Refund policy

Last updated: 25 September 2026

This policy explains how returns and refunds work for orders placed with The Flooring Stop, a trading name of Kashar Ltd. It sits alongside your legal rights and does not affect them.

Our 31-day returns promise

Changed your mind? You can return flooring within 31 days of delivery for a refund, provided it is:

unused and unopened
in its original packaging
in resalable condition
accompanied by your order number or proof of purchase

Please contact us before sending anything back. All returns must be authorised first.

How to return your order

Contact us at info@theflooringstop.com or on 07506 796238 with your order number, the items you want to return and the reason.
Wait for authorisation. We will confirm your return and give you the correct return address. Please do not send goods to our registered office or any other address unless we have confirmed it in writing.
Pack securely. Keep the flooring in its original packaging and take photos of the goods and packaging before they leave you.
Send by a tracked service and keep your proof of postage. Goods remain your responsibility until they reach us.

Return costs

You are responsible for the cost of returning goods, unless they are faulty, damaged or not what you ordered. Delivery is free on eligible orders, so there is normally no delivery charge to refund. If you paid a delivery charge, we refund standard delivery only where you cancel under your 14-day legal right (see "Your legal rights" below).

Refunds

Once we have received and inspected your return, we will confirm whether it is approved. Approved refunds are paid to your original payment method within 14 days of us receiving the goods. Depending on your bank, it may take a few more days to appear in your account.

Spare packs

Ordered too much? Unopened, unused spare packs can be returned as follows:

Within 14 days of delivery: full refund for the packs returned.
From day 15 to day 31: a 50% restocking fee is deducted from the price of the returned packs, to cover handling, inspection and resale.

Spare-pack returns must be authorised before you send them.

Damaged, faulty or incorrect flooring

Please inspect your delivery before you sign for it. If anything is damaged, missing or incorrect:

sign the delivery note as damaged where possible
take photos of the pallet, the packaging and the affected flooring
contact us within 24 hours of delivery with your order number

We will then arrange a replacement or refund, and may ask you to keep the goods or send photos so we can inspect them. Please do not install flooring that looks damaged, defective or incorrect. Visible defects must be reported before installation.

If a fault appears later, including one that could not reasonably have been found before installation, contact us straight away. Your rights under the Consumer Rights Act 2015 are not affected.

What our 31-day promise does not cover

flooring that has been installed, cut, laid or damaged after delivery
clearance, discontinued and limited-edition items
products cut or made to your specification (unless faulty)
free samples

Your legal rights still apply to these items where the law says so.

Your legal rights

Cancelling within 14 days (consumers). If you buy as a consumer, you can cancel within 14 days after the day you receive your goods, without giving a reason (Consumer Contracts Regulations 2013). Tell us clearly by email or phone, then send the goods back within 14 days of telling us. You may open a pack to check the flooring, as you could in a shop, but please do not cut or install it. We may reduce your refund if the goods have lost value because they were handled more than was needed to check them. We refund the price of the goods and any standard delivery charge you paid.
Faulty goods. Goods must be as described, of satisfactory quality and fit for purpose (Consumer Rights Act 2015).
Trade and business customers. Consumer rights may not apply if you buy for business purposes, but our 31-day returns promise still does.

Contact us

The Flooring Stop is a trading name of Kashar Ltd (company number 11749477), registered office 65 Ford End Road, Bedford, MK40 4JG. Email: info@theflooringstop.com | Phone: 07506 796238