In all circumstances, you must contact us at the soonest opportunity regarding your return. Our contact email is info@brilliantwoodflooring.co.uk.

If you have product left over, we can accept these back in exchange for credit within 30 days of which they were delivered.

In line with the Consumer Contracts Regulations 2013, you have 14 days after delivery of the order, to notify us that you wish to cancel the order if for whatever reason you change your mind.

The product must be sealed and its original condition without any packaging being removed, modified or handled whatsoever. (In order for us to accept the return, the goods must be in resalable condition or as “new”.) Any product returned opened or stated otherwise will not be accepted.

A 20% restocking charge will apply to these products.

The responsibility of returning the products is on you and must be returned to its original address (which will be clarified in our instructions after you have notified us of the return).

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If the product comes in equal pairs, we cannot accept an odd amount and must be returned in pairs.

We are unable to accept any product as a return that is bespoke made to your specification, specials, clearance lines, or non-stock items.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the product arrives with a manufacturing fault, please contact us via email (preferred method) info@brilliantwoodflooring.co.uk or call us on 020 7609 3180. We will aim to rectify your issue as soon as possible, in line with our terms and conditions. We will in most cases ask for images of the fault via email to diagnose the issue and find the best solution.

IMPORTANT – Any deliveries with damaged product or missing items should be signed for accordingly (i.e. Damaged, “X” missing, etc), Marking the delivery note as unchecked will not be accepted.

To aid the claim we ask you to take as many photos of the damaged/ missing items from the order, so we have evidence.

To cancel an order please contact us via email (preferred method) info@brilliantwoodflooring.co.uk or call us on 020 7609 3180.