Refund Policy
Last Updated: May 2026
30-Days Free Returns
Enjoy the freedom of stress-free shopping with our hassle-free return policy.
Returns at a Glance
Return Window: 30 days from delivery date
Condition: Unused, unopened, in original packaging
Restocking Fee: None for unopened items
Return Shipping: Customer pays unless item is faulty/wrong
Refund Processing: Within 72 hours of receipt and inspection
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 30 days of receiving your goods without giving any reason.
To cancel your order, contact us:
Email: Sales@floormore.co.uk
Phone: 07936191814
Include your order number and clear statement of cancellation
2. Return Conditions
We accept returns only if:
- Products are unused and unopened
- Original packaging is intact with seals unbroken
- All boxes, labels, and accessories are included
- Products are in resellable condition
We cannot accept returns if:
- Packaging has been opened or seals broken
- Products have been cut, installed, or altered
- Products show signs of use or handling damage
- Custom/bespoke flooring cut to your specific measurements
- More than 30 days since delivery
3. Return Shipping Costs
| Scenario | Who Pays Return Shipping |
|---|---|
| Change of mind | Customer pays return shipping |
| Wrong item sent | Floormore pays (free collection) |
| Faulty/damaged item | Floormore pays (free collection) |
| Incorrect description | Floormore pays (free collection) |
4. How to Process a Return
Step 1: Contact us within 30 days of delivery
Email: Sales@floormore.co.uk
Phone: 07936191814
Include: Order number, product details, reason for return
Step 2: We'll inspect and confirm return eligibility
Response within 2–3 business days
Step 3: Arrange return shipping
Customer-arranged: Package securely and send to address provided
Floormore collection: Scheduled at convenient date (for faulty/wrong items)
Step 4: Refund processed
Refund issued within 72 hours of receipt and inspection
Refunded to original payment method
No fees charged for reimbursement
5. Faulty, Damaged or Incorrect Items
If your product arrives faulty, damaged, or incorrect:
- Notify us within 7 days of delivery
- We'll arrange free collection at no cost to you
- Full refund OR replacement sent immediately
- Delivery charges refunded for faulty items
How to report:
Email photos of damage to: Floremore@floormore.co.uk
Include order number and description of issue
6. Exclusions
We cannot accept returns on:
- Bespoke/custom flooring cut to your specific measurements
- Products installed or fitted (even partially)
- Items purchased with sample packs (samples are non-refundable)
- Skirting boards, architraves, or accessories once opened
- Clearance/Sale items marked "Final Sale" (unless faulty)
7. Restocking Fees
Unopened boxes: No restocking fee (full refund)
Opened but unused boxes: 10% restocking fee may apply (if accepted)
Part orders: We reserve the right to refuse partial order returns
8. Delivery Charges
Outbound delivery: Refunded only for faulty/wrong items
Standard delivery: Non-refundable for change of mind returns
Free shipping threshold: If order qualified for free shipping over £500, standard delivery cost will be deducted from refund
9. Refund Timeline
| Step | Timeline |
|---|---|
| Return received at warehouse | Day 0 |
| Inspection completed | Day 1–2 |
| Refund approved | Day 2–3 |
| Refund processed to card/bank | Day 3–5 |
| Total time | 5–7 business days |
10. Packaging Requirements
You must:
- Repack items exactly as received
- Use original manufacturer boxes
- Add extra protective packaging to prevent transit damage
- Include all accessories, instructions, and documentation
If return arrives damaged: We reserve the right to refuse refund or charge for loss in value due to poor packaging.
11. Statutory Rights
None of the terms in this policy affect your statutory rights under the Consumer Rights Act 2015. If goods are faulty, damaged, or not as described, you have legal rights to a refund, repair, or replacement regardless of this policy.
Contact Us
Floormore Customer Service
Email: Sales@floormore.co.uk
Phone: 07936191814
Hours: Mon–Sat, 9am–6pm GMT/BST
Address: 32 Singer Way, Bedford, United Kingdom
✓ Free Shipping: All orders over £500 are delivered to your doorstep at no extra charge.
✓ Free Returns: Within 30 days from delivery date.
✓ Secure Payment: Shop with confidence knowing your payments are secure and your information is protected.