Your peace of mind: our return policy
At Matty Floors, we want you to be completely satisfied with your flooring solutions. Our return policy is designed to be fair, simple, and clear, ensuring your peace of mind when shopping with us. We believe in transparency and want you to understand your options should you need to return a product.
Common questions about returns
We understand that sometimes a product might not be exactly what you expected. Below, you'll find answers to the most common questions about returning items purchased from Matty Floors, helping you navigate the process with ease.
What is our return window and what are the conditions?
Customers can return unused, in-stock products within 14 days of purchase. Items must be in original condition, unopened, and in their original packaging. Please note that special orders or custom products, including hardwood, laminate, vinyl, and carpet cut to specific dimensions, cannot be returned.
What condition must the product be in for a return?
For a product to be eligible for a return, it must be unused and in its original, saleable condition. This includes being in the original packaging, unopened, and free from any damage, scratches, or alterations. We cannot accept returns for products that have been installed, cut, or otherwise altered from their original state.
Will customers get their money back, or can they exchange the product?
Upon successful return of eligible products, customers will receive a full refund to their original payment method. Alternatively, you may choose to exchange the product for another item of equal value within our in-stock inventory. Refunds typically process within 5-7 business days after we receive and inspect the returned item. Shipping costs are non-refundable.
What steps should a customer follow to return an item?
To initiate a return, please follow these steps:
1. Contact our customer service team at [[phonenumber]] or [[email]] within 14 days of purchase.
2. Provide your order number and a brief reason for the return.
3. Our team will guide you through the return authorization process and provide instructions for shipping the product back to our Manchester location.
4. Once we receive and inspect the item, we will process your refund or exchange accordingly.