Returns and Cancellations

Q: Are there any products that are non-returnable?

Yes, we’re unable to accept returns for discontinued or limited edition products (such as our Specials range), as well as any opened or damaged packs.

Q: What does ‘resalable condition’ mean?

Products must be in excellent condition, in original packaging, with no marks or holes and seals intact to be considered resalable.

Q: Do you collect returns?

No, you’ll need to arrange and cover the cost of your return. Items must arrive safely at our warehouse, or you can return them in person at one of our showrooms if you’re nearby.

Q: What happens if I have excess flooring?

If you have leftover flooring, it’s best to store it in a dry, temperate space for future repairs or replacements. If you’d prefer to return it, contact us and we’ll provide you with steps for the returns process. Please note that items must be in a resalable condition.

Q: I bought my order through Klarna, how does this affect my return?

Klarna orders have unique terms and conditions. Visit Klarna’s FAQs for detailed information on how Klarna payments work.

Q: I’ve changed my mind, how do I cancel my order?

Upon receiving your order confirmation email, you will have up to 24 hours to cancel your order. If you cancel within this period, you will receive a full refund for your order. If you wish to cancel your order after this time, then you will be subject to our refund policy, as your order will have already been processed and is likely to be on its way to you.

Q: When will I receive my refund?

Once we’ve received and approved your return, your refund will be issued within 14 working days

We want you to love your new flooring. If things aren't quite right, you've got 30 days from delivery to return eligible, unopened flooring — and we'll process your refund within 14 days of receiving it back.

30‑day returns on unopened packs Cancel within 24h for a full refund

Returns Process

How to Arrange a Return

Follow our step-by-step guide to complete your return quickly and efficiently.

Request Contact our team with your order number to confirm eligibility and fees, and we’ll guide you through the next steps

Return Pack your items securely and send them with your chosen courier.

Refund Once inspected and approved, we’ll issue your refund within 14 days of receiving your return at our warehouse.

Request Contact our team with your order number to confirm eligibility and fees, and we’ll guide you through the next steps

Return Pack your items securely and send them with your chosen courier.

Refund Once inspected and approved, we’ll issue your refund within 14 days of receiving your return at our warehouse.

Please Note

Important Return Information

We’re unable to accept returns for discontinued or limited edition products.

Items remain your responsibility until they arrive at our warehouse and must be returned in a clean, resalable condition, in their original packaging with seals intact. We recommend photographing your items before returning as proof of condition.

Please use additional outer packaging to protect the manufacturer’s boxes during transit.

Returns must be arranged at your own cost.

FAQ

Frequently Asked Questions

Need help? Find answers to common questions about our returns, refunds, and cancellations below.

I have an issue with my product, what should I do?

Contact us immediately with details of the issue, and we’ll advise you on the next steps. You can call 0121 274 8575 or email info@flooringsurgeons.co.uk

If you notice any damage ON DELIVERY, please accept the goods, take photos, and sign for them as damaged on the POD (Proof of Delivery). Check how many planks are affected, then contact us as soon as you can. We’ll arrange a replacement or refund for you.

Are there any products that are non-returnable?

What does ‘resalable condition’ mean?

Do you collect returns?

What happens if I have excess flooring?

I bought my order through Klarna, how does this affect my return?

I’ve changed my mind, how do I cancel my order?

When will I receive my refund?

Still Got Questions?

Our team can help you decide the best option before you book your return

Call Us Mon-Fri 9am-6pm 0121 274 8575

Email Support Response within 24hrs info@flooringsurgeons.co.uk