Returns & Refunds Policy
At Big Box Flooring, we want you to be happy with your purchase. This policy explains your options for returning items purchased online and in-store.
Online Returns
If you change your mind about an item purchased through our website, you may request to cancel your order within 14 calendar days of receiving your goods.
This cancellation period applies to eligible products only and is subject to the exclusions detailed below.
To exercise your right to cancel, you must notify us within the 14-day cancellation period by phone, via our Contact Form, or by email at info@bigboxflooring.ie.
Returned items must:
- Be unused and in an as-new condition
- Be returned with all original packaging where applicable
- Be adequately packaged to prevent damage during transit
- Be accompanied by proof of purchase
Please note that customers are responsible for the cost of returning unwanted items to our store. Returned goods remain the customer's responsibility until they are received and inspected by our team.
Once your return has been received and approved, any applicable refund will be processed using the original payment method.
Products Excluded from Online Returns
The following items cannot be returned unless they are faulty, damaged, or otherwise covered by your statutory rights:
- Mattresses and bedding products that have been opened, used, or removed from their original sealed packaging
- Special-order, made-to-measure, or customised products manufactured to a customer's specifications, including certain carpet orders
- Products that have been assembled at the customer's request
- Gift vouchers
These provisions do not affect your statutory rights under Irish or European consumer law.
Flooring Returns
We strongly recommend that all flooring products are inspected carefully before installation.
Customers should ensure that the product received is correct and that they are satisfied with the colour, finish, and specification before fitting begins.
Unused stock flooring products may be returned within 30 days of purchase, subject to the following conditions:
- The flooring remains unopened, undamaged, and in its original packaging
- Proof of purchase is provided
- The product forms part of our current stock range
- Customers must contact us before returning the product
Please note that special-order flooring, clearance products, discontinued lines, opened packs, damaged flooring, surplus flooring from completed projects, and flooring that has been cut, modified, or installed cannot be returned unless the product is faulty.
As natural and manufactured flooring can vary slightly in colour, shade, texture, or grain between batches, customers should ensure sufficient quantities are ordered before installation.
Once installation has commenced, the product is deemed to have been accepted. Flooring that has been installed cannot be returned for cosmetic issues, shade variation, installation errors, or suitability concerns that would have been apparent prior to fitting.
In-Store Purchases
We undertake that all products supplied will correspond with their description at the time of purchase.
Where an item has been specifically ordered, reserved, or manufactured for a customer and a deposit has been paid, cancellation may not be possible once the order has been processed. Please speak to a member of our team before placing your order if you have any questions regarding deposits or special orders.
We may offer a refund, exchange, repair, or replacement where goods are found to be faulty, damaged, or not as described, subject to inspection and applicable consumer rights.
To assist us in resolving any issue quickly, we ask that faults or damage are reported as soon as possible and that proof of purchase is retained.
Mattresses & Bedding
For hygiene reasons, mattresses and bedding products cannot be returned or exchanged once opened or removed from their original packaging, unless they are faulty.
Please ensure you have selected the correct size and specification before opening your purchase.
Special Orders & Custom Products
Furniture, carpets, flooring, or other products manufactured, cut, ordered, or customised specifically to a customer's requirements cannot be cancelled, exchanged, or returned unless faulty.
Refunds
Approved refunds will be made using the original payment method used for the purchase.
Where the original purchase was made by credit or debit card, the cardholder may be required to present the original card when processing a refund in-store.
Contact Us
If you have any questions regarding returns, refunds, or cancellations, please contact our team on 021 4919466, via our Contact Form, or by email at info@bigboxflooring.ie.