Returns Policy

We want you to be delighted with the quality of the products you receive from Soft Floor UK.

However, if you wish to return items, you are required do so within 7 working days of original delivery date. Goods must be in a re-saleable condition for a refund of the value of the goods or an exchange. Authorised Refunds are normally processed within 7-10 working days of receipt.

We will not refund return postage costs unless goods are have a manufacturing fault or defect, or a previous agreement has been made. We will refund, your original cost value of the product, assuming goods are in a new / re-saleable condition.

It will be your responsibility to return all items, unless there is a manufacturing fault or defect on the goods. We recommend you use recorded delivery, as proof of posting is not proof of our receipt.

Exchange of Goods

You may have purchased the wrong type of flooring, if so, please follow the returns policy and we will exchange your items and calculate any extra payment required or refund due. Collection / re-delivery costs may apply.

Faulty Goods

In the unusual event that you receive goods which may be faulty please let us know within 7 days of receipt of your order.

If you believe your goods have a manufacturing defect (not applicable to any colour variance or shade difference) or have been damaged in transit please contact customer services on 0845 603 1450.

Returns Forms

Please download and use the forms below to package your returned goods:

Soft Floor UK - Returns Form (PDF 18KB)

Soft Floor UK - Returns Label (PDF 17KB)

All goods returned as faulty, will be inspected for a manufacturing defect. If deemed faulty, a full refund or exchange will be given.

A warranty of one year against any manufacturing defect, is offered.

Unless the goods are faulty or sent in error you are responsible for the cost of returning the goods to us. We recommend you use recorded delivery and obtain insurance, as proof of posting is not proof of receipt.

Your Statutory Rights

Our guarantees are provided in addition to your statutory rights as a consumer.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm.