Your peace of mind: our return policy

At JAG Floors, we want you to be completely satisfied with your flooring solutions. Our return policy is designed to be fair, simple, and clear, ensuring your peace of mind when shopping with us. We believe in transparency and want you to understand your options should you need to return a product. You can return unused, in stock products within a set time frame. Please note that special orders or custom items cannot be returned.

Common questions about returns

We understand that sometimes a product might not be exactly what you expected. Below, you'll find answers to the most common questions about returning items purchased from JAG Floors, helping you navigate the process with ease.

What is your return window and what are the conditions?
Customers can return unused, in-stock products within 14 days of purchase. Items must be in original condition. Special orders or custom products, including hardwood, laminate, vinyl, and carpet cut to size, are not eligible for return. For issues with flooring due to a problem, please contact us at [[phonenumber]] or [[email]] to discuss options, as extended resolutions may be available.

In what condition should the flooring be when a customer returns it for a full refund or exchange?
For a full refund or exchange, all returned flooring must be in its original, unused, and undamaged condition, including all original packaging. Any signs of installation, wear, or alteration will void the return eligibility. We reserve the right to inspect all returned items before processing a refund or exchange.

Who typically pays for the shipping if a customer returns flooring they ordered online?
If a customer returns flooring because they changed their mind or for reasons other than a product defect or error on our part, the customer is responsible for all return shipping costs. If the return is due to a defect or an error by JAG Floors (e.g., wrong item shipped, damaged on arrival), we will cover the return shipping costs.

What should a customer do right away if their flooring arrives damaged or if they received the wrong order?
If your flooring arrives damaged or you receive the wrong order, please contact JAG Floors immediately within 48 hours of delivery. Take clear photos of the damaged items or incorrect products and their packaging, and email them to [[email]]. This will help us resolve the issue quickly, whether by arranging a replacement or processing a refund.

What items are not eligible for return?
Special orders and custom products, such as hardwood, laminate, vinyl, and carpet cut to specific dimensions, are not eligible for return or exchange. Sample pieces, clearance items, and products marked as "final sale" are also non-returnable.

Can I return flooring purchased online to your physical store?
Yes, you may return eligible online purchases to our physical store located in Stockport, United Kingdom, during business hours. Please bring your proof of purchase (order confirmation or receipt) and ensure the items meet all return conditions. This can often expedite the return process.

How long does it take to process a refund?
Once your returned items are received and inspected, we will process your refund within 5-7 business days. The refund will be issued to the original payment method. Please note that it may take additional time for the refund to appear on your bank statement, depending on your bank's policies.

What if I need to cancel an order?
If you need to cancel an order, please contact us as soon as possible at [[phonenumber]] or [[email]]. Orders can only be canceled if they have not yet been processed for shipping or are not custom-made items. Once an order has shipped or production has begun on a custom item, our standard return policy applies.

Shop with confidence at JAG Floors

We are committed to providing you with high-quality flooring and exceptional service. If you have any further questions about our return policy or need assistance with a return, please do not hesitate to contact our customer service team. Your satisfaction is our priority.