1. Cancellation & Returns Window (Firm Terms)
Cancellation or return: All cancellations and returned goods are subject to a 20% restocking fee. Please note that once the goods are unpacked, the goods cannot be returned unless there is a quality issue. Returns can only be accepted within 1 calendar month after the delivery/release date.
- “Delivery date” = day your order is delivered to the address provided.
- “Release date” = day the order is made available for collection/dispatch (where applicable).
2. General Right to Return (Change of Mind)
- Request your return within 1 calendar month of the delivery/release date.
- Goods must be unopened, unused, in their original, intact packaging and in resalable condition.
- Once the goods are unpacked, change-of-mind returns are not permitted (unless a quality issue is confirmed).
We reserve the right to inspect all returned goods before approving any refund.
3. Items Not Eligible for Return
Unless faulty:
- Custom-made, made-to-order or bespoke products;
- Goods cut to a specific size/finish at your request;
- Clearance/end-of-line items clearly marked as non-returnable;
- Any product installed, cut, altered, or damaged after delivery.
4. Return Process
- Email info@theflooringempire.co.uk with order number, product details, reason, and photos (if applicable).
- We’ll confirm eligibility, return address, and any collection option.
- Goods remain your responsibility until received and inspected at our warehouse.
5. Costs, Fees & Refunds
- A 20% restocking fee applies to cancellations or change-of-mind returns.
- Original outbound delivery charges are non-refundable (unless required by law).
- Return shipping is the customer’s responsibility (unless faulty/incorrect supply).
- Once approved, refunds are processed within 7–14 working days via the original payment method.
6. Faulty, Damaged or Incorrect Items
- Report visible transport damage within 24–48 hours of delivery; latent faults within a reasonable period.
- Provide order number, photos/videos, and batch/label info where available.
- If validated, we will repair, replace, or refund (at our discretion and in line with UK consumer law) and cover reasonable return/replacement costs.
7. On Display In Store Orders
- If the delivered product matches the specification confirmed at checkout, the change-of-mind terms above apply (including the 20% restocking fee and no returns if unpacked, unless a quality issue is confirmed).
- If the product delivered does not match the agreed specification, we will prioritise exchange/replacement at no extra cost.