Returns & Refund Policy

Last updated: April 2026

Your Right to Cancel

Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. To exercise this right you must notify us in writing (email or letter) within 14 working days from the day after you receive your goods.

A telephone call is not a valid cancellation — notification must be in writing. Please email mail@wood4floors.co.uk with your order number and reason for return.

When Returns Are Not Accepted

• Once the product has been used or altered in any way (unless defective).
• Products returned more than 30 days after purchase.
• Products not in their original, complete, unaltered packaging.
• Products manufactured specifically to customer requirements.

Return Procedure

1. Contact us in writing with your order number and reason for return.
2. We will issue a complaint form if the return is due to a defect — please complete and return this.
3. Repackage the product in its original packaging, including any accessories or documentation.
4. Ship the goods back to: Wood4Floors Ltd, Unit 11, Malham Road Industrial Estate, Forest Hill, London SE23 1AH.

Return Shipping Costs

You are responsible for paying shipping costs when returning products, unless the goods were incorrectly sent by us or are being returned due to a proven defect. We will not issue refunds for items lost or stolen in transit to us.

Restocking Charges

We reserve the right to apply a 35% restocking charge where goods are returned due to over-ordering or where some portion of the goods are no longer required. This applies only where goods were correctly supplied by Wood4Floors Ltd.

Refund Timescales

Subject to the above conditions, we will refund the purchase price of a returned product within 30 days of receiving written notification of your intention to return the product. Refunds are made to the original payment method only.

Defective Goods

Where a customer experiences a fault with a product, it can be returned subject to our returns policy. We may reserve the right to inspect the goods on site before accepting a return. Where a site inspection is requested, a charge of £150.00 plus travelling expenses applies — this is fully refundable if the complaint is upheld.

Please note that wood flooring is a natural product and you would normally expect the goods to exhibit natural characteristics of the wood species, subject to manufacturing tolerances.

Questions

If you have any questions about a return or refund, please contact us or call 020 8699 7527. We aim to respond to all queries within 14 working days.