Refund policy

Return & Refund Policy

1. Overview

At Elevated Flooring, we want you to be completely satisfied with your purchase. If you need to return an item, please read the information below carefully before arranging a return.

By placing an order with us, you agree to the terms of this Return & Refund Policy.

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 14 days of delivery.

To be eligible for a return:

  • Products must be unused and uninstalled.
  • Products must be in their original packaging.
  • Packaging must be unopened and in resalable condition.
  • Proof of purchase must be provided.

Returns requested outside of this period may not be accepted.

3. Flooring Products

Due to the nature of flooring products, we strongly recommend ordering a sample before placing a full order.

Please ensure you have checked:

  • Colour
  • Finish
  • Thickness
  • Suitability for your project

before installation.

Any flooring that has been installed, cut, altered or used cannot be returned unless it is faulty.

4. Return Costs

Unless the product is faulty or supplied incorrectly, customers are responsible for return costs.

For palletised flooring orders:

  • Collection charges start from £75
  • Remote areas may incur higher collection charges
  • Return charges are non-refundable

Original delivery charges are also non-refundable.

5. Faulty, Damaged or Incorrect Goods

Please inspect your order immediately upon delivery.

If your order arrives:

  • Damaged
  • Faulty
  • Incomplete
  • Incorrect

you must notify us within 48 hours of delivery.

Where possible, please provide:

  • Photographs of the issue
  • Order number
  • Description of the problem

We may offer:

  • Replacement products
  • Partial refund
  • Full refund
  • Collection of the affected goods

depending on the circumstances.

6. Installed Products

Products must be inspected before installation.

We cannot accept claims for visible defects, colour variations, damage or incorrect goods once the product has been installed.

Installation of the product constitutes acceptance of the goods.

7. Samples

Sample orders are non-returnable and non-refundable unless faulty or supplied incorrectly.

Samples are intended as a guide only. Variations may occur between samples and production batches.

8. Bespoke & Special Order Items

The following items cannot be cancelled, returned or refunded unless faulty:

  • Bespoke products
  • Made-to-order products
  • Special order products
  • Custom-cut products

This does not affect your statutory rights.

9. Refund Process

Once returned goods have been received and inspected:

  • Approved refunds will be processed to the original payment method.
  • Refunds are usually issued within 5–10 working days.
  • Delivery and collection charges may be deducted where applicable.

Refund times may vary depending on your payment provider.

10. Failed Deliveries & Refused Deliveries

If an order is returned to us because:

  • Delivery was refused
  • No one was available to accept delivery
  • Incorrect address information was supplied
  • Access restrictions prevented delivery

you will be responsible for:

  • Original delivery charges
  • Return courier charges from £75

These charges will be deducted from any refund issued.

11. How to Request a Return

To request a return, please contact us:

Email: info@royalecomfort.co.uk

Please include:

  • Full name
  • Order number
  • Reason for return
  • Photographs (where applicable)

We will provide instructions for arranging the return.

12. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.