Refund policy

Refund & Returns Policy

Returns

We operate a 28-day returns policy.

This means:

  • You have 14 days from the date you receive your order to request a return or exchange.
  • Once your return request is approved, you then have a further 14 days to return the goods to us.

This policy is in addition to your statutory rights under UK consumer law.

Eligibility for Returns

To be eligible for a return:

  • Items must be unused and in the same condition as received
  • Items must be in their original packaging
  • You must provide proof of purchase

We cannot accept returns if:

  • The product has been cut, trimmed, or modified in any way
  • Any finish, adhesive, sealant or treatment has been applied
  • The product has been installed or partially installed

Natural Material Disclaimer

Our products are manufactured using natural materials. As a result, variations in colour, grain, texture and tone may occur.

Slight colour differences between product images on our website and the delivered product do not constitute a fault and are not grounds for a free return.

Return Shipping Costs

If you are returning goods because:

  • You no longer want the product
  • You ordered the incorrect item
  • The product does not meet personal preference

Then you are responsible for return shipping costs.

If free delivery was applied to your original order and the order is returned for any of the reasons above, the outbound delivery cost will be deducted from your refund.

Outbound delivery deductions:
£15 per carton shipped (to cover carrier and handling charges).

How to Start a Return

To request a return, please contact us at:

Email: hello@accentfloorsandwalls.co.uk

Returns must be sent to the following address after approval:

Accent Floors & Walls
Unit 2, Bizspace Business Park
Tyseley
Birmingham
B11 2AL
United Kingdom

Please do not return goods without contacting us first.

You can also contact us with return-related questions at:
returns@accentfloorsandwalls.co.uk

Damages and Incorrect Items

Please inspect your order immediately upon receipt.

If your item is damaged, defective, or incorrect, you must contact us as soon as possible so we can assess the issue and resolve it.

Failure to notify us promptly may affect our ability to make a claim with the carrier.

Non-Returnable Items

The following items are non-returnable:

  • Sale items
  • Gift cards
  • Cut-to-size or customised products

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved:

  • Refunds are issued to the original payment method
  • Refunds are processed within 10 business days of approval

Please note that banks and card providers may take additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

hello@accentfloorsandwalls.co.uk

Last updated: February 2026