These FAQs explain common questions about refunds, exchanges and cancellations. Flooring can involve bulky deliveries, cut-to-size products and special order items, so it is important to understand the conditions before buying.
Before placing an order, review the product details, measurements, colour, quantity and delivery information carefully. If you are unsure about appearance, order samples first. If you are unsure about quantity, request a quote before checkout.
Some flooring products may be cut to your measurements or ordered specifically for your project. These products may have different cancellation or return conditions unless they are faulty or not as described.
When your order arrives, check the packaging, product, colour, batch and quantity before installation. If you notice damage, missing items or an incorrect product, report it promptly with photographs and your order number.
Do not fit flooring if you believe there is an issue. Once flooring has been installed, it can be harder to resolve problems that should have been identified before fitting.
Return eligibility depends on the product type, condition, order status and reason for return. Products should be unused, unfitted and in suitable packaging where a return is accepted.
Always contact Casa Flooring before sending anything back so we can confirm the correct process and avoid delays.
Contact Casa Flooring as soon as possible. Cancellation may not be possible once items have been processed, cut, ordered, packed or dispatched.
Cut-to-size or bespoke products may not be returnable unless faulty or not as described. Check the returns policy before ordering.
Report the issue promptly with photographs, your order number and details of the damage. Do not fit damaged flooring.
Exchange options depend on the product type and condition. Samples are recommended before ordering to reduce colour-choice issues.
Where a return is accepted, products should usually be unused, unfitted and returned in suitable packaging.
Refunds for delivery charges depend on the reason for return and the applicable policy conditions.
