Returns & Refunds

2. Standard Stock Materials (Supply-Only Orders)

Under the Consumer Contracts Regulations 2013, residential customers purchasing standard off-the-shelf stock flooring for supply-only have the right to cancel and return the order within 14 calendar days of receiving delivery:

• Condition of Goods: All returned timber packs must be unopened, in their original factory polythene packaging, completely dry, and in pristine resaleable condition.
• Storage Requirements: Timber must have been stored horizontally in an indoor, dry, climate-controlled space (never stored in wet garages, outdoor sheds, or damp basements).
• Return Logistics: The customer is responsible for the arrangement and cost of returning heavy palletised materials to our Kingston Business Centre depot. Alternatively, our logistics team can arrange collection at direct transport cost.
• Restocking & Quality Inspection Fee: Standard stock returns are subject to a 15% restocking and handling fee to cover warehouse intake, forklift handling, batch verification, and moisture inspection.

4. Leftover Packs from Installations

Flooring orders are calculated with a mandatory 7% to 10% wastage allowance (12% to 15% for complex herringbone/chevron patterns) to accommodate room cuts, perimeter expansion scribing, and natural timber grading.

Following installation completion, individual opened or surplus packs cannot be returned for partial refunds. We strongly advise clients to retain 1 to 2 sealed packs in their attic or storage. Having identical batch-matched timber is invaluable for any future property plumbing alterations, extensions, or localized repairs.

5. Damaged, Defective or Transit-Damaged Goods

Under the Consumer Rights Act 2015, you are entitled to goods that are as described, fit for purpose, and of satisfactory quality:

• Transit Damage: Inspect pallets upon delivery. If packaging is torn, punctured, or water-damaged, note this on the driver's delivery manifest and notify us within 48 hours with photographic evidence.
• Manufacturing Defects: If an individual plank or pack exhibits a manufacturing flaw (e.g. milling defect, tongue & groove mismatch, or delamination), do not install it. Fitting a visibly defective plank constitutes acceptance of the material. Report the defect to us immediately for a free replacement pack.

6. Installation Labor Booking Cancellations

If you need to cancel or postpone your agreed installation dates:

• More than 14 calendar days' notice: Full refund of labor deposit, less any committed bespoke material costs.
• 7 to 14 calendar days' notice: Labor deposit may be transferred to a rescheduled date within 3 months with zero penalty.
• Less than 7 calendar days' notice: We reserve the right to retain up to 25% of the labor deposit to compensate for lost fitter booking time and schedule disruption.

7. Refund Processing & Timeframes

Approved refunds are issued to the original payment method used (bank transfer or original in-store card):

• Material return refunds are processed within 5 to 10 working days following physical receipt and warehouse inspection of the returned goods.
• All refund credit notes are issued electronically through Xero Accounting with complete VAT documentation.