30-Day Hassle-Free Returns
Need to return something? We've got you covered. If you’re not completely satisfied with your flooring or have unopened packs left over from your project, you can return them for a refund.
Our Returns Process
30 Days Return Window
You have 30 calendar days to decide if you want to keep your order or return any excess packs. Please report any damaged items within 14 days of the delivery date.Return Your Items
To begin the refund process, please download and fill out the returns form provided below. Include this form with the items you are returning. It is essential to use extra packaging to protect the manufacturer’s boxes from dirt and damage during transit. Please note, any product not returned on a pallet must be bubble wrapped for protection. We cannot grant a refund for products that are not wrapped appropriately to prevent transit damage.14 Days to Process
We will process your refund within 14 days of receiving the returned items at our warehouse, provided they are in resalable condition. If items are damaged upon return, we may refuse a refund or issue only a partial refund.A Few Important Things...
! We cannot accept returns of any discontinued or limited edition products.
! The goods are your responsibility until they reach our warehouse. They must be in resalable condition, in original, unopened packaging with seals intact. We recommend photographing your goods before returning them as proof of their condition.
! Ensure additional packaging is used to protect the manufacturer’s boxes from dirt and damage during transit.
! All returns must include a completed returns form.
! You are responsible for arranging and covering the cost of returns.
Download Returns FormFAQs
I have an issue with my product – what do I do now?
If you find a fault or your order isn’t as expected, stop laying your floor and contact our Customer Support team at 0113 320 0223 or email info@storiesflooring.co.uk. If you notice any damage upon delivery, accept the goods, take photos, and sign for them as damaged. Note the number of damaged planks and contact Customer Support to arrange replacements or refunds. Report any damage or faults within 14 days of delivery.
Do you have any recommended couriers?
Yes, we recommend using National Pallets or Parcel2Go to return your items.
What does ‘resalable condition’ mean?
To be considered 'resalable,' the product must be in excellent condition and in its original packaging. The packaging must have no marks or holes, and the original seal must be intact.
I’ve changed my mind – how do I cancel my order?
If you change your mind before your order is dispatched, contact us for a full refund within 14 days. If you cancel while the order is en route, we will coordinate with the courier to stop the delivery and issue a refund minus any delivery expenses within 14 days. After delivery, you have 30 days to return your items.
Will I be refunded the full amount I paid?
Your refund amount depends on when you cancel and if the goods are returned in resalable condition. Cancel before dispatch for a full refund. Cancel en route and receive a refund minus delivery expenses. For returned items, receive a refund minus the delivery fee, provided the items are in resalable condition within the 30-day period.