Overview
We want you to feel confident when ordering flooring from Dubwoods Flooring online. If something is not right, this policy explains how returns, cancellations, and refunds work when purchasing from us.
1. Your Right to Cancel
As an online customer, you have the right to request a return of your order within 28 days of receiving your flooring. If 28 days have passed since your purchase we can no longer offer you a refund or exchange. All returns are subject to a restocking and handling charge equal to 25% of the purchase price plus any return carriage charges (unless faulty or incorrect).
To cancel, you must notify us in writing either via email or enquiry form on our website.
Refunds are issued within 14 days of us receiving the returned items and completing inspection. Any opened or damaged boxes will not be eligible for a refund.
Important: Bespoke, made‑to‑order, or cut‑to‑size products are exempt from cancellation rights unless faulty.
2. Eligibility for Returns
To qualify for a return:
Products must be unused, unopened, in their original packaging and in resalable condition.
Flooring must be stored in a clean, dry environment, laid horizontally, elevated off the ground and handled carefully.
Any items damaged due to incorrect storage, installation attempts, or mishandling cannot be refunded.
Please note, once flooring is fitted it is considered accepted and non-refundable.
3. Returns & Costs
Return shipping costs are the customer’s responsibility, unless the product is faulty or incorrect product is delivered. When return has been initiated by the customer, goods in transit are their responsibility until received at our premises. We would strongly recommend using a trackable & reputable shipping provider, in addition to purchasing shipping insurance to cover to total value of your order.
Upon request we may be able to arrange collection. Fees vary based on weight, location, and courier rates. Please contact us on 0203 906 2868 for more information.
Any delivery charges that have been charged up to this point are non-refundable, apart from when order has been cancelled before picking & packing.
4. Damaged or Faulty Goods
Upon arrival of your order, it is your responsibility to open, inspect and report of any damages, visible or hidden. Any visible damages must be signed for with courier/driver and we must be notified before they have left your premises.
Should damages be identified once courier/driver has left, please contact us immediately on 0203 906 2868 or sales@dubwoods.co.uk
Where appropriate we will replace the affected items or issue a refund upon return of items.
5. Incorrect Items Delivered
Upon arrival of your order, it is your responsibility to check the correct items have been delivered. If you have received the wrong product, please contact us immediately on 0203 906 2868 or sales@dubwoods.co.uk
If an incorrect item has been delivered, it must be returned to us in the same condition it was received. Products should be handled with care, kept undamaged, and remain in a clean, fully resalable state, including all original packaging and accessories. We reserve the right to refuse a return or adjust the refund amount if the item shows signs of use, damage, or neglect beyond what is necessary to inspect the product. (Please refer to Point 2 above.)
We will arrange collection and replacement at no additional cost within a timely manner.
6. Refunds
Once your return is received, inspected and should all the above stated points be in order, refunds are issued to your original payment method. You will be notified upon receipt of returns, inspection and approval/rejection of your return. Refunds typically appear within 5-7 working days, depending on your bank.
Deductions or complete refusal may apply if items are returned in poor condition or packaging is missing.
Any carriage/shipping costs that have been charged up to this point are non-refundable, apart from when order has been cancelled before picking & packing. (Does not apply if incorrect items have been delivered)
7. Non‑Returnable Items
The following cannot be returned unless faulty:
- Any opened packs of flooring or accessories
- Special‑order flooring or trims / thresholds
- Bespoke or Hand-Crafted flooring or trims / thresholds
8. How To Start a Return
To begin a return or cancellation, contact our customer service team with:
- Your order number
- Full Name & Address
- The items you wish to return
- Reason for return
- Photos (if incorrect, damaged or faulty)
- We’ll guide you through the next steps accordingly.
Should you require any further assistance or wish to discuss any of the above points in more detail please contact us on 0203 906 2868 or alternatively via email on sales@dubwoods.co.uk