Refund policy

AK Hardwood Flooring – Returns Policy

Returns Policy

At AK Hardwood Flooring, we want your purchase experience to be smooth and fair. Below is our returns policy:

1. Change of Mind Returns

If you have changed your mind about your purchase:

  • You may cancel before dispatch for a full refund.
  • Once your order has been dispatched or delivered, you may still return items for a full refund if returned within 14 days of delivery.
  • Products must be unopened, unused and in original packaging to qualify for a refund.
  • Please note: Delivery charges are not refundable and customers are responsible for return shipping costs.

2. Returning Leftover Packs

If you over-ordered and have spare packs of flooring:

  • We will accept unopened packs back for a full refund within 30 days of delivery.
  • The returned products must still be sealed and in original condition.
  • The return shipping cost is your responsibility.

3. Faulty or Damaged Goods

If your order arrives with visible damage or faults:

  • You should report this to us immediately, preferably within 7 days of delivery.
  • Please inspect all items before installation — once flooring is fitted or installed, it is deemed accepted and cannot be returned or refunded.
  • In cases of proven damage or defects, we will arrange a refund or replacement as quickly as possible after inspection and evidence (photos/videos).

How to Return an Item

To initiate a return:

  1. Email us at web@akhardwood.com with:
    • Your order number
    • Name and contact details
    • Reason for return
    • Number of items being returned
  2. We will issue a returns authorisation and returns note.
  3. Attach the returns note to the outside of your return package.
  4. Ship the goods back to us at your expense.
  5. Once received and inspected, we will process your refund within 14 days.

Important Notes

  • Orders custom-made or specifically ordered to your requirements (custom trims, non-stock specials) cannot be returned.
  • Returning products without prior authorisation may delay refunds or be rejected.
  • All refund processing times may depend on your bank or card issuer.

Contact Us

If you have any questions about delivery or returns, please get in touch:

AK Hardwood Flooring
Unit A/B, Investment House

28 Queens Road

KT13 9UT

Weybridge

www.akhardwood.com

web@akhardwood.com

Tel: 01932 640 611