At Flooring Shop, we take pride in offering premium quality flooring products including our Engineered Wood Flooring, Bamboo, and Herringbone collections. While we strive for perfection in every order, we understand that sometimes returns or exchanges may be necessary. This policy outlines our straightforward process to ensure your complete satisfaction.

Our Return Policy

We offer a 15-day return window from the date of delivery for most of our products. To be eligible for return:

  • Items must be unused, in original packaging, and in resalable condition
  • Original proof of purchase must be provided
  • Certain specialty items may be excluded (see below)
Non-Returnable Items: Due to the custom nature of these products, we cannot accept returns for:
  • Live Edge tables (custom-cut to order)
  • Full Stave flooring (made to specific measurements)
  • Butcher Block countertops (cut to size)
  • Opened containers of Flooring Adhesive, Flooring Oil, or Flooring Cleaner

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • Product name(s) from your order (e.g., “Chevron Engineered Wood Flooring”)
  • Reason for return/exchange
  • Whether you prefer a refund or exchange
Return Request Template:

Subject: Return Request for Order #[Order Number]
Dear Flooring Shop Team,

I would like to request a return/exchange for my recent order (#[Order Number]).
Product Name: [Product Name, e.g., “Bog Oak Decking”] Reason: [Brief explanation] I would prefer: [Refund/Exchange for [Product Name]]
Please advise on next steps.

Regards,
[Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and instructions. Please note:

  • Returns without an RMA number cannot be processed
  • For exchanges, please specify your desired alternative product (e.g., changing from Composite Decking to LVT Flooring)

Step 3: Package and Ship Your Return

Securely repackage the item(s) in original packaging and include all accessories (e.g., Decking Accessories or Flooring Underlay). Affix the provided return label and ship to:

Flooring Shop Returns
21 St Giles
Oxford, GB OX5Q 3OR

Return Shipping Costs:

  • Customer is responsible for return shipping costs unless the return is due to our error
  • We recommend using a trackable shipping service (DHL or FedEx)

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5 business days
  • Your original payment method (Visa, MasterCard, JCB, or PayPal) will be credited
  • Shipping fees are non-refundable (except for defective items)
  • You’ll receive email confirmation when your refund is processed

Exchange Process

For product exchanges (e.g., swapping Herringbone for Chevron pattern):

  • We’ll ship your replacement item once the return is received
  • Any price differences will be charged/refunded accordingly
  • Standard shipping times apply (10-15 days for DHL/FedEx)

Damaged or Defective Items

If your Engineered Wood Flooring or other product arrives damaged:

  1. Contact us within 3 days of delivery at [email protected]
  2. Include photos of the damage and packaging
  3. We’ll arrange for replacement or refund at no additional cost

International Returns

For our global customers (excluding certain Asian and remote regions):

  • Customs fees/duties for returns are the customer’s responsibility
  • Return shipping costs may be higher for international orders
  • Processing times may be slightly longer

Questions?

Our customer service team is happy to assist with any questions about returns for our premium flooring products. Contact us at [email protected] or +44 (0)XXX XXX XXXX.