MADE TO ORDER FLOORS

Please note that our bespoke wood floors are made to order and are therefore non-refundable. This is because the flooring has been crafted specifically for you and cannot be resold.

We offer a highly comprehensive sample service and strongly recommend that samples are ordered to make sure that you are happy with your flooring choice before you place your order. You can order up to 3 colour swatches completely free of charge. We can also produce a sample of your bespoke floor for a small charge of £15. These extra large samples will be in your chosen colour, grade, texture and finish, so that you can be 100% confident in your choice, before making your purchase.

READY-TO-GO FLOORS & ACCESSORIES

Our ‘ready-to-go floors’ and accessories are stocked products and are therefore available to return if you have changed your mind. Please contact our Customer Service team through our online returns portal within 14 days of receiving your order. They will assist you throughout the process and coordinate the return. Returns must be received by us within 28 days of delivery.

Please note that all returns and cancellations under this right must conform to the guidelines laid out in the Office of Fair Trading’s Consumer Contracts Regulations. Find out more here.  

For your return to be accepted, please ensure that it is packaged in the same condition it was received in. We cannot accept returns that have been damaged, opened or used.  

While we do not impose a restocking fee, you are responsible for arranging and covering the cost of the courier for all returns of non-faulty items. Additionally, the original delivery fee will not be refunded.

Returns Address 

Knot & Grain Flooring Ltd.

Unit 17 Great Western Business Park

McKenzie Way

Worcester

WR4 9GN

DAMAGED GOODS 

We carefully check each item prior to dispatch because we want to ensure your new flooring arrives in the very best condition. Although items are packaged to ensure damage on arrival is kept at an absolute minimal, sometimes accidents happen.  

We ask that you thoroughly check your goods immediately on delivery. Should you notice any visual damage or missing items, please note them on the courier’s paperwork. Unless you have signed the delivery as ‘Damaged on delivery’ you will be liable for the cost of returning the goods.  

Any visual damage that wasn’t noted upon delivery must be reported to us within seven working days. Failure to make a report within that timescale will result in an inability to process a refund or a replacement. If possible, please take photos of the damaged items and send them to hello@knotandgrain.com. As soon as we have confirmed if there is damage, we will replace the item(s) free of charge. Please take note that this policy is not applicable to faulty goods with a manufacturing defect (see below).  

FAULTY GOODS 

If you believe you have been delivered a defective product, please get in touch with our Customer Service team as soon as possible. You can do this by calling 01905 935246 or emailing hello@knotandgrain.com. If possible, please provide us with images of the faulty products – this will help us resolve your issue as quickly as possible. 

Once we have confirmed the fault with your goods, we will arrange for either an exchange or a full refund.