Refund policy

Please read these terms carefully before placing an order.

By placing an order with Discount Flooring Superstore, you confirm that you have checked the product details, quantity required, delivery information and suitability of the flooring for your intended installation.

Nothing in these terms affects any statutory rights that cannot legally be excluded.

1. Online Consumer Orders

If you are purchasing as a consumer through our website, you may cancel an eligible order within 14 calendar days of receiving the goods.

You must notify Discount Flooring Superstore of your decision to cancel within this 14-day period.

Once cancellation has been notified, the goods must be returned to us within a further 14 calendar days.

The customer is responsible for arranging and paying for the return of change-of-mind goods unless we have expressly agreed otherwise.

2. Return Condition

Customers must take reasonable care of goods while they are in their possession.

For discretionary returns, surplus flooring or returns outside statutory cancellation rights, goods will only normally be accepted where they are:

Unused
Uninstalled
Uncut
Unaltered
In complete packs
Unopened
In the original undamaged packaging
In fully resaleable condition

Part packs will not be accepted for discretionary returns.

Where a statutory online cancellation applies, the customer may inspect the goods to the extent reasonably necessary to establish their nature, characteristics and appearance.

Where goods have been handled beyond what would reasonably be necessary for inspection and their value has been reduced, Discount Flooring Superstore reserves the right to make an appropriate deduction from the refund as permitted by law.

3. Return Transport

Unless goods are faulty, damaged in transit, incorrectly supplied or we have expressly agreed otherwise, all return transport costs are the customer's responsibility.

Discount Flooring Superstore is not responsible for arranging collection of change-of-mind returns. Flooring is heavy and return transport may be expensive. Customers should consider this before ordering. Goods remain the customer's responsibility until they have been safely received by Discount Flooring Superstore. Customers must ensure returned goods are suitably packaged and protected during transport.

We strongly recommend using a tracked and appropriately insured courier or pallet service.

4. Restocking Fee

A 10% restocking and handling fee may apply where a return is accepted at the discretion of Discount Flooring Superstore.

This includes, but is not limited to:

Returns outside statutory cancellation rights
Surplus flooring
Partial-order returns
Trade and business returns
Returns accepted as a goodwill gesture
Other discretionary returns

The charge contributes towards handling, inspection, administration, warehouse processing and returning goods to saleable stock.

A restocking fee will not be deducted where a consumer validly exercises a statutory right to cancel an eligible online order within the applicable legal cancellation period.

5. Returns Outside the Cancellation Period

Discount Flooring Superstore is under no obligation to accept change-of-mind returns outside the applicable statutory cancellation period.

Any such return is entirely at our discretion.

Where we agree to accept a return outside the cancellation period:

Only complete unopened packs will normally be accepted
Goods must be in perfect resaleable condition
The customer must pay all return transport costs
A 10% restocking fee may apply
Acceptance must be agreed with us before the goods are returned

Acceptance of one discretionary return does not create an obligation to accept future returns.

6. Surplus Flooring

Customers are responsible for calculating the amount of flooring required for their project. Any calculator, quantity estimate or guidance provided by Discount Flooring Superstore is an estimate only.

We recommend confirming required quantities with your installer before ordering.

Surplus flooring is not automatically returnable.

Where Discount Flooring Superstore agrees to accept surplus flooring, it must normally be:

In complete packs
Unopened
Unused
Undamaged
From a current stocked product
In fully resaleable condition

Approved surplus returns may be subject to a 10% restocking fee, and the customer is responsible for all return transport costs.

7. Final Sale, Clearance and Special Orders

Products described as Final Sale, Clearance or similar may be excluded from any additional voluntary returns policy offered by Discount Flooring Superstore.

This does not remove statutory rights that legally apply to consumers.

Products made, cut, altered, personalised or specially sourced to a customer's specification may be non-returnable where permitted by law.

Special orders and bespoke orders should therefore be checked carefully before purchase.

8. Samples

Samples are intended to help customers assess colour, pattern, texture and appearance before purchasing full quantities. Samples may be excluded from our voluntary returns policy.

We strongly recommend ordering a sample before purchasing where colour or appearance is important.

9. Inspection on Delivery

Customers must inspect their order as soon as reasonably possible after delivery.

Before opening or installing flooring, customers should check:

Product
Colour
Design
Quantity
Pack size
Batch numbers where relevant
Packaging condition
Visible damage
Obvious manufacturing defects

If the wrong product has been supplied, visible damage is present or an obvious defect is identified, installation must not begin and Discount Flooring Superstore should be contacted immediately.

10. Delivery Damage

Visible delivery damage should be reported as soon as possible and preferably within 48 hours of delivery.

Prompt notification allows us to investigate the matter with the delivery company.

Please provide:

Order number
Description of the damage
Clear photographs of the affected goods
Photographs of the packaging
Photographs showing the condition of the delivery where relevant

The 48-hour reporting request does not remove any statutory rights that cannot legally be excluded.

11. Faulty Goods

If you believe flooring is faulty, stop installation and contact Discount Flooring Superstore.

Do not continue fitting flooring where an obvious fault has been identified.

We may request reasonable evidence to investigate a claim, including:

Photographs
Videos
Product or batch information
Details of the subfloor
Adhesive information
Installation method
Site conditions
Installer details

Where appropriate, we may require the flooring to be inspected before a remedy can be determined.

Installation of flooring with an obvious visible defect may be taken into account when assessing the claim and the appropriate remedy.

This does not affect statutory rights relating to defects that could not reasonably have been identified before or during installation.

12. Installation Responsibility

The customer and/or installer is responsible for confirming that the flooring is suitable for the intended location and installation method.

Before installation, responsibility should be taken for checking:

Subfloor suitability
Moisture levels
Floor preparation
Adhesive compatibility
Underfloor heating compatibility
Site temperature and conditions
Required expansion or installation requirements
Manufacturer fitting instructions

Discount Flooring Superstore cannot accept responsibility for installation errors, unsuitable subfloors, incorrect preparation, incorrect adhesive use, installer workmanship or damage caused during installation.

Where installation requirements are unclear, a suitably experienced flooring installer should be consulted before work begins.

13. Colour, Pattern and Shade

Images displayed online are intended as a representation only.

Colour and appearance may vary because of:

Screen settings
Lighting
Photography
Device displays
Surrounding décor

Customers should therefore order a sample before purchasing where exact colour matching is important.

Flooring may also contain deliberate variation between planks as part of the product design.

Manufacturing batches may vary slightly in shade or appearance.

Customers should order enough flooring to complete the entire installation at the same time and should check batch details before fitting.

Reasonable design variation or manufacturing variation within accepted tolerances will not automatically constitute a fault.

14. Incorrect Orders and Measurements

Customers are responsible for ensuring that the product, quantity, colour and specification selected when ordering are correct.

Discount Flooring Superstore is not responsible for:

Incorrect customer measurements
Ordering insufficient flooring
Ordering excess flooring
Selecting the wrong colour
Selecting the wrong product
Selecting unsuitable flooring for the intended installation

unless the error was directly caused by incorrect information supplied by Discount Flooring Superstore.

15. Refunds

Refunds will only be processed once the relevant return requirements have been satisfied.

For discretionary returns, goods must first be received and inspected.

Where a consumer validly cancels an eligible online order, refunds will be processed within the period required by law.

Discount Flooring Superstore may withhold a statutory cancellation refund until:

The returned goods have been received; or
The customer provides satisfactory evidence that the goods have been returned,
whichever occurs first.

Refunds will normally be made to the original payment method.

For a valid cancellation of an entire eligible consumer order, the basic standard outbound delivery charge will be refunded where required by law.

Any additional amount paid for an upgraded, express or premium delivery service is not refundable beyond the cost of our standard delivery option.

Change-of-mind return transport costs are not refundable.

16. Trade and Business Customers

Orders made wholly or mainly for business purposes are treated as trade/business transactions and do not benefit from consumer cancellation rights.

Returns from trade and business customers are accepted entirely at the discretion of Discount Flooring Superstore unless otherwise required by law or agreed in writing.

Approved trade returns must normally be:

Unused
Uninstalled
Unopened
In complete packs
In original packaging
In fully resaleable condition

A 10% restocking fee will normally apply to approved trade returns.

Trade customers are responsible for all return transport costs.

Special orders, bulk orders, clearance products and specially sourced products may be non-returnable.

17. Return Authorisation

Customers wishing to return goods should contact Discount Flooring Superstore before arranging transport.

Please provide:

Name
Order number
Products being returned
Quantity being returned
Contact details

We will provide the appropriate return information and return address.

Goods sent to an incorrect address or returned without enough information to identify the order may result in delays.

18. Statutory Rights

Nothing in these Terms & Conditions excludes, restricts or limits any consumer right that cannot legally be excluded.

Consumer purchases remain subject to applicable UK legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.