Returns & refunds

Changed your mind?
Here’s the deal.

You have 28 days from delivery to return your full, unopened order for a refund — double the 14 days the law requires. You arrange and pay for the return — by insured pallet courier, or by dropping it back to our warehouse. Faulty or damaged on arrival? Different rules. Call us, we'll sort it.

Returns & Refunds Policy

Flooring King Ltd · Effective 1 January 2026 · Version 4.1

This Returns & Refunds Policy ("the Policy") sets out the terms on which Flooring King Ltd (Co. No. 09148273) (the "Company", "we", "us") will accept the return of, and provide a refund for, goods purchased from www.flooringking.co.uk. The Policy operates in addition to, and does not exclude, restrict or modify, any rights or remedies which the consumer has under applicable UK law, including without limitation the Consumer Rights Act 2015 ("CRA 2015") and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs 2013"). In the event of inconsistency between this Policy and the consumer's statutory rights, the consumer's statutory rights shall prevail.

28 days

To change your mind
Full

Refund on unopened orders
You ship

You arrange & pay return
3 days

Refund turnaround

Eligibility

What we can & can’t take back.

We're a bit stricter than fashion retail because flooring sold by the pack or cut to size can't be re-sold once it's opened. Here's the line.

Yes — refundable

Full, unopened order

The whole order back in its original, sealed packaging — flooring comes in batches, so we can't take partial returns.

Resaleable condition

Undamaged and unmarked. Don't put tape or labels on the flooring packaging — it voids the return.

Within 28 days

Tell us within 28 days of delivery. By law you get 14 — we double it to 28.

Faulty or damaged on arrival

Arrived damaged in transit? We'll replace it free — just send photos.

Items we can't accept back — unless they arrive faulty

We can't resell it — no one else can buy a matching product.
The manufacturer won't take it back either.
These items are usually already reduced to clear.

We can't verify the contents haven't been damaged or contaminated.
Opened flooring can't be sold as new to another customer.
It's impossible to guarantee batch consistency once packaging is broken.

Adhesives, sealants, screeds and similar accessories have a shelf life.

We can't guarantee they've been stored at the right temperature.
The product may have degraded without any visible signs.
People mix batches — sending back older stock and keeping the newer.

Once cut to your measurements, it's made just for you.

We can't put it back on the roll once it's been cut.
Your exact measurements are unlikely to fit anyone else's room.
This is standard practice across the entire flooring industry.

Tip: Order free samples first to check you're happy with the colour and texture.

Trims, profiles and beading — returns at our discretion.

Many accessories are colour-matched to specific flooring ranges.
Some may have been cut or modified during ordering.
Low-value items often cost more to return than they're worth.

Tip: If you think you have a good reason, get in touch and we'll see what we can do.

Plywood absorbs moisture easily.

Even brief exposure to damp conditions can cause warping.
Moisture damage can weaken structural integrity invisibly.
Selling compromised plywood could cause flooring failures.

Custom sizes, colours or finishes are unique to your order.
We can't sell a one-off product to someone else.

Items sourced specially for you, from overseas or a specialist supplier.

We've incurred costs to source the product specifically for you.
The item isn't part of our standard stock and has limited resale potential.
Our suppliers won't accept returns on special orders.

Once it's fitted, it's yours

If you've started installing the flooring, we consider that you're happy with it. Fitted or part-fitted flooring can't be returned.

How it works

Four steps, no issues.

Step 01

Get in touch

Call us on 0300 303 6069 or email info@flooringking.co.uk with your order number, within 28 days of delivery. We'll log the return and confirm what's eligible.

Step 02

Pack it back up

Re-pack everything in its original packaging sealed, banded and protected. We will send you a returns form to fill out.

Step 03

Send it back to us

You arrange and pay for the return. Most customers use a pallet courier (Palletways, Pallet Network and similar) for £50–£70. Please make sure the return is fully insured, goods that reach us damaged or in less than fully resaleable condition won't be refunded.

Step 04

Refund issued

Once we've received and inspected the return, we'll refund your order to its original payment method within 5 working days.

Common questions

Returns FAQs.

Need to start a return? Call 0300 303 6069 with your order number to hand.

Twenty-eight days from the day the goods arrive at your door. The law (Consumer Contracts Regulations 2013) requires 14, we double it to 28. Tell us within that window and you have a further 14 days to send the goods back.

Yes. For change-of-mind returns, return delivery is your responsibility. Most customers book a pallet courier (Palletways, Pallet Network and similar) for £40–£70. We would love to be able to offer free

No. We can only accept full orders, unopened packs in their original packaging. A pack with one cut plank can't be re-sold to the next customer, so it can't be refunded.

Once a pack is opened or cut, it's outside our return policy regardless of the reason. We always recommend buying 10% extra at the start of the job, then keeping any unopened spare packs as a return.

Once we've received the goods and confirmed they're in re-saleable condition, the refund is processed to your original payment method within 3 working days. Some banks then take a further 1–3 working days to show the funds.

Photograph the damage, refuse the affected packs at the kerb if you spot it on delivery, and contact us within 48 hours on 0300 303 6069. We'll send replacements free of charge, typically next working day.

No, because flooring is supplied in batches, we can only accept the whole order back, not part of it. Everything must be unopened, in its original packaging, and returned within 28 days. Order free samples first and measure carefully to avoid over-ordering. Call us with your order number and we'll log the return; you arrange the courier.

Your statutory rights

Nothing in this policy limits them.

This policy is offered in addition to your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing here removes or limits those rights.

Want the full legal version? at the top of the page.

Last updated 1 January 2026. We reserve the right to update this policy; the version in force at the time you placed your order will always apply to that order.

Our Returns Promise

At Flooring King, we understand the importance of choosing the right flooring for your home. Your satisfaction is our priority, which is why we go beyond the minimum requirements set out in law. Under the Consumer Contracts Regulations 2013, customers are entitled to cancel an order within 14 calendar days of receiving their goods. At Flooring King, we extend this cancellation period to a strict 28 calendar days, giving you additional peace of mind.

Cancellations

If you wish to cancel your order, you must notify us within 28 days of receiving your goods. Please note that this right does not apply to bespoke or custom-cut products, discontinued items, or goods ordered specially on request. Once any part of the flooring has been fitted, the customer is deemed to have accepted the goods as suitable and the contract is considered fulfilled. Installed or partially installed products cannot be cancelled or returned under any circumstances.

Flooring is manufactured and supplied in batches, and for this reason we cannot accept partial returns under any circumstances. Orders must be returned in full, in their original unopened packaging, and in a resaleable condition. This policy ensures consistency of colour, shade, and quality for all customers and reflects the standard practice across the flooring industry.

Dispatched Orders

If your order has already been dispatched, you must contact us immediately by telephone on 0300 303 6069 or by email at info@flooringking.co.uk. We will provide you with a returns form and instructions on how to return the goods.

If an order is cancelled after dispatch but before delivery, a refund will be issued minus any delivery expenses incurred. If the goods have not yet been dispatched, a full refund will be processed within five working days, provided the order does not include bespoke or special-order items.

Returns Process

Customers are fully responsible for the cost of returning goods where a return has been requested. All returns must be arranged via an insured pallet service to ensure the products reach us safely. Customers remain liable for the goods until they are received at our designated returns address.

All products must be returned in a resaleable condition. This means they must be undamaged, in their original packaging, and unopened. Any items that arrive damaged, opened, or otherwise not fit for resale may result in a deduction from the refund.

If your order arrives with damage caused in transit, please contact us immediately so that we can arrange a replacement at no cost to you.

Refunds

Refunds will be processed within 7 calendar days of us receiving the goods back or receiving evidence that the goods have been returned. Flooring King reserves the right to make deductions where returned items show signs of handling or use beyond what is necessary to establish their nature, characteristics and functioning, or where they are not returned in a resaleable condition.

Clarmie Ltd T/A Flooring King · Registered in England, Co. No. 13583468 · VAT GB 425 6719 81