Returns &
Refunds.

The Summary

• Bespoke Collection and made-to-order floors: cannot be returned, cancelled or refunded once your order is confirmed.
• All other collection products: returns are accepted by prior arrangement, subject to a 25% restocking fee plus the logistics costs of collecting and returning the goods.
• Fitted floors: boards that have been fitted, cut or altered cannot be returned.
• Damaged or faulty goods: we will repair, replace or refund them in line with your legal rights.

This policy applies to goods bought from LIGNORA LTD. It should be read alongside our Terms of Service.

Bespoke & Made to Order

Floors from our Bespoke Collection, and any floor made, stained, finished, cut or sized to your specification, are produced specifically for your project. Because they cannot be resold, bespoke and made-to-order flooring cannot be returned, exchanged or refunded once your order has been confirmed.

This also applies to custom colours matched to a sample or an existing floor, special plank widths or lengths, custom herringbone and parquet blocks, and bespoke staircase and joinery work.

Goods made to your specification are excluded from the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That is why we ask you to approve a sample of your chosen colour, grade and finish before any bespoke order goes into production. Please check your order confirmation carefully: once you approve it, the specification is final.

Collection Products

Products from our ready-made collections, including the Signature Collection, Prime Grade Collection, Timeless Line, Design Collection, Reclaimed Collection, Douglas Fir Collection and accessories, can be returned on the following terms:

• Restocking fee: a restocking fee of 25% of the value of the returned goods is deducted from any refund.
• Logistics costs: the cost of collecting the goods and of the original delivery is deducted from any refund, or paid by you if you arrange the return yourself.
• Condition: goods must be unopened, unused and in their original, undamaged packaging, and in a condition we can resell.
• By arrangement: please contact us before returning anything. We will confirm the return, the charges and the collection details in writing. Goods sent back without agreement may be refused.
• Part packs: opened or part-used packs cannot be returned.

The restocking fee covers inspecting, repacking and returning goods to stock. Where your statutory cancellation right applies (see below), that right takes priority over this section.

Your Right to Cancel

If you are a consumer and you ordered collection products at a distance (for example by phone, email or online) or away from our business premises, you can cancel within 14 days of receiving the goods without giving a reason. If you cancel within this period, no restocking fee applies. You pay the direct cost of returning the goods, and we may deduct an amount if the goods have been handled more than was necessary to check them.

This right does not apply to bespoke or made-to-order flooring, or to goods that have been fitted, cut or altered. It also does not apply to business and trade customers. After the 14-day period, returns of collection products are handled under the restocking terms above.

To cancel, tell us clearly by email at info@lignora.co.uk within the 14 days.

Fitted Floors

Once boards have been fitted, cut, glued, nailed, sanded or finished, they cannot be returned. If you are not happy with installation work carried out by our team, please tell us straight away. Our workmanship is covered by the warranty set out in our Terms of Service, and we will put right anything we got wrong.

Wood is a natural material, so colour, grain and knots vary from board to board and from the sample. Natural variation within the grade you chose is not a fault.

Damaged or Faulty Goods

Please check your delivery when it arrives. If anything is damaged or wrong, tell us as soon as possible with photos, and do not fit the affected boards. We will arrange a repair, replacement or refund in line with the Consumer Rights Act 2015, and no restocking fee or logistics charge applies.

Fitting boards that are visibly damaged may affect what we can offer, so please always contact us first.

How Refunds Are Paid

Refunds are made to the original payment method. For returns under this policy, we refund within 14 days of receiving the goods back and confirming their condition, less any restocking fee and logistics costs we have agreed with you in writing.

Free samples do not need to be returned.

Contact Us

To arrange a return or ask about this policy, contact us before sending anything back. This policy does not affect your statutory rights.