The Flooring Empire

    Exchanges Policy

    Exchanges Policy

    Our exchange procedures are designed to reduce operational friction and protect the customer within clear parameters.

    1. Eligibility for Exchanges

    You may request an exchange when:

    • You ordered the wrong colour, style or quantity and wish to replace with another product; or
    • You received a product with defects, damage or an error in picking, and prefer an exchange instead of a refund.

    Exchanges are subject to:

    • Product availability, and
    • Compliance with the conditions below.

    2. Conditions for Non-Faulty Exchanges (Change of Mind)

    For exchanges not related to damage/fault:

    • Request within 14 days of delivery.
    • Goods must be unopened, unused, in original packaging, and in a resalable condition.
    • You are responsible for return shipping of the original goods, and any price difference between products.
    • A restocking fee may apply for large orders or palletised product, and will be communicated in advance.

    We reserve the right to refuse an exchange if the returned goods do not meet these conditions.

    3. Exchanges for Damaged, Faulty or Incorrect Goods

    If your order is damaged, faulty or incorrect:

    1. Contact us as soon as possible (ideally within 24–48 hours of delivery for visible issues).
    2. Provide order number, photos/videos of defects or damage, and batch/label details where available.
    3. Once validated, we will arrange collection or ask you to securely store the goods for carrier collection, and dispatch replacement goods within a reasonable timeframe, subject to stock.

    In approved fault/damage cases, exchange and related transport costs are covered by us.

    4. On Display In Store Products

    For products selected based on showroom displays and delivered to your address:

    • If the delivered product matches the specification confirmed at checkout, usual change-of-mind conditions apply.
    • If the product delivered does not match the specification agreed, we will treat it as incorrect supply and prioritise an exchange or replacement at no extra cost.

    5. How to Request an Exchange

    To start an exchange, email info@theflooringempire.co.uk with:

    • Subject line: “Exchange Request – [Order Number]”
    • Details of the product to return and the product requested as replacement.

    Our team will respond with confirmation of eligibility, operational steps, and any applicable fees or lead times.