Refunds & Returns

We want you to be completely confident when ordering from Buy a Floor. Our refunds and returns policy complies with UK consumer law and is outlined below.

Change of mind: If you change your mind, you may cancel your order within 14 days of receiving your goods in line with the Consumer Contracts Regulations. Items must be unused, unopened and in their original packaging to be eligible for a return.

Non-returnable items: Some products are made to order, cut to size or specially sourced and cannot be returned unless faulty. This will be clearly stated on the product page before purchase.

Return condition: Returned goods must be in resaleable condition. We reserve the right to refuse a refund or apply a deduction if items show signs of use, damage or handling beyond what is necessary to inspect them.

Return costs: Unless the item is faulty or incorrect, customers are responsible for return shipping costs. Due to the size and weight of flooring products, return costs can be significant.

Faulty or damaged goods: Please inspect your order on delivery and notify us within 48 hours of any damage or faults. Where an issue is confirmed, we will arrange a replacement or refund in accordance with your statutory rights.

Refund processing: Approved refunds are issued to the original payment method within 5–10 working days after returned items have been received and inspected.

How to start a return: To request a return or report an issue, please contact our customer support team with your order number and details before sending any items back.