At Flooring Home Shop, we take pride in the quality of our engineered wood, laminate, and real wood flooring products. We want you to be completely satisfied with your purchase. If for any reason you are not happy, our straightforward returns and exchanges policy is designed to make the process as smooth as possible.

Returns Timeframe

You may return most unused items in their original packaging within 15 days of receipt for a full refund or exchange. Please note that certain products are non-returnable (see section below).

Non-Returnable Items

To ensure the safety and quality of our specialised flooring products, the following items cannot be returned or exchanged:

  • Flooring Underlays & Foam Underlay: For hygiene reasons, once opened.
  • Installation Tools & Door Bars: For safety reasons, once used or opened.
  • Scotia Beading: If cut to size or removed from its original packaging.
  • All products that have been installed, used, or are not in their original condition.

Step-by-Step Return Process

  1. Submit a Request: Contact our customer service team at [email protected] within 15 days of receiving your order. Please include your order number and reason for return.
  2. Wait for Approval: Our team will review your request and provide you with a Returns Authorisation (RA) number and instructions within 2 business days.
  3. Pack the Items: Securely pack the items in their original packaging, including all documentation and accessories.
  4. Ship the Items: Send the package to the address provided in your returns instructions. We recommend using a tracked shipping service. Return shipping costs are the customer’s responsibility, unless the return is due to our error.
  5. Inspection and Processing: Once received, our team will inspect the returned items. Upon approval, your refund or exchange will be processed.

Important: Please do not send returns without first obtaining an RA number. Returns received without this number may be delayed or refused.

Refund Timeline and Method

After we receive and inspect your return:

  • Timeline: Please allow up to 10 business days for the refund to be processed.
  • Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Please note that your bank or payment processor may take additional time to post the refund to your account.

Exchanges

If you need to exchange an item for a different size or product, please follow the standard returns process. Once your return is received and inspected, we will ship the new item to you. Standard shipping charges will apply for the new item.

Return Shipping Address

Please ship your authorised returns to:

Flooring Home Shop
Returns Department
32 St Thomas’ St
Sunderland, GB SR2F 7CM

Returns Request Email Template

To help you get started, feel free to use the template below when contacting us.

Subject: Returns Request – Order #[Your Order Number]

Email Body:

Dear Flooring Home Shop Customer Service Team,

I would like to request a return/exchange for my recent order.

  • Order Number: [Your Order Number]
  • Product Name(s): [Name of the product(s) you are returning]
  • Reason for Return/Exchange: [Please specify your reason here]

Please provide me with a Returns Authorisation number and further instructions.

Thank you,

[Your Full Name]

If you have any further questions, our dedicated customer service team is here to help. Contact us at [email protected].