Should you decide to cancel an order this must be done prior to the dispatch process occurring. Once an order reaches the dispatch process then cancellations or changes may not be possible. Should you wish to change or cancel an order we recommend you make contact with us with phone being preferable to email. Royal Floors will always endeavor to assist you as much as reasonably possible but once an order is shipped it cannot be cancelled or changed.

Unfortunately, items are occasionally damaged in transit. Should an item arrive to you where the packaging or the item itself are damaged then you should take photos or videos showing the damage. You should also refuse to take delivery and contact us immediately. We will share your feedback with delivery partners and suppliers to improve our service and quality of packaging.

Should you notice an item is damaged after its delivery then please take photos or videos clearly showing the damage and make contact with us. This should take place, within reason, within 3 business days of receiving your delivery.

We will look to remedy the situation depending on the circumstances. Potential solutions may include offering you compensation to self-repair or organizing a local third-party to repair, offer a partial or full refund or store credit, replace the product (based upon availability), arranging for the product to be returned to us at our cost.

Should we accidently ship a wrong item to you then please make contact with us as soon as you can. We will offer to send the correct item and arrange for the collection of the incorrect item at no cost to you.

We do not offer exchanges. Items may only be returned in accordance with our returns policy. You are welcome to place a new order with us. We do not accept returns due to a customer change of mind.