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Returns Policy

We believe returning your flooring should be just as straightforward as ordering it. Our clear returns process ensures a smooth experience from start to finish.

30 Days

Unused products

14-Day Refund

Fast processing

Original Packaging

Must remain sealed

Tracked Returns

Recommended

Hassle Free Returns

At Casa Flooring, customer satisfaction is at the heart of everything we do. If you need to return an eligible product, please contact us before sending it back so we can confirm the return process and provide the correct instructions.

Our voluntary returns policy allows eligible goods to be returned within 30 days of delivery, provided they remain unused, unopened, undamaged and in fully resaleable condition.

This policy is in addition to, and does not affect, your statutory consumer rights. Customers who buy online normally have a legal right to cancel within 14 days of receiving goods, subject to applicable exceptions. UK Government guidance

Return Conditions

We accept returns on eligible flooring products within 30 days of delivery where:

  • The product is unused, unopened and in its original, undamaged packaging
  • The goods are in a fully resaleable condition
  • You have contacted Casa Flooring to request a return before sending the goods back
  • The product has not been installed, cut, altered or damaged
  • You provide your order number or other proof of purchase

Please inspect your flooring carefully before installation. Once flooring has been cut, fitted, altered or used, it cannot normally be returned unless it is faulty or was supplied incorrectly.

 Custom-made or special-order products are also non-returnable unless they arrive faulty or incorrect.

Request Return
Contact our team with your order number, product details and the reason for your return request.
Pack Securely
Keep the goods in their original packaging and ensure they are protected for transport. Products must be returned unopened and in resaleable condition.
Send Back
Once your return has been approved, follow the return instructions provided by our team. We recommend using a tracked and insured service, particularly for high-value or bulky flooring products.
Inspection
When the returned goods arrive, our team will inspect them to confirm they meet the return conditions.
Refund Issued
Once approved, your refund will be processed to the original payment method. Refunds are normally issued within 14 days of receiving and inspecting the returned goods.

We Accept

  • Unopened Packs
  • Original Packaging
  • Resalable Condition
  • Within 30 Days

We Cannot Accept

  • Installed Flooring
  • Opened Products
  • Clearance Items
  • Custom Orders

Frequently Asked Questions

Eligible unopened packs may be returned within 30 days of delivery, provided they are in original, undamaged packaging and in resaleable condition. Please contact us before arranging a return.
Once your approved return has been received and inspected, refunds are normally processed within 14 days to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.
For change-of-mind returns, you are normally responsible for the cost of returning the goods safely unless we confirm otherwise. If goods are faulty, damaged, incorrect or not as described, we will review the return arrangements with you.
Opened, cut, installed, altered or used flooring cannot normally be returned because it may no longer be suitable for resale. This does not affect your rights if the product is faulty, damaged or supplied incorrectly.

Need Help?

Need help with a return? Our team is here to assist with eligibility, refunds and return requests. Contact us by phone, email or live chat.

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