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Online Refund Policy

At Floor Giants, we believe your flooring should bring joy from day one—which is why we've crafted a straightforward, customer-first returns policy to give you complete confidence. Whether you've had a change of heart, discovered a leftover pack gathering dust, or your order arrives with an unexpected hiccup, our 30-day guarantee has you covered. For damaged items, simply reach out within 7 days to kickstart a swift resolution.

We've kept things simple: no hidden traps, clear timelines, and dedicated support to make returns as stress-free as possible. Just remember, for custom-cut items, they're tailored just for you and can't be returned—more on that below.

Important First Step: No matter the reason, contact our friendly Customer Care team before sending anything back. This ensures everything's prepped for a seamless process, avoiding any delays.

Ready to Return? Here's Your Quick Guide

Changed Your Mind? No Problem

Fancy a rethink? Return unopened, unused items in their original packaging within 14 days of delivery (or before dispatch) for a full refund. It's that easy.

  • Your Costs: You're responsible for return shipping. Original delivery fees? Non-refundable, sadly.

  • Refund Timeline: We'll process your refund within 14 days of the items landing safely back with us.

To Get Started:

  • Your sales order number (found on your confirmation email)

  • Your contact details

Email returns@floorgiants.co.uk or visit Contact Us—let's sort this!

Leftover Packs or Offcuts? Turn Extras into Credit

Finished your project with a few unopened packs to spare? Return them within 14 days of delivery for a hassle-free refund. (Pro tip: Stash them in a dry spot, they might save the day on a future fix-up!)

  • Condition Check: Packs must be in pristine, original packaging.

  • Your Costs: Return shipping is on you; original delivery stays non-refundable.

  • Refund Timeline: Expect it within 14 days once we're back in possession.

To Arrange:

  • Sales order number

  • Contact details

Email returns@floorgiants.co.uk or visit Contact Us—we'll guide you every step.

Order Arrived Damaged? We'll Make It Right, Fast

Spot a snag upon arrival? Accept the delivery and note it as "damaged" on the signature. Then, let us handle the rest.

  • Notification Window: Tell us within 7 days of delivery to keep things moving.

  • What We Need: Snap clear photos or videos of the issue, your evidence powers our quick action.

  • Your Options: Prefer a speedy replacement? We'll dispatch it on the next available slot. Opting for a refund? Processed in 14 days once the item arrives back to us.

To Claim:

  • Sales order number

  • Contact details

  • Photo/video proof

Email returns@floorgiants.co.uk or visit Contact Us—our team's on standby to turn this around.

Non-Returnable Items: Keeping It Fair and Custom

We love crafting perfect fits, but some items are made just for you:

  • Cut-to-Size Products: Non-returnable due to their bespoke nature—once cut, they're yours to keep.

  • Clearance Deals: Sold as seen (remnants, roll ends, overstocks included), so no refunds or exchanges. We reserve the right to pull them without notice, and trade discounts don't apply here.

This protects everyone while letting us offer unbeatable prices on specials.

Why Choose Our Returns? Simple, Fair, and Always on Your Side

Unlike some in the industry who pile on fees or red tape, we're all about transparency—no surprise charges beyond what's noted, and we're here to help you keep that project on track. Plus, in line with the Consumer Rights Act 2015, if goods are faulty or not as described, you're entitled to repairs, replacements, refunds, or compensation—beyond our standard guarantee.

Refunds always hit your original payment method at the purchase price (sale items included), but items are your responsibility until they reach our warehouse. Pack them securely to avoid any transit woes—if they're not in tip-top shape, we might need to send them back.

 

Let's Chat—We're Here for You

Got questions or ready to return?

Live Chat
Available Monday to Friday, 9am – 5pm
Saturday, Closed | Sunday, Closed

Message Us
Send us a message via our Facebook Inbox.

Email Us
Drop us an email, and we’ll aim to get back to you as soon as possible - sales@floorgiants.co.uk.

Contact Form
Fill out the Contact Form on our Contact Us page on our website.

Call Centre Hours
Monday to Friday, 9am – 5pm
Saturday & Sunday, Closed

For in-store purchases, the in-store refund policy will apply.

Thank you for choosing Floor Giants!