Refund policy

Returns & Refunds Policy — Endure Flooring

Last updated: 2nd September 2025

We want you to choose with confidence. If something isn’t right, we’ll help put it right quickly.

Quick summary

  • Change-of-mind: return unopened, full boxes within 30 days of delivery (you cover return carriage and a 15% restocking charge).

  • Damaged on arrival: tell us within 24 hours with photos — we’ll replace or refund.

  • Faulty/defective: tell us within 48 hours of discovery and before installation — we’ll repair/replace or refund.

  • Samples: non-returnable (they’re free/low-cost).

  • Custom/cut items & liquids: not returnable unless faulty.

  • This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1) Change-of-mind returns (distance purchases)

If you’re a consumer buying online/over the phone, you may cancel within 14 days of delivery under the Consumer Contracts Regulations. We extend this to a 30-day returns window as a goodwill gesture.

Eligibility

  • Goods must be unused, undamaged, and in the original, unopened packaging (full boxes only; we can’t accept opened packs or part packs).

  • Returns must be from the same batch we supplied.

  • Items must be stored flat and dry and returned in resaleable condition.

What’s excluded

  • Cut-to-length products (e.g., sheet vinyl cut from a roll), made-to-order/special-order items, end-of-line/clearance lines.

  • Opened adhesives, primers, liquids or care products.

  • Any product that has been installed, cut, or altered.

Costs

  • For change-of-mind returns, you are responsible for return shipping. We can arrange a pallet collection at carrier rates (quoted and agreed with you before booking), or you can use your own insured carrier.

  • A 15% restocking charge applies to cover warehouse handling and quality checks.

How to start a return
Email hello@endureflooring.co.uk with your order number, the items/quantities you’re returning, and photos showing the packs are sealed and in good condition. We’ll confirm the next steps and, if needed, arrange a collection date.

2) Damaged on delivery

Please inspect your order on arrival.

  • If any cartons look damaged or there are shortages, note this on the driver’s device/paperwork (e.g., “2 packs damaged”) and take clear photos of the outer packaging and labels.

  • Tell us within 24 hours at hello@endureflooring.co.uk with your order number and photos.

  • We’ll organise replacements or a suitable remedy quickly.

3) Faulty or misdescribed goods

Quality matters. If you believe a product is faulty or not as described:

  • Stop and do not install the goods. Installed flooring is deemed accepted and may limit the remedies available.

  • Email hello@endureflooring.co.uk within 48 hours of discovery with photos/videos and a description of the issue.

  • We’ll assess and, where confirmed, offer repair, replacement or refund in line with the Consumer Rights Act 2015. If an inspection is needed, we’ll arrange it with you.

4) Order cancellations

  • Before dispatch: we’ll cancel and issue a full refund.

  • After dispatch/in transit: we can recall or accept the goods back; outbound and return carriage plus any restocking may be deducted from your refund (not applicable if we made an error).

5) Packaging & return condition

  • Keep goods in their original cartons; protect corners and edges on the pallet.

  • Returns must arrive clean, dry and secure. We may make a reasonable deduction for any loss in value caused by unnecessary handling or damage in transit.

6) Refunds

  • Once your return is received and checked, we’ll process approved refunds to your original payment method within 5–10 working days.

  • If we arranged the collection, agreed collection/return fees and any restocking charge will be deducted from the refund for change-of-mind returns.

7) Exchanges

Prefer an exchange? We can arrange this as a return + new order so you’re not waiting for stock. Speak to us and we’ll make it smooth.

8) Trade/Business customers

If you purchased as a business (trade account, company name or PO), the Consumer Contracts Regulations cooling-off rights may not apply. We’ll still consider returns of resaleable, unopened full boxes within 30 days at our discretion (restocking and carriage charges apply). Faulty/damaged items are handled as above.

9) Colour/batch variation & over-ordering

Timber- and stone-effect products vary slightly by batch and lighting. Always order enough in one go (allow 5–10% for cuts and selection) and check goods before fitting. We can accept surplus full, unopened boxes under the change-of-mind terms above but cannot guarantee batch matches on later re-orders.

10) Need help?

We’re here to help with measurements, returns and replacements.

Email: hello@endureflooring.co.uk
Hours: Mon–Fri, 9:00–5:00 (excl. bank holidays)