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.
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.
Return Process for Different Products:
Returns for smaller parcels are free of charge. However, for flooring and door orders, a collection charge and restocking fee apply. 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. Restocking fees and collection charges vary depending on the product as follows:
- Woodpecker Flooring returns: Subject to a 20% restocking fee and a £25 collection charge.
- Quickstep and Elka returns: Subject to a 15% restocking fee and a £40 collection charge.
- Mendes Doors returns: Subject to a 30% restocking fee and a £30 collection charge.
Please be aware that certain items are non-returnable. The following categories fall under this policy:
- Underlays & Adhesives
- Trims & Beading
- Finishing Touches & Aftercare
- Outlet
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 will work swiftly to resolve the issue and ensure your satisfaction.
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.