Returns & Refund Policy

We want you to be completely satisfied with your purchase. Please read this policy carefully.

1.  Our 30-Day Return Policy

We offer a 30-day return policy, starting from the date you receive your order. If you are not completely satisfied with your purchase, you have 30 days from the delivery date to request a return.

To start a return, please contact us at info@newlandfloorsanddoors.co.uk within 30 days of receiving your order. Returns must be authorised by us before any items are sent back.

2.  Eligibility for Return

To be eligible for a return, all items must meet the following conditions at the time they are received back by us:

•             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

•             A return must have been requested and approved by us prior to sending items back

Items returned without prior authorisation will not be accepted and may be returned to sender.

3.  How to Start a Return

To initiate a return, please email us at info@newlandfloorsanddoors.co.uk with the following information:

•             Your order number

•             The item(s) you wish to return

•             The reason for your return

If you need to cancel an order before it has been dispatched, please also email us at info@newlandfloorsanddoors.co.uk as soon as possible, including your order number and the item(s) you wish to cancel.

Once your return request has been reviewed, we will confirm whether it has been approved, advise you of any applicable fees (see Section 5), and provide you with the return address and instructions.

4.  Return Address

Once your return has been authorised, please send items to:

Newland Floors and Doors

60 Newland Street

Coleford

Gloucestershire

GL16 8AL

5.  Collection Charges & Restocking Fees

Return postage and packaging costs are the responsibility of the customer. We do not offer free returns except in cases where goods are found to be faulty or incorrectly supplied. For flooring and door returns, collection charges and restocking fees apply. These fees are set by our suppliers, not by us.

We will only ever pass on the exact fees charged to us by our suppliers — we do not add any additional charges of our own. Before we proceed with accepting your return, we will confirm in writing the exact fees that apply to your order. Your return will not be processed until you have acknowledged and agreed to these fees.

Where a restocking fee or collection charge applies, the amount will be deducted from your refund at the point of processing.

6.  Non-Returnable Items

Please note that the following product categories are non-returnable under any circumstances:

•             Finishing Touches

•             Fitting Tools

•             Floor Cleaning & Maintenance products

•             Glues, Adhesives & Sealants

•             Stair Nosings

•             Trims & Beading

•             Underlays & Barriers

•             Outlet / clearance stock

In addition, the following are non-returnable as they are ordered specifically to fulfil your request:

•             Special-order products — any product ordered specifically for your job

•             Ted Todd products — all items from this brand are special order and non-returnable

•             COREtec products — all items from this brand are special order and non-returnable

Where a product is non-returnable, this will be clearly stated on your written quotation and/or order confirmation at the time of purchase.

7.  Installed Products

Products that have already been installed or partially installed cannot be returned under any circumstances. Once a product has been laid, cut, or fixed, it is considered used and is no longer eligible for return or refund, regardless of whether the installation has been completed.

Please ensure you are satisfied with your product selection and that your installer has read and understood the manufacturer’s installation guidelines before any installation work begins. Newland Floors and Doors cannot accept returns or issue refunds for products where installation has commenced.

8.  Installation Failures – Important Notice

Newland Floors and Doors is a materials supplier only. Where products are installed by a third-party installer, it is the sole responsibility of that installer to read, understand, and follow the manufacturer’s installation guidelines in full.

Product failures, defects, or warranty voidance arising from installation that does not comply with the manufacturer’s specified requirements — including subfloor preparation, acclimatisation, adhesive specifications, expansion gaps, and moisture barrier requirements — are not the liability of Newland Floors and Doors and do not entitle the customer to a refund or replacement of materials.

If you believe a product has failed due to a genuine manufacturing defect rather than an installation issue, please contact us and we will liaise with the manufacturer on your behalf. Manufacturer warranty claims are subject to the manufacturer’s own investigation and terms.

9.  Sale Items

Only regular-priced items are eligible for a refund. Items purchased at a sale or discounted price cannot be returned or refunded unless they are faulty or not as described.

10.  Packaging Your Return

When returning items, please ensure they are adequately and securely packaged to prevent damage in transit. Items that are received back in a damaged condition, or that are not packaged correctly, will not be accepted into our stock and may affect the outcome of your refund.

11.  Damages, Defects & Incorrect Items

Please inspect your order carefully upon delivery. If you find any defects, damage, or if you have received an incorrect item, you must contact us within 24 hours of delivery at info@newlandfloorsanddoors.co.uk.

Damage or defects reported after 24 hours of delivery may not be eligible for a replacement or refund. Please check your order on the day it arrives.

Where damage is confirmed and reported within the required timeframe, we will arrange a replacement or issue a refund as appropriate.

12.  Exchanges

If you wish to exchange an item, the quickest way to do this is to return the original item (subject to the conditions above) and, once your return has been accepted, place a new order for the replacement item. Please contact us at info@newlandfloorsanddoors.co.uk and we will guide you through the process.

13.  Refunds

Once we have received and inspected your returned item(s), we will notify you by email to confirm receipt and advise whether your refund has been approved or rejected.

If your refund is approved, it will be processed promptly and applied to your original payment method. Please allow time for your bank or card provider to process the credit — this can vary depending on your provider.

Please note that any applicable collection charges and restocking fees will be deducted from your refund before it is processed.

14.  Delayed Refunds

If more than 15 business days have passed since we confirmed your refund approval and you have not yet received it, please first check with your bank or card provider as processing times can vary.

If you have done this and still have not received your refund, please contact us at info@newlandfloorsanddoors.co.uk and we will investigate and assist you as quickly as possible.

15.  Contact Us

If you have any questions about this policy or need help with a return, please don’t hesitate to get in touch:

•             Email: info@newlandfloorsanddoors.co.uk

•             Telephone: 01594 442243

•             Address: 60 Newland Street, Coleford, Gloucestershire, GL16 8AL

•             Website: www.newlandfloorsanddoors.co.uk