Returning your goods
We hope that when your flooring arrives you are delighted with it, however we understand that not everything always works out.
If you want to return your goods, you can do so up to 28 days after receiving them. To do this, please contact our Customer Service team on 01905 340238 within 14 days of receiving your order - they will support you through this process and arrange the return with you.
Please note that all returns and cancellations under this right must conform to the guidelines laid out in the Office of Fair Trading’s Consumer Contracts Regulations. Find out more here.
For your return to be accepted, please ensure that it is packaged in the same condition it was received in. We cannot accept returns that have been damaged, opened or used.
Although we will not charge you a restocking fee, you will be liable for arranging the return and covering the cost of the courier in all situations where the returned items are not faulty. Returns must be received by us within 28 days of delivery.
The Wood Flooring Co. Ltd
Unit 17 Great Western Business Park
We carefully check each item prior to dispatch because we want to ensure your new flooring arrives in the very best condition. Although items are packaged to ensure damage on arrival is kept at an absolute minimal, sometimes accidents happen.
We ask that you thoroughly check your goods immediately on delivery. Should you notice any visual damage or missing items, please note them on the courier’s paperwork. Unless you have signed the delivery as ‘Damaged on delivery’ you will be liable for the cost of returning the goods.
Any visual damage that wasn’t noted upon delivery must be reported to us within seven working days. Failure to make a report within that timescale will result in an inability to process a refund or a replacement. If possible, please take photos of the damaged items and send them to firstname.lastname@example.org. As soon as we have confirmed if there is damage, we will replace the item(s) free of charge. Please take note that this policy is not applicable to faulty goods with a manufacturing defect (see below).
If you believe you have been delivered a defective product, please get in touch with our Customer Service team as soon as possible. You can do this by calling 01905 340238 or emailing email@example.com. If possible, please provide us with images of the faulty products – this will help us resolve your issue as quickly as possible.
Once we have confirmed the fault with your goods, we will arrange for either an exchange or a full refund, all within the first 30 days after delivery of your order. Please ensure that you keep your proof of purchase in case you need to make a claim under the manufacturer's warranty later.