Returns and Refunds Policy

Looking to return something?
We want you to feel confident when buying from Flooring Superstore. Flooring is a project-based purchase and in many cases, products are ordered specifically for your room size, installation requirements or project needs. To keep things simple, we've outlined everything you need to know about returning products below. All eligible returns must be requested and completed within 30 days of delivery or purchase.
Before You Return Flooring

We always recommend keeping any spare unopened packs where possible.


Flooring ranges and manufacturing batches change regularly, and products can occasionally be discontinued. Spare packs can be invaluable if you ever need to replace damaged boards, carry out repairs or refresh a small area in the future.


Many customers find that keeping a small number of spare packs provides valuable peace of mind.


If you do wish to return eligible products, the following options apply.

Online Orders

If you change your mind, eligible products may be returned for a full refund.


To qualify:

  • Returns must be completed within 30 days of delivery or purchase
  • Products must be unopened, unused and in their original packaging
  • Products must be suitable for resale
  • Customers are responsible for the return and the associated costs

Opened, damaged or partially used packs cannot be returned.

Self-Fit Purchases

This applies to purchases where Flooring Superstore has supplied the flooring but has not carried out the installation.


To qualify:

  • Returns must be completed within 30 days of delivery or purchase
  • Products must be unopened, unused and in their original packaging
  • Products must be suitable for resale
  • Customers are responsible for the return and the associated costs

Eligible unopened packs returned within 30 days will receive a refund of 50% of their original purchase value.


This is because we cannot return excess packs to the manufacturer, and flooring products are supplied in specific production batches to help ensure customers receive products from the same batch. As a result, returned packs cannot usually be resold or reused, and our stores have limited capacity to store excess stock.


Opened, damaged or partially used packs cannot be returned.

Orders Installed by Flooring Superstore

Customers who choose our professional measuring and fitting service benefit from additional peace of mind.


If unopened packs remain after your installation has been completed, we'll provide a full refund on eligible packs returned within 30 days.


Opened, damaged or partially used packs cannot be returned.

Cut-Length, Bespoke and Special-Order Products

Some products are cut and prepared to your individual dimensions and are treated as bespoke products. These products cannot normally be returned unless faulty.


This includes:

  • Carpet
  • Vinyl flooring
  • Artificial grass
  • Clearance products
  • Bespoke products
  • Special-order products
Cooling-Off Period

Customers may cancel cut-length, bespoke and special-order products within 48 hours of placing the order or within 48 hours of measurement confirmation where Flooring Superstore is providing measuring and fitting services.


After this period has expired, the order cannot be cancelled or refunded unless the product is faulty.


Where a cut-length product remains suitable for resale, we may, at our discretion, offer a partial refund.


Any refund offered will depend on the condition, size and resale suitability of the product.

General Return Conditions

The following conditions apply to all eligible returns:

  • Products must be returned in their original packaging
  • Products must be unused and suitable for resale
  • Opened, damaged or partially used packs cannot be returned unless faulty
  • Proof of purchase may be required
  • Refunds will be processed after returned goods have been received and inspected

If you have any questions about your return, please contact our Customer Support team or your local Flooring Superstore store.

Damaged or Faulty Goods

In the unlikely event your order arrives damaged or faulty, please contact us as soon as possible so we can resolve the issue quickly.


We ask that any delivery damage is reported within 48 hours of delivery, together with photographs where possible.


Depending on the circumstances, we will arrange:

  • A replacement product
  • A repair where appropriate
  • A collection where required
  • A full or partial refund

There is no charge for returns relating to faulty or damaged goods.