Delivery, Returns and Refunds

We want you to be completely happy with what you order. This policy sets out how delivery works and your rights if you change your mind or something is not right. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Delivery

Flooring is delivered on a pallet to the kerbside or driveway nearest your property. Please check quantities and condition on arrival and note any visible damage with the driver. Furniture and accessories are delivered by courier or two-person team depending on size. Delivery timescales and any postcode surcharges are shown at checkout before you pay.

Changed your mind? You have 14 days

You may cancel your order for any reason up to 14 days after the day you receive your goods. Just tell us in writing within that time (email [email protected] or use the cancellation form below). You then have a further 14 days to return the goods. We will refund you in full, including standard outbound delivery, within 14 days of receiving the goods back or of you providing proof that you have sent them.

This applies to everything we sell, whether bought at full price or in a sale. You are responsible for the cost of returning unwanted goods and for taking reasonable care of them; you may examine goods as you would in a shop, but we may reduce the refund if they have been used or damaged beyond that. There are no restocking or repackaging charges.

Damaged or faulty goods

If anything arrives damaged or develops a fault, contact us and we will arrange collection at no cost to you and replace or refund it, whichever you prefer. You do not need the original packaging. Within 30 days of delivery you are entitled to a full refund for faulty goods; after that we will repair or replace, and refund if we cannot.

Flooring: please read before ordering

Flooring is sold by the pack. Order enough for your room plus around 10% for cutting and wastage; our team can help you calculate. Wood is a natural product and tone and grain vary between batches, so please order your full requirement in one go and view a sample first. Free samples are available on request. Opened packs of flooring can only be returned if faulty, as partial packs cannot be resold; unopened packs are covered by the 14 day policy above.

Made-to-order and bespoke items

Items made, finished or cut to your specification cannot be cancelled under the 14 day policy once production has begun. This will always be made clear before you order. Your rights in relation to faults are unaffected.

Cancellation form

To: Wood Connexions Ltd, 384 Linthorpe Road, Middlesbrough TS5 6HA, [email protected]. I hereby give notice that I cancel my contract of sale of the following goods: [description]. Ordered on [date] and received on [date]. Name, address, signature (if on paper) and date.

Contact

Wood Connexions Ltd, 384 Linthorpe Road, Middlesbrough TS5 6HA. Phone 01642 050050. Email [email protected]. Company number 15656360.