Online Refund Policy

In the unlikely event that something isn't quite right with your new flooring, our 14-day returns guarantee on all orders has got you covered. Whether you've had a change of heart or encountered an issue, here's everything you need to know about returning your order:

General Return Conditions:

For all return reasons, please contact us before sending back the item(s) to ensure swift processing.

Change of Mind Returns:

If you change your mind about an order, please notify us within 14 days of receiving your goods.
To arrange a return, provide the following information:

• Your sales order number (found on your order confirmation email)
• Your contact details
• You are responsible for the return shipping costs, and the original delivery cost is non-refundable.
• Once received, your refund will be processed within 14 days.

Clearance Products:

Our clearance products, including remnants, roll ends, and overstocks, are sold as seen and not eligible for refunds or exchanges.
Management reserves the right to withdraw clearance products without prior notice, and trade discounts are not applicable.

Leftover Packs or Offcuts:

If you have spare, unopened packs after installation, you can return them within 30 days from the delivery date.
To arrange a return, provide the same information as above.
You are responsible for the return shipping costs, and the original delivery cost is non-refundable.
Once received, your refund will be processed within 14 days.

Damaged Orders:

In the rare event of a damaged order, accept the delivery and sign for the goods as damaged.
Contact us promptly with your sales order number, contact details, and photos or videos of the damage/fault.
A replacement will be sent out at the earliest available date, or if you prefer a refund, it will be processed within 14 days.
You will not be expected to return the damaged items; please dispose of them safely.

Contact us

To arrange a return, reach out to us through:

Chat to us

LiveChat service during operating hours

Message us

Facebook inbox

Fill out our form

Contact Form on our Contact Us page in our website

Email Us

Alternatively, you can drop us an email here and we’ll aim to get back to you as soon as possible.

Customer Care hours:

Call centre – Mon - Fri 9am – 5pm | Sat & Sun Closed

Live Chat – Mon - Fri 9am – 5pm | Sat 9am – 3pm | Sun Closed

For in-store purchases, the in-store refund policy will apply.

Thank you for choosing Floor Giants!