At InHomes Direct, we strive to provide our customers with high-quality products and excellent customer service. However, in the unlikely event that your new flooring arrives damaged, or if you’ve changed your mind about your order, we offer a clear and straightforward returns policy to ensure your satisfaction.

21-Day Returns Guarantee

We offer a 21-day returns guarantee on all orders. If something isn’t right or you’ve received damaged pieces, we’ve got you covered. Our policy allows for returns or refunds under various circumstances, as detailed below.

How to Return Your Order

Before sending any items back to us, please contact us so we can process your return as quickly as possible. This ensures everything is handled correctly, and your refund is issued promptly.

Order Cancellation (Before Dispatch)

If your order has not yet been dispatched and you have not received an order dispatch confirmation from us, you have up to 10 days from the date of your order to cancel it and receive a full refund.

Order Returns (After Dispatch)

If your order has already been dispatched and you no longer need it, you are eligible for a return under our 21-day returns guarantee. You can return your order within 21 days from the date of delivery, as long as the items are unopened and in their original condition.

Please note:

• You are responsible for the return shipping costs.
• The original delivery cost is non-refundable.

Clearance Products

Clearance products, including remnants, roll ends, and overstocks, are sold as seen and are not eligible for returns, refunds, or exchanges. These products are available while stocks last, and management reserves the right to withdraw clearance items without notice.

Returning Leftover Packs or Offcuts

If you have any spare, unopened packs of flooring after installation, you can return them to us within 21 days from the date of delivery, provided they are in their original, unopened condition and packaging.

Please ensure you have the following information ready when arranging a return:

• Your sales order number (found on your order confirmation email)
• Your contact details

As with other returns, you are responsible for the return shipping costs and the original delivery cost is non-refundable. Once we receive the returned items, we will process your refund within 14 days.

Damaged Orders

In the unlikely event that your order arrives damaged, please accept the delivery and sign for the goods as damaged. Then, at your earliest convenience, please get in touch with our Customer Care team to arrange a replacement or to request a refund.

If you notice any issues after signing for the delivery, please contact us as soon as possible to arrange a resolution. We recommend checking your flooring upon arrival to avoid delays with your project.

For damaged orders, please ensure you provide:

• Your sales order number (found on your order confirmation email)
• Your contact details
• Photos or videos of the damage/fault

Once we receive visual evidence of the damage, we will process your request for a replacement or refund.

• A replacement will be sent out to you at the earliest available delivery date.
• If you have requested a refund, it will be processed within 14 days.

Important: You will not be required to return the damaged packs to us. Please dispose of them safely.

Refund Processing

Once your return is processed, a refund will be issued within 14 days. Please allow this time for your refund to be completed.

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For any return or refund inquiries, please don’t hesitate to contact our Customer Care team, and we will assist you in resolving the matter as quickly as possible. Thank you for choosing InHomes Direct!