REFUND POLICY

Returns & Cancellations

If for any reason you are not fully satisfied with your floor, or if you experience any product-related inefficiency or issues, read through this return policy.

I have an issue with my product?

Upon receipt of your delivery, please examine your order carefully for any damage or missing items. In the event that there is a discrepancy, damages or items missing, it is important to inform the driver at the time of delivery and ask the driver to mark it. If there is any issue then you can also use the portal widget in the bottom left hand corner of the website to report the issue. We kindly ask that you report any damages within 48 hours of delivery along with any necessary photos which will allow us to configure the most effective solution swiftly.

We might not be responsible for any problems if anything pops up, but this might have happened after we got the goods safely to you. Although, feel free to reach out to us with the same email, and we'll try to help. We're committed to solving any issues you might have with a product as quickly as possible.

Please inspect your flooring before installation which is recommended. Both the installer and the buyer are responsible for assessing the product's quality; and once the flooring is laid/installed. It is then deemed acceptable to both the installer and the owner.

Please be aware that we cannot take products back as damaged if they have been tampered with or used inappropriately with respect to the manufacturer's guidelines or our own. For more details on how to handle any problems with a product, please check the terms and conditions.

Cancellations - I've changed my mind

By placing your order, you and the customer are considered to have accepted all products, and you are aware of the colours, designs and quality of the flooring. Any changing of mind will be subject to ours terms of service.

If your order has not yet been dispatched or delivered, you may cancel it within 14 days of placing it. If you cancel within this timeframe, you will receive a full refund for your order minus the store fee of £40 per pallet per week.

If you wish to cancel your order after this time or your order is an express delivery order or a special product, then you will be subject to our terms of service, as your order will have already been processed and is likely to be on its way to you.

If you wish cancel to after 14 days and we have not yet dispatched or delivered your order then you can qualify for a refund but you will incur a storage fee of £40.00 per pallet per week (a maximum of 40 packs of flooring per pallet).

If your order has already been delivered, then you are subject to our terms of service.

Orders cannot be cancelled and reordered in the sale or with a discount code after the initial order. The first order will remain valid in any case.

Returns - I have leftover packs

If you have any unopened packs to return, you may do so within 28 days of delivery/collection from us.

Please note: Special Order products are subject to restocking fees.

Clearance Items & Stair Runners cannot be cancelled or returned.

To qualify for a refund, please ensure that the products are returned in their original packaging unopened, complete with all accompanying parts and accessories.

How to Return:

Returns must be labelled with your:

Full Name

Order Number (DBUK…)

Return Code (Provided by our Customer Service sales@deutsche-boden.co.uk)

It’s your responsibility to arrange all returns and cover costs incurred. We suggest using either National PalletsorParcel2Goto return your items.

Return Address:

Deutsche Boden

Unit C Maple House

Laughton Road

Ringmer

East Sussex

BN8 5SY

We will initiate the refund process only after inspecting the goods and verifying that they have been returned in their original condition. Refunds will be processed no later than 14 days after receipt of the returned items.

Refunds can take up to 10 working days to appear in customers accounts.