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Cancellation, Returns & Refunds


Your right to cancel doesn’t apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size. If the goods are excluded from your right to cancel, we will find out whether they have already been cut to your specifications and if not, we will accept a cancellation of your order and refund your money. Please contact our customer service for any return’s requests.

1. Floor cut to size.

Once the order has been placed, there will be no cancellation after that. Floor direct does not accept any cancellation on flooring that has been cut to size.

2. Right product

When your goods have been delivered, you have a reasonable opportunity to make sure that they are the products you ordered. If not, you should not cut into, fit, or use them (other than to check whether they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession.

  • If Floor direct agrees to return, then this should be done within 14 days of the order date.
  • If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we will arrange collection of the products. There will be a collection charge equal to the delivery charge for the product.
  • When returning or cancelling your order, the way you originally paid for the purchase would determine how you are refunded. If you paid by credit or with debit card, we’ll refund the same card originally used to place and pay for the order.
  • Refunds can take up to 14 days to process.