This policy applies to purchases of physical flooring and floor décor products from SonuFloor. Return eligibility and arrangements depend on the product, the reason for the return, any applicable product-page information, and applicable consumer rights. Nothing in this policy limits any mandatory rights you may have for faulty, damaged, incorrectly supplied, or otherwise non-conforming goods.
Return Conditions
If you would like to return an item, please contact us promptly through https://sonufloor.com/contact-us/. We will confirm the return arrangements and any return request deadline that applies to your order. This policy does not specify a fixed return window.
- For change-of-mind returns, items should generally be unused, uninstalled, and in reasonably good condition.
- Please retain original packaging, accessories, and any included components where applicable and reasonably possible. Packaging requirements do not override applicable rights relating to faulty or non-conforming goods.
- Depending on the nature of the product and any applicable product-page disclosures, restrictions may apply to made-to-order, custom-cut, or personalised products, or to hygiene-sensitive, consumable, or perishable items, if offered.
- Flooring and floor décor products are not automatically excluded from returns simply because of their category. Eligibility will be assessed according to the item and the circumstances.
How to Request a Return
- Contact us through https://sonufloor.com/contact-us/ with your order number, the item you wish to return, and the reason for your request. If there is a product issue, include a description and photographs where reasonably possible.
- Wait for return instructions before sending the item. We will confirm the applicable arrangements, the return destination, and any relevant shipping details.
- Pack the item securely and send it to the address provided, following the return instructions. Please retain proof of shipment and tracking information where available.
- Once the returned item is received, we will inspect it and let you know the outcome and any refund or other resolution that applies.
The dispatch address or an address printed on the packaging may not be the correct return destination. Please use the return address provided in our instructions.
Refunds
If a refund is due, we will normally issue it to the original payment method. If this is not possible, we will contact you to arrange an appropriate alternative, subject to applicable requirements.
We will confirm the refund amount and any applicable treatment of delivery charges based on the reason for the return, the item’s condition, and applicable rules. Refunds will be handled without undue delay and in accordance with any applicable requirements. The time it takes for funds to appear in your account may also depend on your bank or payment provider.
Return Shipping Costs
Responsibility for return shipping and any related collection costs will be confirmed based on the reason for the return, the product’s condition, and applicable rules. Different arrangements may apply to a change-of-mind return and a return involving faulty, damaged, or incorrectly supplied goods. Please contact us before arranging shipping so that we can clarify the applicable costs and instructions.
Exchanges
Exchanges depend on stock availability, the condition of the item, and the circumstances of your request. Please contact us before returning a product for an exchange so that we can confirm whether an exchange is available and explain the arrangements.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, contains the wrong item, or appears faulty, please contact us promptly with your order details and a description of the issue. Where reasonably possible, keep the packaging and provide photographs to help us assess the problem. Avoid installing or further using an affected item while seeking guidance if doing so could worsen the issue.
These cases are handled separately from change-of-mind returns. Depending on the circumstances and your applicable rights, an appropriate resolution may include a repair, replacement, or refund. Change-of-mind restrictions, including those relating to custom products, use, or packaging, do not remove any mandatory rights you may have.
Contact Us
For return requests, refund questions, exchange enquiries, or help with an order, please contact SonuFloor through https://sonufloor.com/contact-us/.
