Your peace of mind: our return policy
At Mitchy Floors Ltd, we want you to be completely satisfied with your flooring solutions. Our return policy is designed to be fair, simple, and clear, ensuring your peace of mind when shopping with us. We believe in transparency and want you to understand your options should you need to return a product. You can return unused, in stock products within a set time frame. Please note that special orders or custom items cannot be returned.
Common questions about returns
We understand that sometimes a product might not be exactly what you expected. Below, you'll find answers to the most common questions about returning items purchased from Mitchy Floors Ltd, helping you navigate the process with ease.
What is your return window and what are the conditions?
Customers can return unused, in-stock products within 14 days of purchase. Items must be in original condition. Special orders or custom products, including hardwood, laminate, vinyl, and carpet cut to size, are not eligible for return.
What happens after I return an item?
Upon receipt and inspection of the returned item, we will process your refund or exchange. Refunds are typically issued to the original payment method within 5-7 business days. If the item is not in its original condition, a partial refund may be issued, or the return may be denied.
Are there any products I cannot return?
Yes, special orders and custom-cut items, including all types of flooring that have been specifically tailored for your order (e.g., cut carpets, bespoke hardwood planks), cannot be returned or exchanged. Installation services are also non-refundable once completed.
How do I start a return?
To initiate a return, please contact our customer service team at [[phonenumber]] or email us at [[email]]. You will need your order number and details of the item you wish to return. We will guide you through the next steps, including arranging for item inspection or drop-off at our Manchester location.
Will I get a full refund?
A full refund will be issued for eligible returns that meet all conditions. In some cases, a restocking fee may apply, particularly for larger orders or items that require significant re-packaging. This will be communicated to you before processing your return.
What if my product is faulty or damaged?
If you receive a faulty or damaged product, please contact us immediately. We will arrange for an inspection and, if confirmed, offer a replacement, repair, or full refund as per your consumer rights and our quality guarantee.
Your satisfaction is our priority
At Mitchy Floors Ltd, your peace of mind is paramount. We stand by the quality of our flooring solutions and are committed to ensuring a fair and straightforward return process. We're here to help you every step of the way.