Returns Policy

RETURNS POLICY

Here at The Hardwood Floor Store, we like to make your return's progress as smoothly as possible for you.  

There are three main reasons you may need to return your order:

You’ve changed your mind

• Providing your order has not yet been dispatched, you will have 14 days to cancel and receive a full refund.
• If your order has been dispatched/delivered and you have changed your mind, we are happy to accept this back and offer a full refund providing this is returned within 30 days from the date of delivery.  Any returned products must be unopened and in their original condition to be eligible for a full refund.
• To action your return please email info@hardwoodfloorstore.co.uk with your order number, name and contact details, reason for return and with the number of items you would like to return.
• A returns note will be provided that will need to be attached clearly to the return delivery along with the order number clearly visible. 
• Please note that any delivery charges are non-refundable and you are responsible of returning the goods to us at your expense.
• Refunds will be made within 14 days of receiving the goods back.

 You’ve got leftover packs

• If you have over ordered and would like to return any spare packs of flooring, you can return these to us and you will be eligible for a full refund on the returned items.  Any returned products must be unopened and in their original condition to be eligible for a full refund.
• To action your return please email info@hardwoodfloorstore.co.uk with your order number, name and contact details, reason for return and with the number of items you would like to return.
• A returns note will be provided that will need to be attached clearly to the return delivery along with the order number clearly visible.  
• Please note that you are responsible of returning the goods to us at your expense.
• Refunds will be made within 14 days of receiving the goods back.

NOTE: If you would like to return you need to make us aware within 14 days of receiving the order, and the goods need to be received by us within 30 days. Items that are ordered in i.e not stock items or custom trims cannot be returned.

Your order has arrived damaged

• In the unfortunate event that your order arrives damaged, we will work to resolve this as quickly as possible
• Please ensure that goods are thoroughly checked on delivery and if there are any damages, please make the driver aware and sign for as ‘damaged’
• Please ensure that goods are thoroughly checked prior to installation. Once installed the products cannot be returned or replaced. 
• Email our customer care team, info@hardwoodfloorstore.co.uk with your order number, name and contact details, number of items damaged and photos/videos for the damage or fault.
• Refunds will be made within 14 days and replacement sorted as soon as possible.
• Proof of damage/the fault will be required before any replacements or refunds are organised.

NOTE: If you would like to return or have received your order damaged you need to make us aware within 14 days of receiving the order, and the goods need to be received by us within 30 days. Items that are ordered in i.e not stock items or custom trims cannot be returned.