Refund policy

Discount Flooring Superstore

We want you to order with confidence. Please read the following carefully before placing your order.

1. Returns Window (Consumer Orders)

  • Returns are accepted within 14 days of delivery, in line with the UK Consumer Contracts Regulations
  • You must notify us of your intention to return within this 14-day period

2. Condition of Returned Items

To be eligible for a return:

  • Items must be unused, unopened, and in original packaging
  • Flooring must be returned in full packs only (part packs cannot be accepted)
  • Products must be in resaleable condition

We reserve the right to refuse returns where items show signs of use, damage, or repackaging.

3. Return Shipping

  • Customers are responsible for all return shipping costs
  • Returned goods remain the customer’s responsibility until received and inspected by us
  • We strongly recommend using a tracked and insured courier service

4. Restocking Fee

  • All approved returns are subject to a 10% restocking fee
  • This will be deducted from your refund to cover handling, inspection, and reprocessing costs

5. Non-Returnable & Final Sale Items

The following items cannot be returned:

  • Final Sale items
  • This includes one specific collection clearly marked as Final Sale on our website
  • Samples
  • Any items that have been cut, installed, altered, or used

6. Damaged or Faulty Goods

Please inspect your order upon delivery.

  • Any damage or faults must be reported within 48 hours of delivery
  • Claims made after installation cannot be accepted
  • You must provide:
  • Your order number
  • Clear photographs of the damage or fault
  • Photos of the packaging (where applicable)

If a manufacturing fault is confirmed, we will offer a replacement or refund in accordance with your statutory rights.

7. Refunds

  • Refunds are processed once returned items have been received and inspected
  • Refunds are issued to the original payment method
  • Original delivery charges are non-refundable
  • Processing time may take up to 7 working days after inspection

8. Trade Customers

  • Returns from trade or business customers are accepted at our discretion
  • Trade orders are subject to the same restocking fee and return conditions
  • Custom orders, bulk orders, and specially sourced products may be non-returnable

9. Colour & Finish Disclaimer

  • Colour and finish may vary due to screen settings and lighting
  • We strongly recommend ordering samples before purchasing full packs
  • Variations in shade between batches are considered normal within industry tolerances

10. How to Request a Return

To request a return, please contact us within 14 days of delivery with:

  • Your order number
  • Reason for return

Returns sent without prior authorisation may not be accepted.