Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@floorsuppliesonline.co.uk. Please note that returns will need to be sent to the address we provide you when we respond.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@floorsuppliesonline.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@floorsuppliesonline.co.uk.

Returns

If you change your mind, that’s no problem, you have the right to notify us of your intention to return eligible items within 14 days of delivery. Please email hello@floorsuppliesonline.co.uk titled return and your order number.

Once you have notified us of your intention to return, you then have a further 14 days to send the goods back.

Returned items must be unused, in their original condition, and in their original packaging where reasonably possible. We reserve the right to make deductions where returned goods show signs of use, handling beyond what is necessary, damage, or incomplete packaging.

Some items may be non-returnable or subject to separate return conditions, including made-to-order, bespoke, special-order, or clearly personalised products. Where this applies, it will normally be stated on the product listing or confirmed at the time of order.

Refunds

Approved refunds will be made to the original payment method used for the purchase.

Card refunds are subject to normal banking timescales and may take up to 14 working days to appear, depending on your payment provider.

Refunds made by bank transfer may take up to 5 working days once processed, depending on the receiving bank.

Your Statutory Rights

This policy is provided in addition to your statutory rights under applicable consumer law.

If you have any questions about delivery, returns, or eligibility before placing an order, please contact our team and we will be happy to assist.