Refund policy
Returns & Cancellation Policy
At Vivid Floors, we aim to supply high-quality goods with every order. However, we understand that sometimes circumstances change or issues may arise.
Online Returns
If you decide to return your order, you have up to 14 days after receiving your goods to request a full refund, excluding any postage or return delivery costs.
Before returning any items, you must contact our Customer Service team to obtain a Returns Number.
Return Conditions
- All goods must be returned:
- In complete, unused, and “as new” condition
- Within 14 days of receiving your order
- Properly protected and securely packaged
- Customers are responsible for:
- All return shipping costs
- Ensuring goods arrive back safely and undamaged
Please note:
- Any items damaged during return transit will have the damage cost deducted from the refund.
- All returned items are photographed:
- Upon arrival
- Before unpacking
- During inspection
- After unpacking
The 14-day return policy applies only to online orders.
Flooring Returns & Pallet Collections
Most flooring returns require collection by a pallet courier service.
We have previously recommended:
However, you are free to use any courier provider of your choice.
Important Return Advice
We strongly recommend:
- Taking multiple photographs of the goods on the pallet before collection
- Taking photos while the goods are being loaded onto the courier vehicle
These photos may be required if you need to make an insurance claim with your courier.
Please note:
- We cannot refund goods damaged during return transit.
- Any claim for transit damage must be made through your chosen courier’s insurance provider.
Faulty or Damaged Products
If your products arrive with a manufacturing fault, please contact our Customer Service team within 7 days of delivery.
We may request:
- Photographic evidence of the issue
- An inspection by a manufacturer’s representative in certain cases
Once validated, we will arrange a replacement where appropriate.
Failed Deliveries & Cancelled Orders
If we are unable to deliver your order because:
- Nobody is available at the delivery address
- The goods are refused
- The order is cancelled while in transit (within 72 hours of the scheduled delivery date)
You will be responsible for any additional costs incurred for:
- Return to depot charges
- Re-delivery fees
Re-delivery charges start from £45 and are non-negotiable.
Resellable Condition Requirements
All returned goods must be in fully resellable condition.
Please note:
- Opened boxes cannot be resold
- Products sold in pairs (such as herringbone flooring with A & B packs) must be returned together
- Incomplete paired returns will not qualify for a refund
In-Store Purchases
In-store purchases have a maximum 14-day return period.
Please note that special-order and custom-made products are non-refundable, including:
- Cut-to-order carpet
- Vinyl flooring
- Artificial grass
- Any made-to-order or bespoke items
Please refer to your in-store receipt for full terms and conditions.
Contact Us
To initiate a return or discuss any issues with your order, please contact our Customer Service team.
