Refund policy

We want you to be completely happy with your floor. If something is not right, here is how returns and refunds work.

Checking your order

Once your order arrives it is your responsibility to check that you are happy with it. Please report any faults to us within 7 days of delivery.

Your right to cancel

If you have changed your mind, you may cancel your order within 14 days of receiving it. You then have a further 14 days to return the goods to us. This is your statutory right under UK consumer law.

Condition of returns

Returned goods must be in the same condition as received: unused, undamaged, unopened, with any labels and tags, and in the original packaging. Flooring must be in full, uncut packs. You must provide a receipt or proof of purchase to be eligible for a return.

If items are returned in a condition we cannot resell, we will not be able to refund you.

How to return an item

Please email hello@lvtflooringdirect.uk to request a return label. Returns sent without requesting a return first will not be accepted.

Return shipping costs are the responsibility of the customer. We recommend you insure the goods and keep all receipts as proof of dispatch.

Damaged in transit

Every order is checked at the warehouse before dispatch. In the rare event that your purchase is damaged in transit you must take delivery of the item, mark the driver's paperwork "damaged in transit", sign it, take photographs, and contact the office on the day you took delivery. Our team will then help you resolve it.

Wrong items

If you receive the wrong items, mark the driver's paperwork "wrong items delivered" and notify the office straight away so we can put it right.

Samples

The cost of a sample pack is refunded against your flooring order. Standalone sample orders are non-refundable.

Refunds

Once your return has been received and inspected, we will refund to the original payment method used. Card companies can take up to 10 days to process the transaction.

Exclusions

We cannot accept returns on sale items or gift cards, except where the goods are faulty or where you are exercising your statutory right to cancel.

Nothing in this policy affects your statutory rights.