Refund policy
Refund & Returns Policy
Simple, transparent, and fair return guidelines for your peace of mind
📦 Standard Returns
We accept returns within 30 days of delivery. We only accept complete, completely unopened, and factory-sealed packs in perfect, resalable condition.
⚠️ Change-of-mind returns carry a 15% restocking fee, as charged directly to us by the manufacturers.
🚨 Damages & Shortages
Any transit issues, missing boxes, or damaged planks must be reported to support@flooringmonster.com within 48 hours of delivery.
Please include your Order ID and clear photographic evidence so we can immediately arrange free replacements.
How to Process a Return
- Step 1: Contact Support: Email our team at support@flooringmonster.com with your name, Order ID, and photos of the sealed packs you wish to return.
- Step 2: Package Securely: All returned packs must be securely wrapped on a pallet or packed safely to prevent transit damage. Take photos of your packaged items before they leave your premises.
- Step 3: Arrange Shipping: Return shipping costs are the full responsibility of the customer. You must ship returns back using a trackable courier service to our official return address:
171-173 Bolton Rd
Blackburn, BB2 3QJ
Refund Processing Timeline
Once your returned items arrive safely at our Blackburn warehouse, our logistics team will inspect the packs. Approved refunds are processed back to your original payment method within approximately 5 to 10 working days of arrival. Shipping costs from your original order are strictly non-refundable.
Pro-Tip: Keep a Spare Pack!
We highly recommend keeping at least one box as a spare! Flooring colors, textures, and locking systems can occasionally be discontinued by manufacturers, and slight batch variations can occur over time. Having a spare box from your exact original batch is incredibly valuable for any potential future repairs.
Legal & Statutory Disclosures
We hope that you enjoy the purchases you make from FLOORING MONSTER. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy. As an alternative to the return options provided by your statutory rights, customers may return items purchased from FLOORING MONSTER under this Returns Policy in accordance with the following terms.
If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy, we will let you know that your return has been received and accepted. You will receive a refund via your original payment method. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy, we will let you know why your return has not been accepted. We may offer a reduced refund (e.g. if an item is returned damaged). You will have the option to take the item back (note that you may be required to pay for shipping if necessary).
The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way – it simply provides our customers with an additional returns option. A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances.
"Enquiry Only" / "Get a Price" items may be returned or exchanged within 30 days of delivery. Items must be unused, in their original packaging, and in resalable condition. Any item that has been installed, used, or altered in any way cannot be returned. A restocking fee of 20-30% applies to all approved returns of "Enquiry Only" / "Get a Price" items. The exact percentage depends on the manufacturer’s terms.