Returns Policy
We want every Casa Flooring customer to order with confidence. This returns policy explains what to do if you need to report a problem, request a return or ask about cancellation conditions.
Before requesting a return
Please check your order as soon as it arrives. Confirm that the product, colour, quantity, batch and condition match your order before any fitting work begins.
If you believe an item is damaged, incorrect or faulty, do not install it. Contact Casa Flooring promptly with your order number, photographs and a clear explanation of the issue.
Return conditions
Return eligibility depends on the product type, condition, order status and reason for return. Where a return is accepted, items should usually be unused, unfitted, complete and in suitable packaging.
Some flooring products may be cut to size, made to measure or ordered specifically for your project. These items may not be returnable unless faulty or not as described. Check before ordering if you are unsure.
Damaged or incorrect items
If goods arrive damaged or incorrect, report the issue as soon as possible. Keep packaging and take clear photographs of the product, labels and damage. This helps us review the matter with the courier, supplier or manufacturer where needed.
Do not book fitting until your order has been delivered and inspected. If an issue needs to be resolved, fitting may need to be delayed.
How to start a return enquiry
Contact Casa Flooring before sending products back. Include your order number, contact details, product name, reason for return and photographs where relevant.
We will advise on the next steps based on the product and circumstances. Sending items back without confirmation may delay the process.