Returns and Refunds

At Hard Decor Ltd, your complete satisfaction is extremely important to us. While we strive for all our products to be delivered in excellent condition and exactly as you expect, we acknowledge that unforeseen circumstances may occur.

Therefore, we have implemented a comprehensive returns policy to address any issues that may arise.

Lost in Transit:

Should your order be lost in transit and fail to be delivered on the agreed date, we will investigate immediately and endeavour to resolve with our haulage partner. If, in the very unlikely event your order is permanently lost then we will inform you at the earliest time and agree a plan of action. We will produce replacement materials that will be prioritised through our factory and shipped to you.

Damaged Goods:

If your order is noticeably damaged upon delivery, please do not accept the consignment and refrain from signing for it. In cases of damage discovered after delivery, please contact us immediately to arrange the return of the item for examination. According to government regulations, you have the right to inspect the goods at your home as you would in a physical shop. It is imperative to inform us of any damage, missing or incorrect materials within 48 hours of delivery.

Claims made after 48 hours of delivery will only be considered under very special circumstances and are at the discretion of the directors of Hard Decor Limited.

For goods that are accepted as damaged, we will arrange delivery of replacement materials or provide a full refund, including our original delivery costs.

Please note that refunds can only be issued after the item has been returned to our facility for inspection and refund authorisation. Goods must be returned at your expense, along with a copy of your delivery receipt, within 14 days of notifying us of your intention to return the items. Once the damage is confirmed, we will refund your payment, including your return delivery charge.

Bespoke Finished Products:

Please note that our bespoke finished goods, including our engineered oak flooring, are tailored to your specifications and are therefore considered bespoke orders. As such, they are exempt from the standard returns policy. However, if there are any issues with the quality or functionality of the goods, please contact us immediately so that we may help with the best resolution for you.

Problem with Goods:

If there is an issue with the goods, please contact us as soon as possible in order for us assess and liaise with the manufacturer to resolve the problem. The manufacturer may need to send an engineer to inspect the items in situ.

Return Delivery Costs:

Return delivery costs are at the expense of the customer.

Return Packaging:

When returning items, please attach a label to the outer packaging bearing our address.

Ensure the goods are in their original packaging and adequately protected against damage. We recommend using an insured carrier, as we reserve the right to  reject goods that are damaged when received.


In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order in writing within 14 days after delivery. To cancel, please email or write to us. If returning goods under this regulation, it is your responsibility to ensure they are received by us in good condition. We recommend taking out insurance for the return of such goods, as any returned damaged goods may not be refunded. Please note that the delivery of goods is considered a separate contract of services and is not covered by the cooling-off period. Therefore, any refund for goods returned under this regulation will be less our costs for delivering the order to you. This does not apply to special order items or bespoke finished items, as detailed above.


Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we have up to 30 days to process any refunds.

Additional Information:

Written descriptions and graphic images may not always accurately represent the actual size and colours of some items. We highly recommend that before making a purchase online, please order samples of the item you are interested in.

Your statutory rights are not affected by any of the above policies.