Returns & Refunds
Shop With Confidence
Simple returns, clear policies and helpful support when you need it.
Why Shop With Us
Our Customer Promise
30-Day Returns
Return any unopened packs within 30 days of delivery. We make the process as straightforward as possible.
Dedicated Support
Our customer team is available to help with any returns query. Simply get in touch and we will guide you through the process.
Clear Process
A simple four-step returns process ensures your return is handled efficiently and your refund is processed promptly.
Quick Resolution
We aim to process all approved returns and issue refunds within 5 to 10 working days of receiving the goods back.
Our Returns Policy
30-Day Returns
We understand that plans can change. If you no longer require your flooring, unopened packs may be returned within 30 days of delivery, subject to the conditions below.
To request a return, simply contact our team and we will guide you through the process. We aim to make returns as straightforward as possible while ensuring fairness for all customers.
Where a return is requested without a specific reason, a restocking fee of 20% may apply to cover the cost of inspecting, repackaging and returning the goods to stock. No restocking fee applies where the return is due to a fault or error on our part.
Return Eligibility
What We Need From You
To ensure your return can be accepted and processed smoothly, please make sure the following conditions are met before arranging your return.
Packs must be unopened and in their original, undamaged packaging. Products that have been opened, cut or modified cannot be returned.
The return must be requested within 30 days of your delivery date. Returns requested after this period may not be eligible.
Goods must be in a resaleable condition and suitable for return to stock. Products that show signs of damage or mishandling will be assessed on return.
Your original order number should be included with the return so we can process it quickly on receipt.
Special-order, bespoke or clearance products may be excluded from our standard returns policy. This will be made clear at the time of purchase if applicable.
Important
Fitted or Modified Flooring
We strongly recommend inspecting all flooring before installation begins. Please check the colour, specification, batch number and quantity before cutting or fitting any product.
Once flooring has been cut, fitted, laid or otherwise modified, it is considered accepted and cannot normally be returned or exchanged. This applies regardless of the reason for return.
If you have any concerns about your order, please contact our team before installation so we can assist you promptly.
Our Advice
Do not book tradespeople or arrange installation until all delivered products have been fully inspected, acclimatised and confirmed correct for your requirements.
How It Works
The Returns Process
Contact Our Team
Email us at admin@innovationflooringdirect.com with your order number and the reason for your return request.
Authorisation Issued
We will review your request and, if approved, provide you with a returns authorisation and shipping label for the return.
Goods Returned
Pack the goods securely in the original packaging and return them using the label provided. Retain proof of postage.
Refund Processed
Once received and inspected, your refund is processed to your original payment method within 5–10 working days.
Policy Notes
Refunds are processed once returned goods have been received and inspected. Any deductions required due to damage, missing items or goods not returned in a resaleable condition will be communicated clearly before the refund is issued.
Innovation Flooring Direct cannot accept responsibility for third-party installation costs, delays or associated expenses arising from product issues, delivery delays or returns. We strongly recommend checking all products thoroughly before arranging installation.
Our returns policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If you have a query about your statutory rights, please contact our team.