This page (together with the documents expressly referred to on it) tells you information about our returns and refunds policy, it applies to any products purchased from us (Products) The term Products includes all products listed on our site including, without limitation, flooring (Flooring). Some of the Terms relate to Flooring only, in which case we will specifically refer to Flooring.
We hope you will be pleased with your new purchase. But if for any reason you wish to cancel your order before delivery please let us know as soon as possible. If the Flooring has not yet been cut to your size, we will cancel your order and refund full payment.
If within 14 days of receiving your order you wish to return any Products, you will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us – see next paragraph), to the original payment method within 28 days of the return being received and checked at our warehouse. Refunds may take up to 10 working days from the date we issue the refund for the handling bank to process the payment.
A return fee of £15 per item applies to all rugs and runners.
As permitted by law, though, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. We will process the refund due to you as soon as possible. If you returned the Products to us because they were faulty or mis-described, please see clause 8.6 of our terms and conditions.
The Products must be returned undamaged and packaged securely. Please contact us for a return label.
We will reimburse to you all payments received from you for the Products using the same means of payment as you used for the initial transaction. For returns outside of the 14 day period please contact us. Restocking fees may apply. Note: we cannot accept returns of part orders or rolls cut to size of 3 sq m or less. We cannot accept returns of our triangle tiles as they are a bespoke product.
Shipping charges on returned items are at the customer’s expense and we don’t accept responsibility for goods lost or damaged in transit. You will need to arrange the return delivery or, at our option, we may be able to arrange it for you. Please note that return deliveries are considerably more expensive than the original delivery cost, which is subsidised by us.
You must send the goods back to us, and inform us that you have done so, without undue delay and in any event not later than 14 days from the day on which you communicated your cancellation to us.
Before shipping, please wrap the flooring well (to avoid any damage in transport), attach the filled out label which we will send you, and email us a photograph of the packed flooring.
If we have agreed to arrange return shipping, collection will take place once we have received the photograph of the packaged return.
Return delivery charges will be refunded only if goods are faulty or an error has been made by us. Your statutory rights are not affected. You must let The Colour Flooring Company know of your request to return goods for any reason by emailing us.
If you’re unlucky enough to find that any items in your order from the Colour Flooring Company have been lost or damaged in transit, please make sure that this is noted down on the carrier’s delivery note and contact us immediately. We cannot accept claims for missing or damaged goods after the carrier has left the delivery address, unless they have been signed for as damaged or missing.
In the unlikely event that any of the items in your order are faulty, damaged or misdescribed, you have 3 days after delivery (or attempted delivery if refused), to let us know by emailing us. We will ask you to return the goods to us straight away.
If you wish for a replacement rather than refund, we will endeavour to do so, once your returned goods have been received by us and we have accepted your claim. Please note, though, that replacements will be sent via Standard Delivery and are subject to availability.
Check that all flooring products are in perfect condition before using them. The Colour Flooring Company cannot accept any claims for damaged, faulty or mis-described items once they have been used or fitted. Such use or fitting shall be taken as proof that the buyer or his agent has accepted that the goods are in perfect condition. You must accept full responsibility for the suitability of the items ordered for the purpose to which they are used.
In the event that you are unhappy with your floor we may ask you to send us photographs to illustrate the issue, both close up and wider room shots. We may not be able to resolve your issue until these have been received.
Return of unopened packs In cases of over-ordering, at our discretion, we accept returns of unopened packs of Corka and wood in their original condition up to 30 days after purchase. For returns made between 30 and 60 days after purchase, a 15% restocking fee applies. The customer is liable for return shipping fees. Contact us for a return label and shipping quote.
Please note, we recommend retaining a few planks for the lifetime of your floor.
For full details of our Returns policy please see Terms and Conditions.