returns and refunds
Home Interiors & Eco PaintIn the unlikely event that you're not happy with a purchase made online, or in our store, please contact us.
If the product is faulty we will happily issue a refund or replacement.
If the item is unwanted, you must notify us within 14 days of purchase (in store) or on receipt (for online orders), then return the item within 14 days of notifying us. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the item(s) are in a resaleable condition, credit will be applied to your credit / debit card or original payment method within 14 days. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. If the item wasn’t marked as a gift when purchased, we will send a refund to the original purchaser. Please note that ecora gift cards are not returnable.
Wood flooring & AccessoriesIn the unlikely event that you have an issue with our flooring, please contact us immediately so we can investigate the matter for you.
Most of our wood flooring is a bespoke, made to order, or special order products which cannot be returned unless the product is faulty. The fault needs to be reported immediately and prior to fitting, and you must ensure our instructions have been followed. Care, installation & maintenance instructions are available online at ecora.co.uk, or upon request. The flooring will require your full attention before, during and after fitting. As wood is a natural product, each board will have its own unique, individual characteristics.
Please inspect your flooring order upon delivery and prior to the commencement of any installation or application work. No complaints will be considered, and no right of return or refund for goods will exist once the flooring has been unpacked*, installed or applied, used or altered in any way.
On a select number of off-the-shelf or special order wood flooring products, a partial refund may be granted. These will carry a 40% return and restocking charge, which will cover any delivery costs we may have incurred in fulfilling the original order, whether charged or provided free of charge, as well as any costs associated with the return and restocking of the goods to our, or our suppliers warehouse.
*excludes a bundle or two to inspect the flooring to confirm that it meets expectations
Bespoke Furniture & ShelvingSome of our furniture and shelving is made to order, and cannot be returned unless it is faulty. Please inspect your items upon delivery and inform us immediately of any issues.
Please refer to our full Terms & Conditions here: https://www.ecora.co.uk/