery for a full refund (excluding any postage and return costs). You must contact our customer service team beforehand, and they will supply you with a returns number. Please ensure all goods are well-protected and packaged well to keep them safe on their way back to us. If returned items do get damaged in transit the cost of the damages will be deducted from the total amount to be refunded. You are responsible to for the return postage costs to us.

The 41 days return policy is only applicable to orders placed online.

Please note that in all situations, you are responsible for returning the goods to us, at your expense, in complete, unused, and in "as new" condition and within 41 days of purchase.

We can have a pallet courier collect, place on a pallet, securely wrapped and returned to us. The couriers minimum charge for this service is from £75 for single size pallets and from £125 for double size pallets (longer boxes over 1.2m). There are some areas in the country with higher costs such as London areas and further away points from our depot. We would determine the accurate cost on each request by getting a quote from our courier partners at the time.

Any courier return costs would be deducted from your refund, if the return costs is higher than the potential refund then we would not be able to organise a return on your behalf, and you would be responsible yourself to have them returned to us.

If any of your products are delivered with a manufacturing fault, please contact our Customer Services team as soon as possible (within 7 days) and we will make arrangements to have the goods replaced for you. Please note that we may require photo evidence to validate the manufacturing fault, and in some occasions a representative from the manufacturer would visit your property to inspect the product.

If we are unable to deliver your order because nobody is home, the goods are refused or the order is cancelled whilst in transit (this is 72 hours before your delivery date), you will be liable for any additional costs incurred for the goods either being returned to our depot or re-delivered, re-delivery costs would be from £45 and is non-negotiable.

All returns must be in re-sellable condition, opened boxes can not be re-sold, items sold in pairs such as herringbone flooring with A and B packs must be returned in pairs, if herringbone boxes aren't returned in pairs then they will not be included in your refund.

You MUST take multiple photos of the goods being returned as they are being loaded onto the couriers collection van/wagon. If any items are damaged during return, and you do not have photo evidence then we can not refund for any damaged items during transit. If you have photos of the products in sellable condition before being loaded and they are damaged in transit, we can claim from our collection couriers insurance.

Please note that in store orders have a maximum of 14 day return policy, this excludes special order and custom ordered items which are non-refundable. Please see your in-store receipt for full terms.