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Returns, Refund & Exchange Policy

Can I return or cancel my order?

The following information is applicable to Internet sales only. If you buy our flooring via any other method, then please call our head office for further information if you have any questions related to returns or cancellations.

As a consumer, you have extensive rights when it comes to returns and cancellations. For example, you have the right to cancel your order for up to 14 days after the goods come into your possession as a result of the Distance Selling Regulations 2000. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to cancel or return the goods in part or wholly then you must abide by the Distance Selling Regulation guidelines (a copy of which can be found at https://www.gov.uk/online-and-distance-selling-for-businesses) Returns will only be accepted up to 30 days after delivery has taken place.

You also have the right to cancel your purchase before your order has been dispatched to you. If cancellation is confirmed prior to the order being dispatched, the full invoice amount will be refunded to you within 5 working days.

If you cancel and would like to return your order after delivery, You must return the goods at your own expense, please email info@factory-direct-flooring.co.uk and we will provide you with a returns reference. Any items returned without a valid reference will not be accepted. Vinyl flooring which is custom cut to your sizes can be returned subject to a restocking fee, this however does not affect your statutory rights.

All items must be sent as they are received, complete with packaging and in their original saleable condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 14 days of return.

Please note, any items returned that are not in a re saleable condition as outlined above or without a valid reference will not be accepted.

For more information, please email info@factory-direct-flooring.co.uk or contact our customer service team on 0330 100 0015.