​Cancellation, Exchanges, Returns and Refunds

We cannot offer any refunds for customised or bespoke goods which are not damaged or defective. This includes Strong Loc, made to measure mats, and mats with any form of printing, including lettering or pictures. Furthermore, cancellation of bespoke orders is only possible if it has yet to be produced by our workshop. Post production cancellation is generally not available, but please call our customer service centre on +44 07834 542533 for further information.

Cancellations

We do hope you will be delighted with your purchases. If for any reason you are not pleased with your purchase, you must inform us within 14 days of receipt of goods that you wish to cancel your order. You can do this via email sales@floorindustries.co.uk or via phone +44 07834 542533.

Exchanges and Returns

Please contact us prior to returning your goods, via email sales@floorindustries.co.uk or via phone +44 07834 542533, so that we can specify the correct returns address. If an exchange is required, it is your responsibility to check with us that the stock is available to make the exchange.

Please return the goods, unused and in their original packaging, within 28 days from receipt of the goods for a refund or an exchange.

Please note that, for reasons of hygiene, we are unable to offer refunds or exchanges on any used product. We cannot accept returns of customised or bespoke goods.

We will not accept any responsibility for loss or damage to goods returned in this way until they are received at the address specified by Floor Industries. We strongly recommend that returns are sent by 'recorded courier delivery' and the original proof of posting is kept. Please note that we are not responsible for return postage other than for incorrectly supplied, defective or damaged goods. It is your responsibility to contact our customer service centre via email sales@floorindustries.co.uk or via phone +44 07834 542533 to authorise the returns process. Return postage for goods returned for any other reason than incorrectly supplied, defective or damaged goods shall be solely at your cost. We are also unable to refund more than the original payment made for the order.

Refunds

You are only eligible for a full refund if you have informed us that you wish to cancel via email sales@floorindustries.co.uk and we have confirmed receipt of said email or via phone +44 07834 542533 within 14 days of you receiving your goods.

Once we receive the goods in their original condition, and to the address that we advised you when you informed us of the intention to cancel, we shall refund you within 14 days of receiving the goods back, or where applicable, replacement goods will be dispatched to you.

We are unable to refund more than the original payment made for the order. We are unable to refund more than the original delivery cost for the goods please bear this in mind before paying for return delivery.