Refund policy

Cancelling Your Order Before Despatch

You reserve the right to cancel an order you have placed with us before it has been despatched, and should you do so, you will be eligible for a full refund of your order plus any delivery costs you have paid for.

If however you cancel your order after it has been despatched, you may be still be
eligible for a full refund, subject to the conditions noted below

Cancelling Your Order After It Has Been Delivered

Once your order has been despatched, we cannot process a return and refund until it has been delivered. 

Upon delivery of your order, you have 30 days by which to change your mind and return your order to us, upon which you may be eligible for a full refund.

In order to be eligible for a full refund however, the following conditions must be met:

You will be responsible for ensuring the goods are returned back to our warehouse in full saleable condition. This includes ensuring that the order is packed tightly and appropriately so that it is not damaged or harmed on the delivery back to our warehouse

You may also have to pay for return shipping costs depending on the size of your order. See below for further details.

Once these conditions are met, we can process a full refund of your order immediately. We will also refund the cost of our standard outbound delivery service. 

Do You Have To Pay For Return Shipping Costs?

For a limited time only (until the 23rd April), we will cover the costs of returning all orders - no minimum spend required

We are happy to assist you in arranging a pallet delivery back to our warehouse, and any other questions you may have on return shipping.

Damaged Goods Upon Delivery

We take great care to ensure your flooring arrives in perfect condition. In the unlikely event that your order arrives with visible damage, please do the following

1. Note the damage on the driver's delivery note before signing.

2. Contact us within 48 hours of the delivery.

3. Provide photographic evidence of the damage to both the packaging and the planks. 

Once we confirm the damage occurred in transit, we will arrange a partial refund for the damaged packs or dispatch replacements to you free of charge.

If the damage to the LVT occurs after delivery has taken place, either during the fitting process or as the LVT is being stored pre-fitting, you will not be eligible to a refund, as we cannot be liable for any damage which was caused by matters outside of our control.

Warranty

Any order of LVT at Citadel Flooring comes with a 20 year manufacturer's warranty. This warranty however covers only manufacturing defects, and not general wear and tear which may occur after the LVT has been fitted.

We note that the warranty is only valid if the flooring has been installed and maintained in accordance with the instructions laid out in our official Fitting and Care guides.

Warranty claims will be investigated to determine the cause of the issue. Claims will not be approved if the fault is found to be a result of subfloor issues, incorrect installation methods, or improper use.