Refund policy
This policy applies to orders placed with Floor Express, trading as Flooring Cash and Carry, Unit 46, Stretford Motorway Estate, Barton Dock Road, Trafford Park, Manchester, M32 0ZH. It does not affect your statutory rights.
1. Stock items
Unopened stock items can be returned within 14 days of delivery or collection for a full refund of the price you paid for them.
To be accepted, items must be unopened, sealed in their original packaging, in resaleable condition, and returned with your order number or proof of purchase. Part packs and opened packs cannot be returned unless faulty.
2. Non-stock items and items cut to size
Non-stock items (shown as "Special Order Product" on the product page) are ordered in from the manufacturer for you. Non-stock items and anything cut to size or made to your measurements, such as sheet vinyl, carpet, artificial grass and cut lengths, cannot be returned or refunded unless they are faulty.
Online orders by consumers: if you bought online as a consumer (not as a business or trade account), the law gives you the right to cancel within 14 days of delivery, including for unopened non-stock items. This right does not apply to items cut to size or made to your measurements. Items you cancel must be returned unopened and in resaleable condition.
3. Returning an item
- Contact us first at info@flooringcashandcarry.co.uk or on 0161 300 3330 with your order number. Returns sent without contacting us first may not be accepted.
- You arrange and pay for the return. You can drop the items at our Trafford Park warehouse during opening hours or send them with a courier of your choice. We do not collect returns, except for faulty, damaged or incorrect items (see section 4).
- Items are your responsibility until they reach us. We recommend using a tracked, insured service and packing goods securely, ideally on a pallet for larger orders.
4. Damaged, faulty or incorrect items
- Please check your order when it arrives and note any visible damage on the courier's delivery note.
- Report damaged, missing or incorrect items within 48 hours of delivery or collection, with photos, to info@flooringcashandcarry.co.uk.
- We will collect the items free of charge and replace or refund them.
- For faults you find later, contact us as soon as you notice them. Your rights for faulty goods under the Consumer Rights Act 2015 are not affected.
- Please inspect every board before fitting. Flooring that has been fitted is treated as accepted, apart from faults that could not have been seen before fitting.
5. Refunds
Once we have received and inspected your return, we will refund you to your original payment method within 14 days. Delivery charges are refunded only for cancelled online consumer orders (at the standard delivery rate) and for faulty or incorrect items. Your bank may take a few extra days to show the refund.
6. Trade and business customers
Trade and business customers, including TradeFloors account holders, can return unopened stock items within 14 days as set out in section 1. Non-stock and cut items are non-returnable unless faulty. The consumer cancellation right in section 2 does not apply to business purchases.
7. Contact
Floor Express t/a Flooring Cash and Carry
Unit 46, Stretford Motorway Estate, Barton Dock Road, Trafford Park, Manchester, M32 0ZH
0161 300 3330 · info@flooringcashandcarry.co.uk