Refund policy

We want you to love your new flooring. However, if you need to return your order, please read the following carefully.

Returns Eligibility

We accept returns of eligible products within 14 days of delivery, provided the following conditions are met:

  • Items must be unused, in original packaging, and resalable condition.

  • Returns must be pre-authorised via email at support@infinita.london.

  • Products that have been cut, installed, or damaged are not eligible for return.

  • Any discrepancies, damages, or missing items must be reported within 24 hours of delivery.

Return Shipping Costs

  • Customers are responsible for all return shipping costs, including:

    • Transportation

    • Insurance

    • Pallet or courier arrangements, if applicable

  • We do not offer free returns or collections.

  • We recommend using a trackable and insured courier, as we cannot accept responsibility for goods lost or damaged in transit.

Refunds

  • Once returned goods have been inspected and approved, we will issue a refund to your original payment method, minus:

    • Any original delivery fees

    • A restocking fee of up to 15%, where applicable

  • Refunds are typically processed within 7–10 working days of receipt and inspection.

Non-Returnable Items

The following items cannot be returned:

  • Opened boxes or part-used packs

  • Clearance or sale items

  • Custom-cut orders or made-to-measure flooring

  • Adhesives, tools, and accessories once opened

  • Products returned after the 14-day window

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery at support@infinita.london

  • Include photos and a brief description.

  • We will arrange a replacement or refund as appropriate at no cost to you, once verified

Cancellations

  • Orders can be cancelled before dispatch by emailing support@infinita.london.

  • Once dispatched, you must follow the returns process outlined above.

Need Help?

If you're unsure whether your item qualifies for return or need help with a claim, email our support team at support@infinita.london.

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