Refunds & Cancellations
We understand that circumstances change and you may need to cancel or return your order. Please review our policy below carefully before placing your order.
Cancellations
- In-stock items may be cancelled prior to dispatch. Please contact us as soon as possible if you wish to cancel.
- Once an item has been dispatched, the order cannot be cancelled and must be processed as a return instead.
- Made-to-order and bespoke products cannot be cancelled once the order has been placed, as production begins immediately with the manufacturer.
Returns
- Returns must be requested within 14 days of delivery.
- All returned goods must be unused, in their original packaging, and in resalable condition.
- A 20% restocking fee applies to all eligible returns. This covers handling, quality inspection, and repackaging costs.
- Return shipping is the responsibility of the customer, and we recommend using a tracked courier for security.
Please note: Made-to-order and custom products are non-refundable, unless damaged or defective upon delivery.
Refund Processing
- Once your return is received and inspected, we will process your refund within 5–10 working days.
- Refunds are issued to the original payment method, minus the restocking fee and any original delivery charges.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please notify us within 48 hours of delivery with photos and a clear description. We will arrange a replacement or refund as appropriate.
Contact Us About a Return or Cancellation
To start a return or request a cancellation, please email us at:
📧 info@floor-studio.co.uk
📞 01925 219225
Be sure to include your order number and full name so we can assist you as quickly as possible.
