Refund policy

if things change or something’s not quite right, we’ll help.
Online orders can be returned within 14 days of delivery for a refund (postage/return costs excluded).
To get started, call us with your order number and we’ll talk you through the quickest, tidiest way to do it.

How to start a return

  1. Call William Grays Floorstore with your order number (or full order details).

  2. We’ll confirm eligibility, give you a returns reference, and explain the packaging/collection steps.

  3. Once the goods are back and checked, we’ll process the refund if eligible under this policy.

Friendly heads-up: refunds go back to your original payment method. Postage/return costs aren’t refundable.

Return window & eligibility

  • Online orders: return within 14 days from the day you receive your goods.

  • Goods must be complete, unused, and “as new” in original packaging and suitable for resale.

  • You’re responsible for returning the goods at your expense.

Condition & packaging (keep them safe in transit)

  • Please repack securely—flat, tight, and protected.

  • If items arrive back damaged or marked from return transit, that portion will be deducted from the refund.

  • We photograph every return: on arrival, during unpacking, and after—so everything’s transparent and fair.

Getting the goods back to us (pallet returns)

  • Most flooring will need a pallet courier collection.

  • You can book your own courier, or ask us to help arrange a collection at cost—whatever’s easier.

  • We strongly recommend you take clear photos of the pallet and packaging before collection; if your courier causes damage, you’ll need these for their insurance claim.

Manufacturing faults

  • If you believe there’s a manufacturer’s defect, please call us within 7 days of delivery.

  • We may ask for photos and, occasionally, a manufacturer’s inspection at your property.

  • If confirmed, we’ll replace the goods or agree the right remedy with you.

Missed deliveries / cancellations while in transit

  • If a delivery is attempted as arranged and can’t be completed (no one home, delivery refused, not enough help for large items) or an order is cancelled while in transit (typically within 72 hours of your delivery slot), additional charges apply for return or re-delivery.

  • Re-delivery from £45 (non-negotiable). Return charges vary by area and courier.

Important notes for specific products

  • Herringbone (A/B packs): must be returned in pairs. Single A or B boxes can’t be refunded.

  • Opened boxes can’t be resold, so they can’t be refunded.

  • Returns must be resellable—clean, complete and in original packaging.

Store purchases & special orders

  • In-store orders: up to 14 days to return (same resale condition applies).

  • Special orders / custom items (e.g., cut-to-size carpet, vinyl, artificial grass or any product made/ordered specifically for you) are non-refundable. Please check your receipt for full terms.

A quick reminder on damage on delivery

  • If something looks damaged on arrival, sign the driver’s note “DAMAGED GOODS” only and call us within 24 hours so we can help fast. (This is separate from change-of-mind returns.)

Need a hand?

Just call William Grays Floorstore with your order number. We’ll explain your options, help you book a pallet if needed, and keep everything simple and fair.