Returns, Refunds & Cancellations

We understand that sometimes you may need to cancel an order or return flooring. This page explains how our returns process works, including your statutory cancellation rights and our additional 30-day returns policy.

Your statutory rights are not affected by anything on this page.

Changed your mind?

If you are a consumer who has ordered online, by telephone or another distance-selling method, you normally have a legal right to change your mind and cancel eligible products within 14 days of receiving your order.

We also offer an additional 30-day returns policy on eligible products, giving you longer to return suitable unused flooring.

Different rules apply to products that have been cut or made specifically to your requirements, so please see the section on Cut-to-measure, bespoke and specially prepared products below.

Cancelling an order before delivery

If you contact us to cancel an eligible order before it has been dispatched, we will normally be able to cancel it without any return costs.

If your order has already been dispatched, we may no longer be able to stop the delivery. Where we are able to request that the goods are intercepted or returned to us by the carrier, any reasonable return or carrier costs incurred may be deducted from your refund where you are responsible for the direct cost of returning the goods.

Alternatively, you may need to receive the delivery and arrange the return to us using a suitable carrier.

For a qualifying statutory cancellation of the whole order, your refund will still include the cost of our least expensive standard delivery service. Any additional amount paid for an enhanced delivery service is not refundable.

This does not apply where the return is required because the goods are faulty, incorrect or otherwise non-conforming and we are responsible for the return costs.

Cancelling within 14 days of delivery

For eligible products, you normally have 14 days from the day you receive your order to tell us that you wish to cancel.

If your order arrives in separate deliveries, the cancellation period will normally begin when you receive the final relevant delivery.

To cancel, simply contact us and clearly tell us that you wish to cancel your order. Please include your order number so that we can locate your details quickly.

You can contact us by:

• Email: info@factory-direct-flooring.co.uk
• Telephone: 0330 100 0015

You do not need to give us a reason for cancelling.

Once you have told us that you wish to cancel, the products must be returned without undue delay and within 14 days of notifying us of your cancellation.

Returns between 15 and 30 days

We want to give you a little more flexibility than the statutory cancellation period, so we offer an additional returns policy for eligible products for up to 30 days after delivery.

For a return under our additional 30-day policy, products must be:

• unused;
• complete;
• suitable for resale as new;
• in their original packaging where applicable; and
• eligible for return under our policy.

For flooring supplied in packs, the packs should be unopened.

We do not normally accept change-of-mind returns of loose planks or tiles, incomplete packs or products removed from their retail packaging.

Our additional 30-day policy is separate from your statutory rights and does not affect your rights if a product is faulty or otherwise does not conform to the contract.

Cut-to-measure, bespoke and specially prepared products

Some flooring is prepared specifically for an individual order rather than supplied as a standard product.

The statutory right to change your mind does not apply where the relevant legal exemption applies to products made to your specifications or clearly personalised for you.

Depending on the circumstances, this can include:

• sheet vinyl cut specifically to the length you ordered;
• flooring cut to measurements supplied by you;
• bespoke products;
• specially manufactured products; and
• products specifically altered or prepared for your order.

Please check your measurements carefully before ordering these products.

Once cutting, manufacture or bespoke preparation has started, it may not be possible to cancel or change your order.

Where there is no statutory change-of-mind right, we may sometimes agree, as a goodwill measure, to accept a cut or specially prepared product back. We are not required to do so and any return would need to be agreed with us beforehand.

Where we agree to such a return, the amount refunded may take account of the product's reduced resale value and reasonable costs associated with transport, handling or repackaging. We will explain any proposed deduction before you agree to the return.

This does not affect your statutory rights if a cut or bespoke product is faulty, incorrect or otherwise does not conform to the contract.

How do I return flooring?

Please contact us before sending your flooring back so that we can confirm the return details and make sure you have the information you need.

You will need to arrange the return of the flooring to us using a suitable carrier.

Flooring is heavy and can be difficult to transport. Depending on the product, your return may require palletised transport or a specialist carrier capable of handling long or heavy flooring products.

We strongly recommend using:

• a trackable service;
• a carrier suitable for the size and weight of the flooring being returned; and
• appropriate transit insurance.

Where you arrange your own return carrier, the products remain your responsibility until they are delivered back to us. Please make sure they are adequately packaged and protected for the return journey.

If your chosen carrier damages the products during return transport, any claim for that damage will need to be made by you against your carrier.

Unless the return is required because the products are faulty, incorrect or otherwise non-conforming and we are legally responsible for the return costs, you are responsible for the cost of returning the products.

Return address

Factory Direct Flooring Ltd
1 Finch Way
Hemdale Industrial Park
Nuneaton
Warwickshire
CV11 6TQ

Please include your order number with the return so that we can identify it when it arrives.

How should I package my return?

Flooring needs to be properly protected for its return journey.

Where appropriate:

• protect packs individually;
• do not rely solely on the original retail packaging if it is not sufficient for transport;
• do not apply parcel tape or carrier labels directly to product boxes where this could damage them;
• make sure packs cannot move excessively during transport; and
• securely stack and wrap palletised returns.

As a practical guide, products should be packaged to a standard that you would be happy to receive as a new delivery.

For returns made under our additional 30-day policy, products must reach us in a condition that allows them to be resold as new. If they arrive damaged, incomplete or no longer reasonably resaleable, we may be unable to accept the voluntary return or may make an appropriate reduction to reflect the loss in value.

What happens to my original delivery charge?

If you exercise your statutory cancellation right within the 14-day cancellation period and cancel your whole qualifying order, we will refund the price of the cancelled products together with the cost of our least expensive standard delivery service available for that order.

If you chose a more expensive or enhanced delivery service, the additional cost of that upgraded service is not refundable.

If you return only part of an order, a delivery charge will only be refundable to the extent that the original delivery charge would have been lower had you originally ordered only the products you are keeping.

Returns made solely under our additional 15–30 day returns policy do not include a refund of the original delivery charge.

When will I receive my refund?

For a statutory cancellation, once the goods have been returned to us, or you provide evidence that they have been returned where applicable, we will process your refund within the period required by law.

For a statutory cancellation, we may withhold the refund until we have received the products back, you provide evidence that they have been returned, or, where we have arranged for the carrier to intercept or return the products, we have received confirmation that they are being returned to us, whichever occurs first and to the extent permitted by law. We will then process your refund within the period required by law.

For returns made under our additional 30-day policy, we will inspect the products when they arrive and process the applicable refund once we have confirmed that they meet the conditions of the policy.

Refunds will normally be made back to the original payment method.

Can I open the flooring before deciding whether to keep it?

During the statutory cancellation period, you are entitled to handle products to the extent reasonably necessary to establish their nature, characteristics and functioning.

If products have been handled beyond what would reasonably be permitted when examining them and this has reduced their value, we may be entitled to make an appropriate deduction from the refund.

Our additional 30-day returns policy is different. For returns made under that voluntary policy, flooring packs should remain unopened and suitable for resale as new.

What if my flooring is damaged, faulty or incorrect?

A return because you have changed your mind is different from a problem with the product.

If your flooring arrives damaged, you receive the wrong product, something is missing, or you believe the flooring is faulty, please contact us as soon as reasonably possible.

Please provide your order number, a description of the problem and photographs where appropriate. This will help us understand the issue and determine the best way to resolve it.

If visible transit damage is present when your delivery arrives, it is helpful if you can note this with the carrier and take photographs before unpacking. Ideally, please tell us about visible transit damage within 48 hours so that we can investigate promptly with the carrier.

The 48-hour request does not affect your statutory rights.

If you notice a suspected fault, incorrect product, significant shade discrepancy or another material issue before or during installation, please stop installation and contact us before continuing.

Depending on the circumstances, we may need further information or an inspection to establish the cause of a flooring problem.

Where products do not conform to the contract, your legal remedies may include repair, replacement, price reduction or rejection and refund, depending on the circumstances.

Before arranging a fitter

We strongly recommend that you do not book an installer or begin installation until your complete order has arrived and you have checked it.

Before installation, check that:

• you have received the correct product;
• the colour and design are correct;
• you have received sufficient quantity;
• there is no reasonably apparent damage or defect; and
• batch or shade references are suitable where applicable.

Where practical, check a reasonable selection from across the order rather than assessing the flooring from a single plank, tile or pack.

If you believe something is wrong, stop and contact us before installation continues.

Need help with a return?

If you are unsure whether your product can be returned, or need help understanding the process, please contact our Customer Service team.

• Telephone: 0330 100 0015
• Email: info@factory-direct-flooring.co.uk

Please have your order number available so that we can help you as quickly as possible.

This page is a practical summary of our returns process. Please also refer to our Terms and Conditions of Sale for the full terms applying to your order.