Our Returns and Cancellation Policy

Here at Frankly flooring we pride ourselves in supplying top quality goods at great value. However, sometimes projects don’t go to plan or we change our minds. Here’s our jargon-free terms for Returns and Cancellations.

Made to measure items, such as carpets, vinyl’s and artificial grasses, are cut to order for your specific needs. These ‘Made to Measure’ items are non returnable as they are specific to your requirements. Please ensure you check sizes prior to placing orders.

Pack items can be returned with a 30% restocking fee. All returns are required to be in their original box/bag, unaltered and securely packed. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Faulty Goods

If your order arrives with a manufacturing fault, report this within 48 hours and we will make all the necessary arrangements to have the goods replaced without cost to you.

How to return your purchase
1. Please contact us via Email (sales@franklyflooring.co.uk) or Phone to start the returns process
2. Our customer service team will supply you with a returns number.
3. Send the goods back to the Frankly flooring returns address:  returns Frankly flooring unit 9 Newbury works, Coleford BA3 5RX
4. Once the goods have been received, we will start the process of refunding you using the details provided at purchase.

Your responsibilities when returning your order
• You are responsible for arranging courier transport and for the safe return of goods (making sure they are well protected).
• Costs for damaged goods will be taken from the total amount refunded.
• 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.

Products that cannot be returned
• Unfortunately, we cannot accept returns for products which are bespoke, made to your specifications or cut from a roll unless they’re faulty.
• We cannot except returns for the following items: Accessories, Glue, Tools, Tubs, Bags and LVT Design/Feature/Inlay Strips.

When we have the right to decline your return request

In some circumstances we may refuse your return, with the following reasons.
• If you no longer want an item (eg because it’s the wrong size or colour) unless you bought it without seeing it.
• Goods and Services worth £42.00 or less.

Failed Deliveries

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 24 hours before the chosen delivery date) you will be liable for any additional costs incurred for the goods being returned.