Refund & Returns Policy
Simple, transparent, and fair return guidelines for your peace of mind.
Standard Returns
We accept returns within 30 days of delivery - complete, unopened and factory-sealed packs only, in perfect resalable condition.
⚠️ Change-of-mind returns carry a 15% restocking fee, charged directly by manufacturers.
Damages & Shortages
Any transit issues, missing boxes or damaged planks must be reported to support@flooringmonster.com within 48 hours of delivery. Include your Order ID and clear photos so we can arrange free replacements.
How to Process a Return
- 1
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.
- 2
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.
- 3
Step 3 - Arrange Shipping
Return shipping costs are the full responsibility of the customer. Ship returns using a trackable courier service to our official return address.
Returns Address
Flooring Monster Returns
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 colours, textures, and locking systems can occasionally be discontinued by manufacturers, and slight batch variations can occur over time. A spare box from your exact original batch is invaluable for future repairs.
Legal & Statutory Disclosures
We hope 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 under this Returns Policy in accordance with the following terms.
If we confirm that the item and your returns procedure comply with this Returns Policy, we will let you know that your return has been received and accepted, and you will receive a refund via your original payment method. If not, we will explain why and may offer a reduced refund (e.g. if an item is returned damaged). You will have the option to take the item back (you may be required to pay for shipping).
The returns process provided under this Returns Policy is in addition to customers' statutory rights and does not diminish them in any way. A consumer has a statutory right to a refund in certain circumstances - for example, if a product is not of satisfactory quality or not fit for purpose, or if you change your mind within the statutory cancellation period.
"Enquiry Only" / "Get a Price" items may be returned or exchanged within 30 days of delivery. Items must be unused, in original packaging, and in resalable condition. Any item that has been installed, used, or altered 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.