First of all, We’d like to thank you for allowing us a chance to serve, but in the unlikely event you’re not happy with the product, and wish to return goods to us, contact us for our full returns address, our terms are as follows:

Under the Consumer Contracts Regulations 2013 and our extended terms, customers have the right to cancel a purchase within 14 calendar days of receiving goods. This does not apply to any discontinued or bespoke products, which get made to your specifications, including products which may need to be cut to measure.

If the goods purchased have not been dispatched we will issue the cardholder a full refund within 5 working days from receipt of the refund request.

If the goods have already been dispatched or you have already taken delivery, you must follow our procedure by contacting us via telephone (020 3287 6206) or via email (info@theflooringmasters.co.uk). We will then provide you with details on how to return the goods to us, and a returns form will be emailed to you.

Customers wishing to return items do so at their own cost. We bare no responsibility for fees incurred when returning goods to us.

In any case of a mistake order / change of mind or return of flooring within a 14 day period from the date of order placed online, you must ensure that any products returned are fully packed, as received, and are in a resalable condition. If you have opened any boxes to examine the product, we recommend you return them to their original packaging, as it is specifically designed for the product. Any packs returned in damaged condition or tampered packing will not be eligible for refund. Once the products have been returned to our warehouse, inspected and confirmed to be in a resalable condition (please note you are responsible for any costs incurred in sending the items back to our warehouse). A refund will be issued minus the logistic charges, to you within 14 working days.

Adding further, If the customer wishes to return the flooring after the 14 days return policy but not exceeding 30 days, will incur a 30% restocking fee plus any logistic charges. Please ensure, the products returned have to be in a re-saleable condition. Any packs returned in damaged condition or tampered packing will not be eligible for refund.

All items remain the responsibility of the consumer until they are signed for at our Warehouse.

It is your responsibility to ensure that goods are returned to our Warehouse in the condition you would wish to receive goods in. This means ensuring that goods are in their original packaging, with clear tape used to seal packaging.

If you cancel an order which has been dispatched but has not yet been delivered, we will refund the order, minus any other logistic costs but not limited to delivery and return costs incurred.

All returns must accompany a returns form, Please contact our team to get a link to the returns form.