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Refund & Delivery Policy

This policy outlines our delivery procedures and return/refund conditions. By placing an order, you agree to the terms below.

DELIVERY POLICY

1. Delivery Areas

We deliver across the United Kingdom. Delivery availability may vary depending on location and product type.

If delivery restrictions apply to your postcode, we will contact you before processing the order.

2. Delivery Charges

Delivery charges are calculated automatically at checkout based on order value.

Typical structure:

  • Orders under £250 → Standard delivery fee
  • Mid-value orders → Reduced delivery fee
  • High-value orders → Free delivery (where applicable)

Exact delivery pricing will always be shown before payment.

3. Delivery Times

Estimated delivery times are provided at checkout and in order confirmations.

Typical delivery timeframe:

  • Standard items: 2–5 working days
  • Large or special orders: 5–10 working days

Please note:

  • Delivery times are estimates, not guarantees
  • Delays may occur due to courier issues, stock availability, or peak periods

4. Delivery Process

Orders are delivered via trusted courier partners.

Customers are responsible for:

  • Providing accurate delivery details
  • Ensuring access to the delivery location
  • Being available to receive the goods

If delivery fails due to incorrect details or missed delivery attempts, re-delivery charges may apply.

5. Inspecting Your Order

Please inspect your order upon delivery.

If you notice:

  • Damaged items
  • Missing products
  • Incorrect items

You must notify us within 48 hours of delivery by contacting:

contact@yourfloordirect.co.uk

 

Photographic evidence may be required to process claims.

6. Risk of Goods

Responsibility for goods transfers to the customer once delivery is completed and accepted at the delivery address.

REFUND & RETURNS POLICY

7. Returns Eligibility

We accept returns under certain conditions.

To be eligible for a return:

  • Items must be unused and in original packaging
  • Products must be in resellable condition
  • Return requests must be made within 14 days of delivery

Returns may not be accepted for items that have been:

  • Installed or partially used
  • Cut or modified
  • Opened beyond inspection

8. Flooring-Specific Return Conditions

Due to the nature of flooring products:

  • Opened packs may not be eligible for return
  • Bulk orders may be subject to restocking fees
  • Colour variations between batches are normal and not considered faults

We strongly recommend ordering slightly more material to account for cuts and waste.

9. How to Request a Return

To request a return, contact us at:

contact@yourfloordirect.co.uk

 

Include:

  • Order number
  • Product details
  • Reason for return
  • Photos (if applicable)

We will provide return instructions if eligible.

10. Return Shipping

Unless the product is faulty or incorrect:

  • Customers are responsible for return shipping costs
  • Returns must be securely packaged to prevent damage

We recommend using a tracked delivery service.

11. Refunds

Once a returned item is received and inspected, we will notify you of the refund status.

If approved:

  • Refunds will be issued to the original payment method
  • Processing times may vary depending on the payment provider

12. Non-Refundable Situations

Refunds may not be issued for:

  • Used or installed flooring
  • Damaged returns due to poor packaging
  • Returns outside the eligibility window
  • Custom or special-order items

13. Faulty or Incorrect Items

If you receive a faulty or incorrect product:

  • Contact us within 48 hours of delivery
  • Provide clear photos of the issue

If confirmed, we will offer:

  • Replacement
  • Partial refund
  • Full refund (where appropriate)

This does not affect your statutory rights.

14. Cancellations

Orders may be cancelled before dispatch.

If the order has already been shipped:

  • It will be treated as a return
  • Delivery and return costs may apply

15. Your Consumer Rights

This policy does not affect your statutory rights under UK consumer protection laws.

You may have additional rights under:

  • The Consumer Rights Act 2015
  • Distance selling regulations

16. Contact Us

For delivery or return enquiries, please contact:

YourFloorDirect Worcester
Email: contact@yourfloordirect.co.uk
Location: 51 Upper Tything, Worcester WR1 1JY, United Kingdom