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All Luvanto deliveries are made from either Luvanto or our store in Coleford, Gloucestershire. We keep stock of our most popular lines, so please allow up to 5 working days for standard delivery. All flooring deliveries are curb-side, meaning you will need to carry the goods into your property. If this is likely to be a problem, please inform us at the time of your order to discuss alternative delivery options.

Delivery Details

• Availability: If no one is available to accept your delivery at the provided address, a re-delivery charge will apply when you reschedule.
• Delivery Vehicles: Deliveries can be made in various commercial vehicles, including up to 18-tonne lorries. It is assumed that the property is easily accessible to these vehicle types.
• Access Restrictions: Flooring cannot be delivered to properties with stepped access, flats above the ground floor (regardless of lift access), or left in communal areas. For flats, orders will be left at the ground floor external doorstep. For residential properties with stepped access, flooring will be left at the bottom of the steps. Drivers may need assistance with unloading larger items. If access is likely to be a problem, please inform us at the time of order to discuss alternative delivery options.
• Doorstep Delivery: Doorstep delivery is available for lighter parcels. Depending on the courier, you will receive delivery time updates. Please leave your mobile number when checking out.

Thank you for choosing Newland Floors and Doors! We want to ensure your satisfaction with every purchase, which is why we have a clear and straightforward return policy. Please take a moment to familiarise yourself with the following information regarding returns.

30-Day Return Policy:
We offer a 30-day return policy, starting from the date you receive your item. This means that you have 30 days to request a return if you are not completely satisfied with your purchase. Please note, not all item(s) are eligible to return. Collection and restocking fees apply.

Eligibility for Return: To be eligible for a return, your item(s) must meet the following criteria:

The item(s) must be in the same condition as when you received them.
The item(s) must be unopened, unused, and in their original packaging.
Starting a Return:
To initiate a return, please contact us at info@newlandfloorsanddoors.co.uk. Kindly provide your order number and specify the item(s) you wish to return. If you need to cancel your order before it has been dispatched, please also email us at info@newlandfloorsanddoors.co.uk, including your order number and the item(s) you want to cancel.

Return Address:
All returns should be sent to the following address
Newland Floors and Doors
60 Newland Street
Coleford
Gloucestershire
GL16 8AL

Please Note:
Returns must be requested and approved before sending the items back. Items returned without prior authorisation will not be accepted.

Collection and restocking charges apply to all returns. We apologise for any inconvenience caused, as this policy is determined by our suppliers. If a restocking fee is applicable to your return, we will deduct this amount from your refund.

Please be aware that certain items are non-returnable. The following categories fall under this policy:

Finishing Touches
Fitting Tools
Floor Cleaning & Maintenance
Glues, Adhesives & Sealants
Stair Nosings
Trims & Beading
Underlays & Barriers
Outlet Stock

Please note that special orders purchased specifically to fulfil your request are non-returnable. These include anything from COREtec, Ted Todd and Karndean.

Proper Packaging:
When returning items, it is crucial to ensure that they are adequately packaged to prevent damage during transit. We cannot accept items that are received in damaged condition or not packaged correctly back into our stock.

Damages and Issues:
Upon receiving your order, please inspect it promptly. If you find any defects, damages, or if you receive the wrong item, please contact us immediately. We can only send replacements if damage is reported within 24 hours of delivery.

Exceptions and Non-Returnable Items:
Please note that only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.

Exchanges:
If you wish to exchange an item, the fastest way is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds:
Once we receive and inspect your returned item, we will send you an email notification confirming its arrival. We will also inform you whether your refund has been approved or rejected. If your refund is approved, we will process it promptly, and the credit will be applied to your original method of payment or credit card within a certain number of days. It is important to note that the refund processing time may vary depending on your bank or credit card company.

Delayed Refunds:
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@newlandfloorsanddoors.co.uk. We will investigate the matter and provide you with assistance.

We hope this information clarifies our return policy. If you have any further questions or concerns, please don't hesitate to reach out to us at info@newlandfloorsanddoors.co.uk. We are here to help you.