Refund policy

Return and Cancellation Policy

At Flooring Masters, we are dedicated to delivering high-quality products and exceptional value. We understand that sometimes plans change or unexpected issues arise. To assist you, we’ve outlined our return and cancellation terms clearly and simply.

Your Right to Cancel or Return

We are happy to provide refunds for products returned in unopened, unused, and undamaged condition.

Change of Mind Returns

Within 14 Days

  • Cancel your order within 14 days of delivery.

  • Return the goods at your expense.

  • No restocking fee applies.

After 14 Days

  • Returns and exchanges are accepted, subject to a minimum 20% restocking fee (restrictions apply).

  • No returns accepted beyond 30 days from the delivery date.

Commercial and B2B Sales

Within 14 Days & Beyond

  • A 20-45% restocking fee applies to all non-faulty returns.

  • Return costs are payable by the customer.

  • This policy applies exclusively to commercial and B2B sales made through www.flooringmasters.co.uk.

Faulty or Damaged Goods

  • Report manufacturing defects or transit damage within 5 days of delivery.

  • We will arrange a replacement at no cost to you.

  • Photographic evidence of damage before removing packaging is required. Please email photos to sales@flooringmasters.co.uk.

How to Return Your Purchase

  1. Contact us via email at sales@flooringmasters.co.uk or by phone to initiate the return process.

  2. Our customer service team will provide a return authorisation number.

  3. Return goods to: Flooring Masters, Unit 1, Downsbrook Trading Estate, Southdownview Way, Worthing, BN14 8NQ

  4. Upon receipt, we will process your refund using the original payment method.

Customer Responsibilities for Returns

  • Arrange courier transport and ensure the safe return of goods with proper protection.

  • Any damages will be deducted from the refund amount.

  • Non-faulty goods must be returned complete, unused, and in “as new” condition within 30 days.

Non-Returnable Products

We cannot accept returns for the following items:

  • Accessories

  • Glue, Liquids, Screeds, Tools

  • Tubs, Bags

  • LVT Design/Feature/Inlay Strips

Bespoke and Specialty Orders

Carpet, Sheet Vinyl, and Bespoke Material Orders

  • Custom orders, including cut-to-size carpet or sheet vinyl, are non-returnable.

  • Statutory cancellation rights do not apply to these bespoke items.

Return Request Denials

We reserve the right to decline return requests in specific cases, including:

  • Goods or services valued at £45.00 or less.

Failed Deliveries

If delivery cannot be completed due to:

  • Absence at the delivery location

  • Lack of assistance for unloading

  • Refusal of goods

  • Cancellation while goods are in transit (less than 24 hours before the scheduled delivery date)

Any additional costs incurred for the return will be charged to you.

Related Information

  • [View Delivery Information Here]

  • [View Full Terms and Conditions Here]

For any questions or further assistance, please contact our customer service team.

Flooring Masters is a trading style of Flooring Hut Ltd. Registered in England & Wales, Company Registration Number: 09611722. VAT Reg: 230 8750 19