Our commitment to your satisfaction

At Emerald Flooring Ltd, we want you to be completely satisfied with your purchase. Our return policy is designed to be fair and straightforward, ensuring a hassle-free experience. Please read the following guidelines to understand our return process.

30-day return policy

We offer a 30-day return policy on most of our flooring products. If you are not entirely satisfied with your purchase, you can return the item(s) within 30 days of the delivery date for a refund or exchange, subject to the conditions outlined below.

Return conditions

To be eligible for a return, please ensure the following conditions are met:

  • The item(s) must be unused, undamaged, and in their original packaging.
  • All accessories, manuals, and included items must be returned.
  • Proof of purchase (order confirmation or receipt) is required.
  • Cut or custom-made items may not be eligible for return unless the product is defective or damaged upon arrival.

How to initiate a return

To initiate a return, please follow these steps:

  1. Contact our customer service team at [[phonenumber]] or email us at [[email]] to request a return authorisation.
  2. Provide your order number and details of the item(s) you wish to return.
  3. Our customer service team will provide you with a return authorisation and instructions on how to return the item(s).
  4. Carefully package the item(s) and include a copy of the return authorisation inside the package.
  5. Ship the item(s) to the address provided by our customer service team. You are responsible for the return shipping costs unless the item is defective or damaged upon arrival.

Once we receive the returned item(s) and verify that they meet the return conditions, we will process your refund or exchange within [Number] business days. Refunds will be issued to the original payment method.