Our return policy
At Cobra Flooring, we want you to be completely satisfied with your purchase. Our return policy is designed to be clear and fair, ensuring a smooth process if you need to return an item. Please read the information below carefully.
Frequently asked questions about returns
Understanding our return process is important. Below, you'll find answers to the most common questions regarding returns, eligibility, and how to initiate a return with Cobra Flooring.
What items can be returned and what's the return period?
Customers can return in stock, unused flooring items in their original packaging. Special order or custom flooring cannot be returned. Returns must be requested within 14 days of purchase, and may be subject to restocking fees.
How do I initiate a return?
The easiest way to return an item is to contact Cobra Flooring first. We will provide instructions on where and how to return the product. Items should be returned in their original packaging and in unused condition to be eligible for a refund or exchange.
Are there any items that cannot be returned?
Yes, special order, custom cut, or clearance items cannot be returned. All returns must be in original packaging and unused. Restocking fees may apply for eligible returns.
What is your refund process?
Once we receive and inspect your returned item, we will process your refund to your original payment method. Please allow 7 business days for the refund to appear on your statement. Shipping costs are non refundable.
Do I have to pay for return shipping?
Customers are responsible for return shipping costs unless the return is due to a fault or error on the part of Cobra Flooring. We recommend using a trackable shipping service.
What if my item arrives damaged?
If your flooring arrives damaged, please contact us immediately at info@cobrafloors.com within 24 hours of delivery. We will arrange for a replacement or refund and provide instructions for the damaged goods.
Can I exchange an item instead of returning it?
Yes, exchanges are possible for eligible items, subject to stock availability and our standard return policy. Please contact us to discuss your exchange options.
What if I have other questions?
If you have any further questions about our return policy, please don't hesitate to contact our customer service team directly. We're here to help you at info@cobrafloors.com.
Questions about your order?
If you have any further questions about our return policy or need assistance with a return, our customer service team is here to help. Contact us today for personalised support.