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Returns Policy

We know that returning any product can be a hassle, so if there is an issue with your order, we have built our returns process to be as simple and fair as possible.

No matter your return reason, please get in contact via email or via our online contact form before sending your item(s) back to us, so your return can be processed as quickly as possible.

What Happens If I Change My Mind?

Non-Dispatched Orders: If your order has yet to be dispatched, you will be able to cancel your order and receive a full refund. Your refund will be with you within 14 days.

Dispatched & Delivered Orders: If your order has been dispatched or delivered, however you no longer want/need it, we’re happy to accept this back. Our 14 day returns guarantee means you can return your order within 14 days from the date of delivery. Any returned items must be unopened and in their original condition to be eligible for a full refund. Once received, your refund will be with you within 14 days.

Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.

What Happens If My Order Arrived Damaged?

In the unlikely event your order arrives damaged or with a fault, please accept the delivery and sign for the goods as damaged. Please then get in touch with us to arrange a suitable replacement or to request a refund.

If you notice a problem after signing for delivery, please contact us at the earliest opportunity to arrange a replacement or refund. We do advise you check your packs upon arrival to avoid any unnecessary delays with your project.

Please note: You’ll be required to provide visual evidence of the issue before your replacement or refund can be processed.

If your products are found to be damaged, a replacement will be sent out to you at the earliest available delivery date. If you’ve requested a refund, this will be processed within 14 days.

Our Returns Process

Step 1.

No matter your return reason, please email us at returns@floorjoy.co.uk or via our online contact form to begin your returns process. Please include your sales order number (this can be found on your order confirmation email), your contact details and reason for the return.

Step 2.

A member of our sales team will reply and gather any further details that are required.

At this point, we will agree on a suitable outcome, including return of goods, sending of replacement goods, and/or a refund.

Step 3.

The final step of your return will be actioned - Whether this is organising a courier to pick-up the goods, helping you to organise the return of goods, and/or providing a refund.

All refunds are processed within 14 days.

Things To Consider

Sale Products: Our full range of sale products will be a mixture of remnants, rolls ends and overstocks. Remnants and roll ends are sold as seen and available whilst stocks last. They are not eligible for refunds or exchanges. Management reserve the right to withdraw sale products without prior notice. Trade discounts are not applicable on clearance products.

Returns: Please get in contact before sending your item(s) back to us, so your return can be processed as quickly as possible. Our returns address is: Unit 2C Poplar Court, North Nelson Industrial Estate, Cramlington, Northumberland, NE23 1WR

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