Returns and Cancellation Policy
We know that all of our products are top quality and at great prices, however we know that sometimes people change their minds. We understand that the flooring cannot be inspected without opening the packaging and, in this case we expect no more than one pack to be opened for inspection. If your order is for two or more items and you wish to return part of the order then we will only accept any items that are unopened, and in the original packaging. Please note that opening the packaging will allow air to circulate at the edges of the flooring and may make it unsuitable for further use due to moisture issues. In these circumstances we will only accept one opened package.
If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund (Excluding any delivery costs). Before returning any items please contact our customer service team via email on [email protected] with the word RETURN followed by your order number (e.g. RETURN-71234) in the SUBJECT line of the email. Please include a list of the items that you wish to return so we can let the warehouse know what to expect and we will supply you with a Wood2U Customer Returns From which must be printed out, completed and attached to the parcel / pallet along with the returns label.
All returns must be sent to (unless instructed otherwise):Wood2U LTDReturns Department51 Somers RoadRugbyWarwickshireCV22 7DG
The returns department can accept deliveries as follows:
Monday – Thursday: 07.30 – 16.30
Friday: 07.30 – 15.00
Bank Holidays & Weekends – CLOSED
Please make sure any goods are securely packaged and where required palletised. Unfortunately any costs for damaged goods will be taken from the total refund amount. Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense, within 30 days of purchase. Any returned goods must be complete, in their original packaging, unused and in "good as new" condition.
If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and the appropriate action can be taken.
If your order arrives as arranged but we're unable to deliver because there's nobody home, there's inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24hrs before the chosen delivery date) you may be liable for any additional costs incurred for the goods being returned.
Please note – unfortunately, we can’t accept products which are bespoke, made to your specifications or cut from a roll unless they’re faulty.
Flooring Returns Restrictions
We are not obliged to accept any returns – whether partial or complete – after 14 days after ordering. However, we will always try our best to accept back stock in any situation where it’s possible. Ultimately, returns are only accepted at the discretion of a management level staff member in these cases a re-stocking fee of 25% will normally be applied.
Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us, at your expense, in complete, unused, and in "as new" condition and within 30 days of purchase.
If you have any concerns, please give us a call before your order and we will be happy to explain any restrictions on your product choice.
We are only able to accept back orders where the product:
Is kept in stock in our warehouse.
Is not a special order and is currently sold on our website.
Is returned in full packs – no partial packs will be accepted.
Is in perfect unused condition.
Please also note that we are unable to accept back grass/carpets in any situation as they are cut to fit. We strongly recommend that products are returned to us in the original packaging, as this is designed to keep the flooring as safe as possible in transit.
Once the items have been received and checked in our warehouse we aim to refund customers within 14 days, or in the case of orders cancelled before dispatch, as soon as we receive written confirmation of your intention to cancel your order. Where orders have received free delivery, a delivery cost of £39.99 inc VAT* will be deducted from the total refund amount. If your order has been shipped and you refuse the goods at point of delivery there will also be a onward carriage charge of £59.99 inc VAT* deducted from your refund. Where items purchased are on a tiered price system your order will be recalculated based on the total number of items kept and any adjustment to the total will then be made before the refund is made.
*This cost may be more depending on your location please ask for further information if you are unsure or go to the Delivery Information Page.
This does not affect your statutory rights as a consumer.