Returns, Exchanges & Refunds

Terms & Conditions

30 Day Money Back Guarantee

    • After cancelling your order goods must be returned within 30 days unused and in a saleable condition
    • Goods must be in the original packaging and include all related parts
    • No returns can be accepted without emailing us or speaking to us to receive an RMA number from us and must be included & quoted when your return any products to us and in discussions with us about returned goods.
    • All items are to be returned at the customers costs
    • Shipping & carriage costs are not refundable

Unwanted Goods

    • Items must be returned within 30 days of delivery as no refunds shall be give after this time.
    • Heating mats or cable must not have been cut or unrolled or used in any way to qualify for a refund on return
    • Any goods/items returned without an RMA number will not be accepted, faulty or unwanted.
    • All items are to be returned at the customers costs
    • Shipping & carriage costs are not refunded
    • Manufactured items such as routed overlay boards and chipboards all carry a 25% re-stocking charge
    • Retuning unwanted chipboard overlay boards will be subject to a £150+VAT carriage cost.

Faulty Goods

    • All goods must be received in a good undamaged resalable condition with an RMA number
    • All related components must be included from any kits
    • We have a back to base Warranty which means we we require all faulty items to be returned to us for inspection before we will issue any replacements.
    • If you wish buy an advanced replacement then this must be purchased within 7 days prior to submitting a returns form. If the item(s) are confirmed to be faulty by our Returns team, then a refund will be given.
    • All items are to be returned at the customers costs

Items That Cannot Be Returned

    • Any bespoke items
    • Any perishable items such as opened seals/sealants/glues etc


We make every effort to meet shoppers demands, cancellations or variations may be necessary as a result of Acts of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond our control.

If the product is returned in the condition it was supplied with any tags or stickers intact then a full refund or exchange will be provided. No refund or no exchange if the product has a tag or sticker that has been removed. We will refund or exchange if the item is defective. The unwanted products must be returned by recorded delivery first class to our standard address. As long as the products have not reached their destination, they remain your entire responsibility. Only in case of a defective product, the cost of returning the product would be refunded otherwise Shipping & carriage costs are not refunded.

Unless the goods supplied are found to be faulty by an independent assessor we will not cover the cost of replacing previously installed floor coverings or any other consequential losses.

Returns and refunds can take up to 14 days to process from receipt of goods.