Returns
You have 14 days to change your mind, counted from the day you receive the order. Below is exactly what can and cannot be returned.
What can be returned?
| Unopened packs | Yes, within 14 days |
|---|---|
| Opened packs | No |
| Installed flooring | No |
| Made-to-measure items | No |
| Free samples | No need to return them |
The reason opened packs cannot be returned is practical: once the film is off, we cannot guarantee the pieces are undamaged and complete, and we cannot resell them as new.
How to return
- Report your return within 14 days through the contact form or by phone. Quote your order number and which items are involved.
- We send you return instructions with the return address.
- Repack the packs as you received them, on a pallet if there are more than four. Loose packs almost always get damaged in transit.
- Send back within 14 days of your notification.
- We inspect and refund within 14 days of receipt.
Return costs
The cost of returning is yours. For a parcel that is a modest amount; for a pallet a carrier quickly charges € 75 to € 125. We can arrange the transport for you and offset the cost against your refund — usually cheaper than booking it yourself.
If something went wrong at our end — wrong item supplied, transit damage you noted on the consignment note, or a manufacturing fault — the return costs are of course ours.
Ordered too much?
It happens often, and it is no bad thing. Keep one unopened pack as a spare: if a plank is damaged in five years’ time, you still have exactly the same batch. A re-order almost always comes from a different production run, with a minimal but visible colour difference.
Warranty
We give 20 years warranty against wear on our click floors under normal domestic use, and 15 years on dry-back. The warranty covers wear of the top layer and manufacturing faults. Not covered: scratches from grit or furniture legs without felt pads, water damage from a leak, discolouration from prolonged direct sunlight, and damage from incorrect installation.
Keep your invoice — it is your proof of warranty. For a claim we ask for photos and your order number.