Refund policy
Returns & Refunds Policy
At Luxury Flooring Supplies, we act as a broker between you and a network of trusted suppliers. Each supplier has their own return, cancellation, and refund policies.
When you place an order with us, you are agreeing to the terms of both our service and the supplier’s fulfillment policies. Please contact us before ordering if you'd like to confirm the specific return terms for any product.
🔁 How Returns Work
If you'd like to return a product, we aim to make the process as simple and hassle-free as possible.
However, returns are handled directly in accordance with the relevant supplier’s policy, including any return fees or conditions they apply. We will assist in coordinating returns, but customers are ultimately responsible for meeting the supplier's requirements.
📦 Once your order is placed, we will provide you with the supplier’s order confirmation and/or tracking number. This allows you to communicate directly with the supplier regarding deliveries, returns, or any product-related issues.
📌 Important:
All of our prices include a 20% non-refundable service fee.
This covers our role in placing and managing your order with the supplier.
This service fee is non-refundable under all circumstances, including cancellations, supplier errors, delays, or returns—whether or not a refund is issued by the supplier.
✅ Your Legal Rights
Under the Consumer Rights Act 2015, you have the right to a refund, repair, or replacement if goods are faulty, not as described, or fail to meet statutory expectations.
However, our 20% service fee remains non-refundable even in cases where a refund is due under your consumer rights. This is because the service of placing your order and acting as the intermediary is fulfilled immediately upon payment.
If your claim is valid under the Consumer Rights Act, you will receive a refund minus the 20% service fee, unless otherwise agreed.