Refund and Returns Policy

At Floor Easy, we want customers to feel confident when placing an order. This policy explains how cancellations, returns, damaged goods and refunds are handled.

Returns at a Glance

Cancellation window: Notify us within 14 calendar days of receiving your order.

Return period: After notifying us, return the goods within the following 14 calendar days.

Eligible products: Standard laminate and vinyl flooring packs purchased from flooreasy.co.uk.

Condition: Flooring packs should be unopened, unused, uninstalled and undamaged.

Damaged or faulty products: Eligible for a refund or replacement at no additional cost, subject to inspection.

Change-of-mind return costs: The customer is responsible for arranging and paying for return delivery.

Refund method: Refunds are issued to the original payment method.

Refund processing: We aim to process approved refunds within 10 business days and always within the applicable statutory deadline.

Change-of-Mind Returns

For standard products purchased online, you may notify us that you wish to cancel within 14 calendar days of receiving your order. You do not need to provide a reason.

After notifying us, you must return the products within the following 14 calendar days.

To qualify for a full product refund, flooring packs should be:

Unopened
Unused
Uninstalled
In their original packaging
Free from customer damage
In a resaleable condition

We cannot accept part-used or installed flooring as a standard change-of-mind return.

Damaged, Faulty or Incorrect Products

If your flooring arrives damaged, faulty or incorrect, please contact us as soon as possible.

Provide:

Your order number
A description of the issue
Clear photographs showing the product, packaging and damage

Once the issue has been reviewed and confirmed, we will arrange an appropriate refund, replacement or return at no additional cost to you.

Opened boxes may be considered where the product was opened to discover or demonstrate damage, a fault or an incorrect item.

Do not install flooring that appears damaged, faulty or incorrect. Installing the product may make it more difficult for us to assess the issue.

Return Delivery Costs

For change-of-mind returns, the customer is responsible for arranging and paying the return delivery cost.

For confirmed damaged, faulty or incorrect products, Floor Easy will cover the reasonable return cost or arrange an alternative suitable solution.

We do not automatically include a prepaid return label with every order. Please contact us before sending anything back so that we can provide return instructions and a return reference.

How to Request a Return

Telephone or WhatsApp: 07557 424479
Email: info@flooreasy.co.uk

Please provide your name, order number and the reason for contacting us. A reason is not required when exercising your statutory right to cancel an eligible online order.

Once your request has been reviewed, we will provide return instructions and a reference number. Do not return products without first contacting us.

All returned products must be packaged securely. Where possible, keep the packs on their original pallet and use the original protective packaging.

We recommend photographing the goods before they are returned and retaining proof of dispatch.

Refunds

Once the returned products have been received and inspected, we will confirm whether the return has been approved.

Approved refunds will be issued to the original payment method. We aim to process refunds within 10 business days and always within the applicable statutory deadline.

Your bank or payment provider may require additional time to display the refund in your account.

For an eligible cancellation, the refund will include the standard outbound delivery charge where required by law. Any additional amount paid for an enhanced or expedited delivery service may not be refundable.

Non-Returnable Products

Unless faulty, damaged or otherwise covered by your statutory rights, we may be unable to accept:

Installed or part-used flooring
Customer-damaged products
Products altered after delivery
Personalised, custom-made or specially ordered products
Products that cannot be identified as having been purchased from Floor Easy
You can contact us any further information or questions:

Telephone: 07557 424479
Email: info@flooreasy.co.uk
Customer support hours: Monday–Friday, 9:00 AM–5:00 PM