Return Policy

Returns & Refund Policy

Under our returns policy, you have 14 days from the date of delivery to notify us at orders@thefloorisyours.co.uk that you wish to return your goods. Once your return has been approved, the items must be sent back to our warehouse for inspection. Please note that returns are only accepted for products that are unused, in their original condition, and in full, unopened packaging. Flooring that has been installed, cut, or altered in any way cannot be accepted for return.

Due to the nature of flooring products, we are unable to accept returns on any packs that have been opened or partially used, unless the goods are faulty. We strongly recommend that all items are checked carefully upon delivery and prior to installation, as we cannot process returns once fitting has taken place.

Customers are responsible for arranging and covering the cost of returning goods to our warehouse unless the items are faulty or incorrect. We recommend using a tracked and insured delivery service, as the goods remain your responsibility until they have been safely received and inspected by our team.

Once your return has arrived at our warehouse, it will be checked to ensure it meets our return conditions. After inspection and approval, a credit will be issued to your account or original payment method. Please allow up to 14 days from the date we receive the returned goods for your credit to be processed.

In the unlikely event that your order arrives damaged or faulty, please contact us within 48 hours of delivery with photographic evidence. We will work with you to resolve the issue as quickly as possible, whether that involves a replacement, repair, or refund.

If you wish to start a return or have any questions about your order, please contact our customer service team with your order details, and we will be happy to assist you.