At Flooring Materials, we take pride in providing high-quality flooring solutions to help you create beautiful foundations for your home. We want you to be completely satisfied with your purchase. If you’re not happy with your order, our straightforward returns and exchanges policy is here to help.

Returns Period

You may return most items within 15 days of receiving your delivery. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.

Non-Returnable Items

Due to hygiene reasons and product nature, the following items cannot be returned or exchanged:

  • Installation Tools (once opened or used)
  • After Care products (opened containers)
  • Custom-cut or made-to-order flooring (including specific sizes of Engineered Wood, Laminate, Solid Wood, or High Gloss Flooring)
  • Products without original packaging or tags

Return Process

Follow these simple steps to return an item:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
  2. Wait for Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Pack Items Securely: Place the items in their original packaging along with all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse address (provided with your RMA) using a tracked shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchanges

If you need to exchange an item for a different size, colour, or product, the process is simple:

  1. Follow the return process outlined above
  2. Indicate in your email that you would like an exchange and specify the preferred replacement item
  3. Once we receive and inspect your return, we will ship the replacement item
  4. Any price difference will be charged or refunded accordingly

Refund Information

After we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within the timeframes below:

Payment Method Refund Timeframe
Credit/Debit Card (Visa, MasterCard, JCB) 5-10 business days
PayPal 3-5 business days

Please note that shipping costs are non-refundable. If you received free shipping on your original order, the standard shipping fee will be deducted from your refund.

Return Shipping Address

All returns should be sent to:

Flooring Materials Returns
71 Bath Ln
Leicester, GB LE4H 3IR
United Kingdom

Important: Please ensure you include your RMA number on the shipping label. Returns without an RMA number may be refused or experience significant processing delays.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund and provide a prepaid shipping label if needed.

Return Request Template

Use the following template when emailing us about your return:

Subject: Return Request – Order #[Your Order Number] Dear Flooring Materials Customer Service Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Product Code/SKU: [If available] Reason for Return: [Please specify] [For exchanges only:] I would like to exchange this for: [Product Name and Code/SKU] I have read and understood the returns policy on your website. Thank you, [Your Full Name] [Your Phone Number]

Need Help?

If you have any questions about our returns and exchanges policy, please contact our customer service team:

Email: [email protected]
Address: 71 Bath Ln, Leicester, GB LE4H 3IR

We typically respond to all inquiries within 1-2 business days.