At Flooring Discount we pride ourselves on supplying premium quality flooring products, at great value. However, sometimes projects don't always go to plan, or you simply change your mind. Here are our easy terms for Returns and Cancellations.
Your Right To Cancel Or Return Your Purchase
If you change your mind, you can either cancel your order in writing providing your items have not been despatched or you may request to return either part or your whole order within 14 days of receiving your goods * To cancel your order before goods are shipped, you need to email us at hello@flooringdiscount.co.uk or call us on 01442 979676 so we can check the goods are not already in transit, and providing they have not been despatched, your order will be cancelled with immediate effect and a refund will be applied to your original payment method. This will be processed immediately, however please allow 4-7 days for the funds to be available in your account.
*once the 14 day cooling-off period has passed we will no longer be able to agree to return requests.
You may still cancel an order that is already in transit (orders are in transit on the day of delivery and for 24 - 72 hours prior to delivery), Orders that are are cancelled whilst in transit, will be recalled, however you will be liable for the return carriage charge of the goods back to us, plus a 20% restocking fee. We will advise you in writing, of the return carriage charge and once the goods have been received and booked back into stock, you will issued a refund, less the original carriage charge* you paid, plus the return carriage charge and any restocking fee agreed.
*Please note: for orders that qualify for Free Standard Delivery (valued at £69.99), our Standard Delivery Charge of £69.99 will be deducted from your final refund.
For all orders that have already been delivered, on written request, we can arrange a return for either part or the whole order**, providing the goods to be returned are unopened, undamaged and in a re-saleable condition, within 14 days of delivery. If you would to request a return, you must contact us in writing at hello@flooringdiscount.co.uk and advise us of:
-the original order number
-the full name the order was placed in
-the items you wish to return
-the reason for return
Once you have confirmed that the packs are unopened and in a re-saleable condition (this does not apply in cases of incorrect or faulty items), a return will be opened for your order. We will issue you with an authorised Returns Reference Number, and an address to return the goods to. **a 20% restocking fee will be levied against all authorised returns for business customers, and will be deducted from your final refund total.
You will be responsible for both returning the goods to us and for the full cost of the return. You must return each item unopened and undamaged and fully protect the goods, either by placing them back on the pallet they arrived on, using cardboard protection for the edges of the boxes and shrink wrap, or if you are only returning 1 pack, please use cardboard edge protection and bubble wrap to minimise the risk of damage or loss and ensure safe arrival back to us. We recommend using a professional, fully insured carrier service to cover yourself in case of loss or damage sustained in transit. Importantly, you must not attempt to return the goods to us yourself without notice and our prior authorisation, however please be aware that we generally do not allow general public access on site at our warehouse locations. Our warehouses are busy, working environments with many hazards, and are therefore not accessible to the general public for health and safety reasons. If you attempt to access the site personally with your items for return, they will be refused and your open return will be closed.
Should any of the goods be missing, damaged or opened, when they arrive back with us, we will be unable to offer a refund for these items and it would be down to yourself to raise a claim with the carrier service you have used.
Once your return request has been authorised, we will not accept returns back:
- 14 days or more after your returns number has been issued.
- without an authorised returns number
- unless returned with an Insured, reputable carrier
- If the packs are open, used or not in a re-saleable condition
- If the items arrive with us damaged
- If the items returned are different from your original order (incorrect items must be reported to us within 24 hours of delivery so that we may arrange a collection and replacement/refund) or not included in the original return you requested.
Should the goods be returned without a written request from you, and subsequent authorisation from us or the returns number has not been clearly displayed on the outside of the packaging, then the items will not be accepted and will returned back to you via your nominated carrier at your expense.
Once we are in receipt of your returned goods, they will be inspected to ensure they are able to be placed back into stock. Provided items are deemed to be in a re-saleable condition, you will receive a refund notification detailing the final refund amount issued. All refunds will be made back to your original payment method and can take 4 to 7 days to be available in your account. Please allow up to 10 days and do not contact us until this time has passed.
Should the return arrive back with missing or damaged items, we will notify you immediately and provide an image of the received return so you may open a claim with the carrier you have used. We will keep the damaged goods for 14 days, should the carrier wish to collect them, after which time they will be disposed of safely. If the entire return is damaged or missing, we will be unable to issue a refund, however should only part of the return be missing, and/or damaged, we will only issue a refund for the items that are received and are in a re-saleable condition.
Damaged/Faulty Goods
If, in the unlikely event, your order or part of your order, arrives damaged, you must notify us in writing within 24 hours from delivery. We request that you sign the delivery note as damaged or advise the driver to document the issue if you are not required to sign for your order, else replacement products may still be sent out but they will become chargeable*. Providing we have been notified within 24 hours, replacement product(s) will be sent out to you on the earliest delivery date available, at no extra charge. Should the items no longer be in stock, then a refund equivalent to the value of the item will be issued back to your original payment method in lieu of a replacement. Please be aware that we are unable to replace or refund any product items that are reported with damages to us once your order has been delivered and are then subsequently used in installation. In some instances we may request to collect any damaged items from you once replacements have been ordered, however we will advise you accordingly.
Once you have reported your delivery damages, please ensure you provide us with clear photographic evidence of each and every damaged item, including the outside of the packaging/box and the item/planks inside the box, and forward these in an email to us, at hello@flooringdiscount.co.uk at your earliest convenience. If part of your order is missing, we will investigate with our warehouse and contact you further, before sending out your missing product(s).
Should your order arrive with a manufacturing fault**, we ask that you report this to us as soon as possible and within 14 days of delivery. At the first sign of a fault, an experienced fitter, or yourself, in cases of home installation, should 'down tools' and the fault should be reported to us immediately. We will request that you provide us with clear photographic evidence, with a detailed statement explaining the alleged faults. Once this has been received by us, a member of our team will be in touch to arrange one of the following:
- A request for a sample piece of the flooring be sent to us so that an independent inspector can test the flooring.
- An independent inspector can be arranged at your expense, by us who will visit the location of the floor and inspect it (Should the flooring be deemed faulty, the cost of the inspection would be refunded, by us, along with the original cost of the floor, however should the flooring be deemed 'fit for purpose' no refund will be given for the inspection).
- A collection will be arranged and the flooring will be inspected by a manufacturers representative. Providing it is agreed the product is faulty, the goods would either be replaced without further cost to you or a full refund issued for the faulty packs**.
*We cannot accept claims for missing or damaged goods, once the carrier has left the delivery address, unless they have been signed for as such.
** Please note, where it is deemed there is no manufacturing fault, all replacement products become chargeable.
Please Note: We cannot accept claims for damaged products once they have been used or fitted, or where they have not been reported to us immediately.(This includes floors that have been laid and then taken up after fitting). In cases where a fault appears after installing or after the flooring has been down for some time, please refer to the Manufacturers Warranty or contact us for guidance.
Products That Cannot Be Returned
We cannot accept returns for Accessories including Scotia and Incizo Profiles, Glue, Liquids, Screed, Tools, Tubs, Bags and LVT Design/Feature/Inlay Strips. Also Special Orders cannot be cancelled, nor returned unless they are damaged or faulty. This included items that have been specifically ordered in for you. In this instance, please contact us on 01442 979676.
Failed Deliveries
You will be sent a shipping notification via email and a further email to advise you of the delivery date for your order. Please check your Junk/Spam folders as emails often find their way here depending on your email settings. We use an all day delivery service and cannot guarantee an AM or PM delivery time. On the day of delivery, where available, you will also receive an email and/or text ETA notification from the carrier, which will give you a 2 hour time window for delivery. If we are unable to deliver your goods due to non-notification of weight restrictions/access issues at or near your address, where there is inadequate help available, no one is home, goods are refused or the order is cancelled whilst in transit, then you will be liable for any additional carriage charges incurred for re-delivery. Where the goods are unable to be delivered, and we are unable to make contact with you, the order will be returned to us, at your cost, and refunded minus charges, once your order has been received. An additional 20% restocking fee will be deducted from your final refund total, along with the original carriage charge paid and delivery return charge of £59.00. All returned in transit orders that qualified for free standard delivery (valued at £69.99), will also be charged the original delivery fee in full and this will also be deducted from your final refund total.
If you would like further clarification on any of our terms and conditions outlined above, then please drop us an email at hello@flooringdiscount.co.uk and a member of the team will be in touch.
