Returns & Cancellations

Returns & Cancellations

Have you ordered too much flooring, chosen the wrong floor or received damaged flooring and need to make a return? Our team are on hand to help you.

Cancelling Your Order

You can cancel your order up to 14 days after the day of delivery for a full refund. Please note that this does not apply if the product you ordered is cut to measure or specially ordered. To cancel your order, you will need to email BestatFlooring at [email protected] and notify us that you wish to cancel your order. Our team will then get in touch with you to make the necessary arrangements.

If you wish to cancel you must keep the goods in your possession and take reasonable care of them until you return them to us. Goods should be carefully repackaged and returned to us at the address provided in your Order Confirmation complete, unused and in ‘as new’ condition. See our terms and conditions for further information.

Please note, you are responsible for returning the goods to us at your expense and any original delivery cost is non-refundable.
We will refund the price of the goods, less any delivery costs or charges incurred, to you within 30 days. We will not be liable for the delivery costs incurred by you for the return of the goods. If you do not return the goods within 30 days of the date of your cancellation or if you request collection then we shall be entitled to arrange to collect the goods and shall charge you up to a £200 fee for such collection.

Damaged Goods

It is important to check the packaging for any visual damage to the goods and sign for your order on arrival. If you have received damaged goods or there are missing items, please make sure it is noted on the courier’s paperwork. We also require you to contact us directly at [email protected] within 24 hours to make sure we are aware of the problem. Please ensure you include photographic proof of the damage with your email.

Tips To Avoid Returns

Returning a floor or part of an order can be frustrating that is why we recommend the below tips to help you avoid having to make a return.
Order samples – we offer samples for many of the floors we sell. We advise ordering samples so you can get an idea of how the floor will look in your home. Some of our samples are free and if you go on to purchase your flooring from us, we will refund you for up to 3 samples. We even offer large samples for some of our floors.

See the floor in your room with our room visualiser tool. You simply need to upload a picture of your room or use one of the stock images and then choose the floor you like to see how the floor will look in your own home.

Measure your room to ensure you are ordering the right amount of flooring. We do advise that you allow an additional 5% for wastage or 10% in the case of parquet flooring.

Do not order your floor too early as you only have 14 days from the delivery date to return your order. Whilst we recommend getting your floor 3-5 days ahead of installation to allow for acclimatisation you do not need to order your flooring too early. If you want to secure your perfect floor, we can hold onto stock for up to 30 days so you can have it delivered on a day to suits you. If you would like us to hold stock for you, we recommend you speak to one of our sales team on 0113 831 4313.

For more information you can read our full terms and conditions.