Refund and Returns Policy
Discount Wood Flooring is a trading name of Artistico UK Ltd.
This Refund & Returns Policy explains how cancellations, returns, refunds and exchanges are handled when you purchase products from www.discountwoodflooring.com.
This policy does not affect your statutory rights.
Contact details
This website is owned and operated by:
Artistico UK Ltd
Trading as Discount Wood Flooring
27 Chipperfield Road
Kings Langley
Hertfordshire
WD4 9JE
United Kingdom
Website: www.discountwoodflooring.com
Email: help@discountwoodflooring.com
Telephone: 01923 26 23 18
Order cancellations before dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible by email at:
If the order has not yet been processed, prepared, customised, packed or dispatched, we will cancel the order and arrange a refund.
If the order has already been dispatched, you may need to follow the returns process below.
Special order, bespoke, made-to-order, custom-finished, reduced-to-clear, discontinued or promotional items may not be cancellable once the order has been accepted or production/preparation has started.
Returns for non-faulty goods
For standard stock items purchased online, consumers have the right to cancel their order within 14 days of receiving the goods. You then have a further 14 days to return the goods to us after telling us you wish to cancel.
To request a return, please email:
Please include:
- your full name;
- order number;
- product details;
- reason for return;
- photographs of the goods and packaging, where requested.
Returned goods must be:
- unused;
- unopened;
- in their original packaging;
- in resalable condition;
- undamaged;
- complete, with all parts and accessories included.
Wood flooring must not be fitted, cut, glued, oiled, lacquered, stained, sanded, altered or otherwise modified.
We reserve the right to refuse a return or make a reasonable deduction from the refund where goods have been handled beyond what is necessary to inspect them, or where they are returned damaged, incomplete, opened, altered or not in a resalable condition.
Return collection and carriage charges
For flooring and larger goods, returns will usually need to be collected by courier or pallet service. We can help arrange collection where possible.
Unless the goods are faulty, damaged or incorrectly supplied, the customer is responsible for the cost of return carriage.
Original standard delivery charges will be refunded where required by law. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.
If your order was supplied with free delivery, we may deduct the standard delivery and collection cost from the refund where permitted.
Restocking charge
For non-faulty returns accepted outside your statutory consumer cancellation rights, or for business/trade purchases, returns may be subject to a 30% restocking charge, plus return carriage costs.
This does not affect your statutory rights as a consumer.
Refunds
Once your returned goods have been received and inspected, we will notify you by email whether the return has been approved.
If approved, your refund will be processed back to the original payment method.
For consumer online cancellations, refunds will normally be made within 14 days of receiving the goods back, or within 14 days of receiving evidence that the goods have been returned.
Refunds may exclude:
- return carriage charges;
- upgraded delivery charges above standard delivery;
- deductions for damaged, opened, used, altered or incomplete goods;
- restocking charges where applicable to business/trade orders or non-statutory returns.
Faulty, damaged or incorrect goods
Please inspect your goods carefully upon delivery and before installation.
If goods arrive damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number and photographs of the goods, packaging and delivery label.
Consumers normally have a 30-day right to reject faulty goods and request a refund. After this period, you may be entitled to a repair, replacement or other remedy depending on the circumstances.
Please do not install, cut, glue, alter or use goods if you believe they are faulty, damaged or incorrect. Once flooring has been fitted, cut, glued, altered or treated, it may be more difficult to investigate and resolve the issue.
Natural wood variation
Wood flooring is a natural product. Colour, grain, knots, texture, sapwood and tone can vary between samples, photographs, batches and delivered goods.
Such natural variation is not normally considered a fault.
We recommend inspecting all flooring before installation. If you believe there is a problem with the product, you must notify us before any fitting, cutting, gluing, sanding, oiling, lacquering or other work is carried out.
Non-returnable items
The following items cannot usually be returned, refunded or exchanged unless they are faulty:
- bespoke products;
- made-to-order products;
- custom-finished flooring;
- special order items;
- reduced-to-clear items;
- discontinued products;
- promotional offer goods;
- products that have been opened;
- products that have been fitted, cut, glued, altered, stained, oiled, lacquered or sanded;
- products damaged after delivery;
- products not in original packaging;
- products mixed with other batches or materials.
This does not affect your statutory rights if goods are faulty, not as described or incorrectly supplied.
Exchanges
We may replace goods if they are faulty, damaged or incorrectly supplied.
If you need to request an exchange, please email:
Please include your order number, details of the issue and photographs where possible.
Exchanges are subject to stock availability.
Late or missing refunds
If your refund has been approved but you have not received it yet, please first check your bank account or payment provider.
Refunds can take several working days to appear, depending on your bank or card provider.
If you still have not received your refund after allowing reasonable processing time, please contact us at:
How to return goods
Please do not return goods without contacting us first.
To request a return, email:
Returns should be sent to or collected from:
Artistico UK Ltd
Trading as Discount Wood Flooring
27 Chipperfield Road
Kings Langley
Hertfordshire
WD4 9JE
United Kingdom
For larger or palletised flooring orders, we may arrange a suitable collection service. The cost of collection may be deducted from your refund where applicable.
Responsibility for returned goods
You are responsible for ensuring that returned goods are safely packaged and protected for transit.
We recommend using a suitable insured and trackable delivery or collection service.
We cannot be responsible for returned goods that are lost or damaged in transit due to poor packaging or unsuitable return arrangements.
Business and trade customers
Business and trade purchases may be treated differently from consumer purchases.
Returns for business or trade customers are at our discretion unless the goods are faulty, incorrectly supplied or not as described.
Where business or trade returns are accepted, they may be subject to:
- a 30% restocking charge;
- return carriage charges;
- deduction of original delivery charges;
- inspection and approval of the returned goods.
Need help?
For questions about refunds, returns, damaged goods or exchanges, please contact:
Email: help@discountwoodflooring.com
Telephone: 01923 26 23 18
Website: www.discountwoodflooring.com
