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Returns Policy

Welcome to Luxury Flooring and Fitting. Our aim is to ensure you are completely satisfied with your purchase. If for any reason you are not, we’re here to help. This Returns Policy explains how returns are handled for products purchased through our website: www.luxuryflooringandfitting.co.uk.

(last updated: 9/12/2025)

General Information

Cancellations and returned goods are potentially subject to a £49.50 delivery fee. Returns can only be accepted within 1 calendar month after the delivery date.

To qualify for a return:

  • Products must be unopened, unused, and in their original packaging.
  • Items showing signs of damage, use, or installation cannot be accepted.
  • Proof of purchase (order confirmation or receipt) is required for all returns.

To start a return, please contact our customer service team:
📧 Email: info@luxuryflooringandfitting.co.uk
📞 Phone: 0800 001 6698

Please include your order number, items you wish to return, and reason for return. We will provide instructions on how and where to send the products.

  • Customers are responsible for the cost (£49.50) of return shipping unless the item arrived damaged or incorrect.
  • Products must be returned using a tracked and insured courier service.
  • Luxury Flooring and Fitting is not responsible for lost or damaged parcels during return transit.

Once we receive and inspect your returned items, we will notify you of the approval or rejection of your refund.
If approved:

  • Refunds are issued to your original payment method.
  • Please allow 5–10 business days for the refund to appear in your account.
  • Shipping costs paid at checkout are non-refundable, unless the return is due to our error.

The following items cannot be returned:

  • Products that have been opened or used
  • Items that have been cut, customised, fitted, or altered
  • Clearance or specially ordered items (where stated at point of sale)
  • Luxury Flooring & Fitting Limited agrees to remedy all defects arising from faulty design, materials, or workmanship by carrying out, at its discretion, repairs, replacement, or redelivery of the goods.
  • Luxury Flooring & Fitting Limited shall not be liable to pay any compensation in respect of such defects.
  • When the buyer collects the goods (including third-party collections on behalf of the buyer) or receives the delivery of the goods, it is the buyer's responsibility to check the goods description, quantity and condition.
  • The Buyer shall notify Luxury Flooring & Fitting Limited in writing (including by email or text message) of any defects in the products, shortages, or damaged goods within 25 days of the date of collection or delivery.
  • Luxury Flooring & Fitting Limited shall only be obliged to address claims relating to damaged, missing, or incorrect goods where such issues have been clearly noted in writing on the collection note or delivery note at the time of collection or delivery.
  • If the Buyer fails to do so within 25 days, the goods are considered as acceptable to the buyer and Luxury Flooring & Fitting Limited shall incur no liability afterwards.
  • The Buyer/Fitter must read the installation instructions clearly before fitting (instructions can be found inside the box; if not, please request a copy from our office 0800 001 6698 before installation).
  • Note: It is highly recommended that oiled products need another coat of oiling before or after fitting, then, depending on local traffic and wear-off, re-oiling is required every 6-12 months.

Nothing in these terms shall limit or exclude Luxury Flooring & Fitting Limited's liability for:

  • death or personal injury caused by its negligence;
  • fraud or fraudulent misrepresentation;
  • breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
  • any other liability which cannot lawfully be limited or excluded.

Subject to the foregoing:

  1. Luxury Flooring & Fitting Limited shall not be liable, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, loss of goodwill, or any indirect, consequential, or special loss arising under or in connection with the contract.
  2. Luxury Flooring & Fitting Limited's total liability arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total price paid by the customer for the goods and services under the contract.

 

This clause should follow the previously improved remedy provisions for clarity and completeness in your terms and conditions. Note that if these terms are used in business-to-consumer contracts, broad limitations may be subject to fairness tests under the Consumer Rights Act 2015; professional legal review is recommended to ensure compliance.

Contact Us

For any questions about our returns policy, please reach out to us:

Phone: 0800 001 6698
Email: info@luxuryflooringandfitting.co.uk

Call For Help & Advice

info@luxuryflooringandfitting.co.uk
0800 001 6698
17 Colebrook Road, Brighton BN1 5JH

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To get started, simply call 0800 001 6698 and request a sample or fill out the contact form and one of our friendly flooring experts will be in touch with you as soon as possible.

We can guide you through the process, send you FREE samples and answer any questions you may have.