Refund policy

UK Consumer Returns Policy

We recognise that sometimes things don’t go as planned, and you may need to return your order. We are here to assist you in any way we can. Please find below some straightforward steps to ensure a smooth return process. If you have any uncertainties, please don't hesitate to reach out, and we will be happy to assist you.

Return Procedure: Please contact us to request a returns number within 14 days of receiving your order. Subsequently, ensure that your order is returned within 14 days of receiving the returns number. To initiate the return process, kindly email us at  info@essexflooringoutlet.co.uk, providing your order number and reason for return in the email. When returning items, ensure they are properly packaged to prevent damage during transit and are in a resalable condition. Make sure to clearly indicate your returns number on the packaging. Please note that the cost of return shipping is the responsibility of the customer. We recommend utilising Transglobal Express to arrange your returns, as they offer competitive rates from various providers and typically provide insurance against loss or damage for return shipments. Returns will be inspected upon receipt, and if they are deemed to be in a resalable condition, a refund will be issued within 7 days.

Return Conditions: Bespoke items such as vinyl and cut-to-order products are subject to a 25% restocking fee. If you have ordered excess flooring packs and wish to return them, a 25% restocking fee will apply. Items must be returned in an unopened, unmarked, undamaged, and resalable condition. Delivery charges are non-refundable. Returns are accepted Monday to Friday from 9:00 am to 5:00 pm.

UK Trade Sale Returns: For trade sales within the UK, please request a returns number within 7 days of receiving your order and ensure the return is made within 7 days of receiving the returns number. To initiate the process, please email us at info@essexflooringoutlet.co.uk, providing your order number and reason for return. Stock items returned will incur a 30% restocking charge. We are unable to accept returns of bespoke items, special orders, or part orders. Returned items must be in an unopened, unmarked, undamaged, and resalable condition. Delivery charges are non-refundable.

If you are considering placing an order, here are some steps to help minimise the likelihood of needing to return your items:

Request a sample: We offer free samples of all our products, allowing you to assess them in your own home before making a decision. Seek assistance with measurements to ensure you order the correct quantity. Give us a try. With our extensive experience, we guarantee secure and prompt delivery of your order.