Returns

At Floormart, we want you to feel confident when ordering from us. We understand that sometimes a product may not be quite right, you may have ordered more than you need, or there may be an issue with your order. Whatever the reason, our team is here to help make the returns process as straightforward as possible. This page explains how to request a return, which products are eligible, and what happens once your request has been submitted. If you’re unsure about anything along the way, please get in touch with our team and we’ll be happy to help.

Overview

Returns Window - Assuming it is an eligible product, 30 days of the purchase date.
Item Condition - Returned goods must be unused, unopened where applicable, complete, undamaged, in original packaging where reasonably possible, with all accessories, instructions, parts, labels and documentation included, and in a condition suitable for resale as new.
Excluded Products - The following products are excluded from our returns policy:
- Consumable Products - Including but not limited to; screed, adhesive, primer, DPM, floor cleaners and any other perishable product with an expiry date.
- Special Order and Non Stock Items - Including but not limited to; flooring products cut from roll and items not normally held as standard stock by Floormart.
- Damaged and Used Products - If a product has been clearly used or damaged in any way that would affect its ability to be resold, it would be deemed as excluded from our returns policy.

Please note that some returned products may incur a restocking charge.

Frequently Asked Questions

How long do I have to return an item?

Eligible products can be returned within 30 days of the purchase date.

What condition does my return need to be in?

Returned goods must be unused, complete, undamaged and in a condition suitable for resale as new.

Are any products excluded from returns?

Certain products may be excluded from our returns policy, including consumable products, special-order items and products that have been cut or altered to your requirements. The exclusions can be found above, at the top of this web page.

How do I arrange a return?

In order to arrange a return, you must complete and submit the "Request a Return" form. Once this has been submitted to us, it will be sent to sales@floormart.co.uk who will be in touch regarding your return.

Do I have to pay to return an item?

Unless the product is faulty or has been supplied incorrectly, you are responsible for arranging and covering the cost of returning the goods to us.

Can I return an item in person?

If you would prefer to return your goods in person, please contact sales@floormart.co.uk beforehand so we can confirm the return and provide you with the relevant information.

How long will my refund take?

Once your returned goods have been received and inspected, we will process your refund as soon as possible. Please allow additional time for the refund to appear in your account depending on your payment provider.

What should I do if my order arrives damaged?

If your order arrives damaged, please contact sales@floormart.co.uk as soon as possible. Where possible, please provide photographs of the damaged product and packaging to help us resolve the issue.

What should I do if I have received the wrong item?

If you have received an incorrect item, please contact our customer service team and provide your order details. We will review the issue and advise you on the next steps.

Can I return an item without a Return Authorisation Number (RAN)?

Please do not send goods back to us until your return has been approved and you have received your RAN. Returning goods without authorisation may delay the processing of your return or refund.

Can I return special-order or non-stock items?

Products specially ordered, manufactured, cut or otherwise supplied specifically for your order may not be eligible for return unless they are faulty or have been supplied incorrectly. We recommend contacting us before placing an order if you are unsure whether an item is returnable.

Can I return part of my order?

Yes, where the products are eligible for return, you can request to return individual items or quantities from an order rather than returning the entire order. Enter the desired products into the form on this page and a member of our team will be in touch to walk you through the next steps.

Who pays the return delivery cost?

If you are returning an unwanted product, you will be responsible for the return arrangements and costs.

Do returned products need to be in their original packaging?

For unwanted goods, products should be unused, unopened and returned in their original, undamaged packaging. Different requirements may apply where an item is faulty or defective.

Can I return cut flooring or products cut to size?

Products that have been cut, altered or prepared specifically to your requirements will generally not be eligible for return.

What happens if my return is refused?

If we are unable to accept a return, we will explain the reason. This may include products that have been used, opened, damaged after delivery, specially ordered, cut to size or otherwise fall outside our returns conditions.

Where should I send my return?

Please do not send goods back until your return has been authorised. Once approved, our team will provide your RAN and confirm the correct return address and any instructions you need to follow.

How do I contact Floormart about an existing return?

If you have already submitted a return request, please quote your order number and RAN (where issued) when contacting us. This will help our team locate your return and assist you more quickly.

Returns Process

We aim to make our returns process as simple as possible. If you still have questions, here is a complete step-by-step breakdown of how it works.

Once you have submitted your return request, our team will review and process the information provided.
Once your return has been processed, a member of our team will be in touch to confirm your Return Authorisation Number (RAN) and provide the address to which your goods should be returned.
Please do not send any goods back to Floormart until you have received your RAN and return instructions.
When returning your goods, please ensure your RAN and order reference are clearly included with the return. This will allow our team to identify your goods and process your return as quickly as possible.
Goods returned without a valid RAN may experience delays in processing.