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Refunds & exchange FAQ

  • What is your return policy?
    At Flooring King, we are dedicated to delivering top-quality flooring products that not only meet but exceed your expectations. However, we understand that circumstances may arise where a return is necessary. Below is our comprehensive return policy, designed with your satisfaction and convenience in mind.

    Flooring King Return Policy Highlights

    14-Day Return Window: You have 14 days from the day of delivery to decide if your purchase meets your needs and expectations. If you find that it's not quite right, you have the option to return your order within this timeframe for a full refund.

    Initiating a Return: Should you decide to return your purchase, the first step is to contact our customer service team. We will provide you with a return number, which is necessary for processing your return. It's important that any returned goods remain complete, unused, and in "as new" condition, just as you received them.

    Packaging: Please ensure that the items being returned are packaged adequately to protect them during their journey back to us. Items that arrive damaged or not properly packaged may not be eligible for a refund.

    Return Fee: We accept full order returns only which may incur a return fee from 30-50% depending on the product and amount. We do not accept returns of any accessories including but limited to adhesives, screeds, scotia etc.

    Responsibility for Return Costs: In cases where the return is due to a change of mind or is not related to a manufacturing fault, you will be responsible for the cost of returning the goods to us. This ensures that the goods arrive in complete, unused, and "as new" condition.

    Manufacturing Faults: If your product arrives with a manufacturing fault, please contact our Customer Services team immediately. We are committed to resolving any issues promptly by replacing the faulty goods or processing a refund, as appropriate.

    Failed Delivery Charges: Please be aware that if a delivery fails because there's nobody home, the goods are refused, or the order is cancelled within 48 hours of the scheduled delivery, you may be liable for additional costs incurred for the goods being returned to us.

    Bespoke Products: Custom-made or bespoke products, made to your specifications or cut from a roll, cannot be returned unless they are faulty.

    Tips for a Hassle-Free Purchase

    Measure Accurately: Ensuring you have the correct measurements for your space can reduce the likelihood of needing to return excess product. Check out our handy measuring guide or contact our team for assistance.

    Order Samples: We recommend ordering samples to get a better idea of how the flooring will look in your space. This can help prevent the need for returns due to mismatched expectations.

    Check Your Accessories: Make sure the accessories you choose match your flooring. Our team can advise you if you're unsure which accessories are the right match for your selected flooring.

    Returning Goods

    To arrange a return, please contact our team for a return authorisation number. Goods can be returned to our designated location, as provided by our customer service team, during the specified hours.

    Refunds

    We aim to process refunds within 14 days of receiving the returned goods at our warehouse. For orders cancelled before dispatch, refunds will be processed as soon as we have written confirmation of your intention to cancel.
    At Flooring King, we strive to make your purchasing experience as positive and straightforward as possible. If you have any questions or concerns about our return policy, or if you need assistance with your order, please do not hesitate to contact us.
  • How long do I have to return an item?
    When purchasing from Flooring King, understanding the return policy time frame is crucial to ensure a smooth and hassle-free shopping experience. Flooring King is committed to customer satisfaction, and part of this commitment is a clear and concise return policy. Here's what you need to know about the time limits for returning an item and reporting any discrepancies.

    Flooring King's Return Timeframe

    Return Deadline: Customers have up to 14 days from the date of purchase to return an item. This 14-day window provides ample time to assess your flooring purchase and decide if it meets your expectations and needs. To initiate a return, the item must be in its original condition, and customers should retain their receipt or proof of purchase to facilitate the process.

    Reporting Discrepancies

    Discrepancy Deadline: If upon receiving your order, you notice any discrepancies, such as missing items, wrong products, or defects, it's important to report these issues to Flooring King within the first 3 days after delivery. Prompt reporting within this timeframe is crucial for resolving any issues efficiently, whether it's replacing the incorrect or defective item or providing a refund.

    Steps for a Successful Return

    Contact Customer Service: The first step in the return process is to contact Flooring King's customer service. They will provide you with the necessary instructions and support to proceed with your return.

    Provide Proof of Purchase: Having your receipt or order confirmation ready will speed up the return process. Proof of purchase is required to verify the transaction and confirm the return window.

    Prepare the Item: Ensure the item is in its original condition, packaging intact, to avoid any issues with the return. If the product was opened, ensure it's repackaged securely.
    Follow Specific Instructions: Flooring King may provide specific return instructions based on the item and the reason for the return. Adhering to these instructions is important for a smooth return process.

    Tips for a Hassle-Free Return

    Review the Return Policy: Familiarise yourself with Flooring King's return policy before making a purchase. Understanding the terms and conditions can help avoid any surprises if you need to make a return.

    Act Promptly: To ensure you're within the return window, don't delay in starting the return process if you're unsatisfied with your purchase or if there are any issues with the order.

    Keep Documentation: Retain all purchase-related documentation, including receipts, order confirmations, and correspondence with customer service, until the return process is fully resolved.

    Conclusion

    Flooring King's return policy, with a 14-day return window and a 3-day discrepancy reporting period, is designed to ensure that customers are completely satisfied with their purchases. By understanding these timeframes and following the recommended steps, you can navigate the return process smoothly, ensuring a positive shopping experience with Flooring King.
  • Can I return an item if I've opened the package?
    Returning an item after opening the package can be a point of concern for many customers, especially when it comes to flooring purchases. If you've bought flooring products from Flooring King and are wondering about the return policy for opened items, here's what you need to know to navigate the process effectively.
    Flooring King's Return Policy on Opened Items

    Flooring King understands that purchasing flooring is a significant decision and sometimes, even after opening the package, you might realise the product doesn't meet your expectations or match your space as you had hoped. Flooring King offers a flexible return policy that allows customers to return opened packages in certain instances, depending on the reason for the return.

    Conditions for Returning Opened Flooring Packages

    Defective or Damaged Products: If the flooring product is defective or was damaged during shipping, Flooring King typically allows customers to return the opened package for a replacement or refund. It's crucial to inspect your flooring as soon as you receive and open it to quickly identify any issues.

    Mismatched Product: In cases where the product doesn't match what you ordered, whether it's the wrong color, style, or material, Flooring King allows for the return of the opened package. Ensure you have your purchase documentation handy to facilitate a smooth return process.

    Other Reasons: For returns based on personal preference, such as a change of mind or an unsatisfactory match to your home's decor, Flooring King may accept returns of opened packages at their discretion. Such returns may be subject to restocking fees or other conditions.

    Steps to Return an Opened Package to Flooring King

    Contact Customer Service: Reach out to Flooring King's customer service team as soon as you decide to return the product. They will guide you through the return process based on your specific reason for the return.

    Provide Proof of Purchase: Have your receipt or order number ready. This information is essential for facilitating the return process.

    Prepare the Product for Return: Repackage the flooring as securely as possible. While the original packaging may have been opened, ensuring the product is well packed for the return is important to prevent further damage.

    Follow Specific Instructions: Flooring King may provide specific instructions for the return based on the product and the reason for the return. This could include filling out a return form, providing photos of the product issue, or other steps.

    Tips for a Smooth Return Process

    Review the Return Policy: Before purchasing, review Flooring King's return policy to understand the conditions under which returns are accepted, including any restocking fees or other charges that may apply.

    Act Quickly: Return policies have time limits. To ensure you're eligible for a return, don't delay in initiating the process once you've decided to return an opened item.

    Conclusion

    While returning an opened flooring package may seem daunting, Flooring King offers options for customers who find themselves in this situation. By understanding the return policy and following the appropriate steps, you can navigate the return process more confidently, ensuring satisfaction with your flooring purchase.
  • Do I need to pay for return shipping?
    At Flooring King, our return shipping policy varies depending on the reason for return. In some cases, such as a change of mind or preference, a collection fee may apply.

    However, this fee will be calculated once the return request has been raised to us.
    We strive to offer fair and transparent return policies to our valued customers, ensuring that you have clarity and peace of mind when returning items.

    If you have any questions or concerns about return shipping fees or the return process in general, our dedicated customer service team is here to assist you. Contact us today for more information on returns and how we can help you with your return needs.

    Experience the convenience and reliability of shopping with Flooring King!
  • How do I initiate a return?
    When considering a return, it's essential to familiarise yourself with our returns policy to understand what items are eligible for return and any specific conditions that may apply. Once you've reviewed our policy and determined that your item is eligible for return, initiating the return process is simple.

    Begin by contacting our dedicated customer service team, who will guide you through the return process and provide any necessary assistance. Our team is committed to ensuring a smooth and hassle-free return experience for our valued customers.

    Whether you have questions about the return process, need assistance with packaging and shipping your item, or require further clarification on our returns policy, our knowledgeable team is here to help every step of the way.

    At Flooring King, we prioritise customer satisfaction, and we're dedicated to providing exceptional service and support throughout the returns process. Contact us today to initiate your return and experience the difference of shopping with Flooring King.
  • What condition does the item need to be in for a return?
    For a return to be accepted, the item must be in its original condition for resale. This means that the item should be unused, undamaged, and in its original packaging with all labels intact.

    At Flooring King, we strive to ensure that our customers are satisfied with their purchases, and we appreciate your cooperation in returning items in the same condition as they were received.

    By adhering to this condition, you can help facilitate a smooth and efficient return process, allowing us to promptly process your refund or exchange.

    If you have any questions or need further clarification on our return policy, our dedicated customer service team is here to assist you. Contact us today for more information on our returns process and how we can help you with your return.
  • Can I exchange an item instead of returning it?
    At Flooring King, while we understand the desire to exchange an item, we currently do not offer exchanges. If you wish to exchange an item, it would be processed as a return on the original order.

    Once the return is initiated and processed, you have the option to either wait for the return to be refunded and then place a new order for the desired item, or you can place a new order immediately for the item you wish to receive.

    We appreciate your understanding and cooperation in this matter. If you have any questions or need assistance with the return process, our dedicated customer service team is here to help. Contact us today for more information on returns and how we can assist you.
  • How long does it take to process a return or exchange?
    At Flooring King, we understand the importance of a timely return or exchange process for our customers. Typically, the return or exchange process takes approximately two weeks from start to finish, including the refund of any money owed.

    Once your return or exchange request is initiated, our dedicated team works diligently to process it as efficiently as possible. This includes inspecting the returned item, processing the refund or exchange, and ensuring that you are promptly notified of the status of your request.

    While we strive to expedite the process, please note that the exact timeline may vary depending on factors such as shipping times and processing times at our facilities.

    If you have any questions or concerns about the status of your return or exchange, our customer service team is here to assist you every step of the way. Contact us today for more information on returns and exchanges, and experience the exceptional service and support that Flooring King is known for.
  • Will I receive a full refund for my returned item?
    At Flooring King, our refund policy varies depending on the reason for the return. If the returned item is faulty or damaged, you will receive a full refund of the order total value.

    However, if you simply change your mind and wish to return the item, a collection fee may apply. This fee will be deducted from the order total value before the refund is processed.

    We strive to provide transparent and fair refund policies to our customers, ensuring that you are satisfied with your shopping experience with us.

    If you have any questions or concerns about our refund policy or the refund process for your specific return, our dedicated customer service team is here to assist you. Contact us today for more information on returns and refunds, and experience the exceptional service and support that Flooring King is known for.
  • What should I do if I receive a damaged or defective item?
    If you receive a damaged or defective item, we understand the importance of addressing the issue promptly. Here's what you should do:

    Contact us as soon as possible: Reach out to our customer service team as soon as you discover the damage or defect. We're here to assist you and resolve the issue efficiently.

    Provide photographic evidence: Take clear photographs of the damaged or defective item, including any visible damage or defects. This photographic evidence will help us assess the situation and expedite the resolution process.
    By following these steps, you can help us quickly address the issue and ensure that you receive a satisfactory resolution. At Flooring King, customer satisfaction is our top priority, and we're committed to providing exceptional service and support every step of the way.

    If you have any questions or concerns about a damaged or defective item, don't hesitate to contact us. Our dedicated customer service team is here to assist you and ensure that your experience with Flooring King is positive and hassle-free.
  • Can I return an item that was purchased on sale or with a discount?
    Yes, you can return an item that was purchased on sale or with a discount. However, please note that the refund amount will be based on the order value that you paid, taking into account any discounts or promotional pricing applied at the time of purchase.

    At Flooring King, we strive to offer fair and transparent return policies to our customers, ensuring that you are satisfied with your shopping experience with us.

    If you have any questions or concerns about returning an item purchased on sale or with a discount, our dedicated customer service team is here to assist you. Contact us today for more information on returns and refunds, and experience the exceptional service and support that Flooring King is known for.
  • How will my refund be issued (original payment method, store credit, etc.)?
    Your refund will typically be issued through the original payment method used for the purchase. At Flooring King, we strive to make the refund process as convenient and straightforward as possible for our customers.

    Once your return is processed and approved, the refund amount will be credited back to the same payment method that was used at the time of purchase. This ensures a seamless and hassle-free refund experience for you.

    If you have any questions or concerns about how your refund will be issued, our dedicated customer service team is here to assist you. Contact us today for more information on returns and refunds, and experience the exceptional service and support that Flooring King is known for.
  • Can I return an item to your physical store instead of shipping it back?
    At Flooring King, we understand the convenience of returning items to a physical store. While this option is not currently available, we're excited to announce that customers will have the opportunity to return products to our warehouse once it opens in mid-2024.

    We're dedicated to providing flexible and convenient return options for our valued customers. Stay tuned for updates on the opening of our warehouse, where you'll be able to return items directly to our physical location.

    In the meantime, if you have any questions or need assistance with returns, our customer service team is here to help. Contact us today for more information and assistance with your return needs.
  • What should I do if I have trouble with the return process?
    If you encounter any difficulties with the return process, we're here to help. Your satisfaction is our top priority at Flooring King, and we strive to ensure a smooth and hassle-free experience for all our customers.

    If you're experiencing any challenges with the return process, we recommend reaching out to our dedicated customer service team for assistance. Our knowledgeable representatives are available to address any concerns you may have and provide guidance to help resolve the issue.

    Whether you have questions about the return policy, need assistance with packaging and shipping your item, or require further clarification on the process, our team is here to assist you every step of the way.

    Don't hesitate to contact us if you need help with the return process. Your satisfaction is important to us, and we're committed to ensuring that your experience with Flooring King is positive and stress-free.

    Experience the exceptional service and support that Flooring King is known for. Contact us today for assistance with your return needs.
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