Refund policy
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your online order within 14 days of receiving your goods without giving a reason.
To exercise this right, you must notify us in writing within 14 days of delivery.
You then have a further 14 days to return the goods to us.
To start a return, please email us at info@thelvtflooringco.co.uk with your order number and reason for return.
We’ll provide return instructions and the correct return address.
Conditions for Return
To be eligible for a return:
• Items must be unused, unopened, and in their original packaging.
• You must include proof of purchase (order number or receipt).
• Returns must be made within the timelines stated above.
Please note:
• You are responsible for return shipping costs unless the goods are faulty, damaged, or incorrect.
• We recommend using a tracked delivery service when returning items.
Damaged or Faulty Goods
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at info@thelvtflooringco.co.uk
We may ask for photos to help us resolve the issue quickly.
Where a fault is confirmed, we will offer a replacement or full refund, including all shipping costs.
Refunds
Once we receive and inspect your return, we’ll email you to confirm receipt and the outcome of your refund request.
Approved refunds will be processed to your original payment method within 5–10 business days.
Please note that it may take additional time for your bank or payment provider to credit the funds to your account.
Non-Returnable Items
For health, safety, and product integrity reasons, we cannot accept returns on:
• Any cleaning liquids or concentrates that have been opened or used
• Items not in their original condition or missing parts
• Gift cards, promotional items, or free samples
Contact Us
If you have any questions about your return, refund, or cancellation rights, please contact us at:
info@thelvtflooringco.co.uk
We aim to respond within 1–2 business days.
To be eligible for a return:
• Items must be unused, unopened