Returns Policy

At First4Floors.co.uk, we want you to be delighted with your purchase. If you’re not entirely satisfied, our returns policy aims to make the process as simple as possible. Please read the following carefully to understand your rights and our practices regarding returns.

1. Return Eligibility

Items may be returned if they are:

  • In unused, original condition with all packaging intact
  • You notify us in writing within 14 days after receipt of your order
  • Returned within 30 days of the purchase date
  • Accompanied by proof of purchase (e.g., receipt, order confirmation)

Unfortunately, items that have been used, damaged, or altered are not eligible for return unless faulty. Custom orders or products that have been cut to specific measurements may also be ineligible for return unless there is a manufacturing defect.

2. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 48 hours of delivery. We may request photos of the item to assess the damage before issuing a replacement, repair, or refund. This does not affect your statutory rights under the Consumer Rights Act 2015.

3. How to Return an Item

  1. Contact our customer service team by emailing admin@first4floors.co.uk or calling 01752 348586. Please have your order number and details ready.
  2. We will guide you through the return process and provide you with a returns reference if necessary.
  3. Pack the item securely in its original packaging and include any necessary documentation.
  4. Return the item to the address provided by our customer service team.

4. Return Costs

Unless the item is faulty or incorrect, the cost of return postage is your responsibility. We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged in transit.

5. Refund Process

Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds will be made to the original payment method. Please note that delivery charges are non-refundable unless the item is faulty or we made an error with your order.

6. Exchanges

If you would like to exchange an item, please follow the same return process outlined above. Once we receive the returned item, we will send the replacement. If the replacement is of a higher value, you may be asked to cover the difference.

7. Contact Us

If you have any questions about our returns policy, please contact us:

First4Floors.co.uk
Email: admin@first4floors.co.uk
Phone: 01752 348586
Address: First 4 Floors (Southwest) Ltd, Unit 1 Joshua Close, 1 Bell Close, Plymouth, PL7 4FF