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Need Help Today?0844 33 504 33

Returns & Refunds

We’re confident that you will love your new floor from Floor Monster.

However, if you don’t or if there’s a problem we will offer you a 14-day No Fuss refund. Unfortunately, we cannot accept part order returns or special made-to-order returns.

We operate a strict 28 day return policy for goods only. We can only accept returns of stock items and current batches. We cannot accept returns on any special order products, such as branded laminate/ vinyl floors. Refunds can only be provided on full packs in same condition as delivered, if opened we can not provide refund. We do not take accessories back on any orders due to extra haulage costs involved.


Your right to cancel

You have the right to cancel your purchase within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us, either by calling us on 0844 33 504 33 or by emailing customer_service at floormonster.co.uk your decision to cancel the contract by a clear statement, before the cancellation period has expired.  

We operate a blanket policy that ALL deposits are non refundable.

We will reimburse all payments received upon cancellation and upon receipt of the goods being supplied back from you. The refund will be given using the same payment method used to purchase the goods, and you will not incur any fees as a result of the reimbursement. Refunds can take up to 72 hours to be processed back into your account. Should you pass the 72-hour period without a refund being made please contact us immediately. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.


Returns by collection

To arrange for goods to be collected at a convenient date please call us on 0844 33 504 33 or email the team at customer_service@floormonster.co.uk with your order number and details of the goods to be returned.

All goods must be re-packed by the customer as they were received. You will be responsible for paying the direct cost of returning the goods. The charge will be clearly stated to you before collection is arranged and this amount will be deducted from your reimbursement total. Once the goods have been returned to us, and have been inspected for damages, it can take up to 72 hours for your refund to be processed back to your original payment method. Please note, none of the terms & conditions stated affect your statutory rights. We can not accept returns on products after 28 days of delivery date as batches in stock can change continually.


Faulty and Damaged Goods

In the unlikely event that a delivered product (including special order and made-to-measure items) is faulty or damaged, we will exchange it or provide you with a full refund, as long as we are notified of the damage within 7 days of it being delivered to you.

To arrange for the goods to be collected, please email customer_service@floormonster.co.uk or call us on 0844 33 504 33 with your order number and details of the product to be returned. We will collect it at no expense to you, and either provide a replacement or process a full refund.

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