Refund policy
RETURN & REFUND POLICY
Last updated: 9 July 2026
At Arra Flooring Ltd., we are committed to supplying high-quality flooring products and providing excellent customer service. Please read this policy carefully before placing an order.
1. SPECIAL ORDER, CUT-TO-SIZE & CUSTOM PRODUCTS
Many products supplied by Arra Flooring are ordered specifically for individual customers, manufactured to order, cut to size, specially sourced, or otherwise personalised.
These products cannot be cancelled, returned or exchanged once an order has been confirmed, except where they are:
- faulty,
- damaged during delivery, or
- supplied incorrectly by Arra Flooring.
This includes, but is not limited to:
- Cut-to-length sheet vinyl
- Custom stair runners
- Special-order carpets
- Flooring ordered specifically from manufacturers or distributors
- Custom accessories and trims
- Any product cut, altered or personalised at the customer's request
2. STANDARD STOCK PRODUCTS
Where Arra Flooring agrees to accept the return of a standard stock product, the following conditions apply.
Products must:
- be returned within 14 days of delivery
- be unused
- be uninstalled
- be in their original packaging
- be in resaleable condition
Returns requested outside this period may be refused.
3. ITEMS THAT CANNOT BE RETURNED
The following items cannot normally be returned unless faulty:
- Special-order products
- Cut-to-size products
- Made-to-order products
- Custom-manufactured products
- Products that have been installed
- Opened adhesives, levelling compounds, primers or chemicals
- Clearance or end-of-line products were clearly marked as non-returnable
4. DAMAGED OR INCORRECT GOODS
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective or incorrect, you should notify Arra Flooring as soon as reasonably possible and, where practical, within 48 hours of delivery.
Photographs may be requested to assist with processing your claim.
Where a genuine fault or error is confirmed, we will repair, replace or refund the affected goods in accordance with your statutory rights.
5. HOW TO REQUEST A RETURN
To request a return, please get in touch with us before sending any goods back.
Email: info@arraflooring.ie
Please include:
- Your order number
- your name
- The reason for the return
- photographs where applicable
Returns sent without prior authorisation may be refused.
6. RETURN SHIPPING
Unless the product is faulty, damaged on delivery or supplied incorrectly by Arra Flooring, customers are responsible for the cost of returning goods.
Customers remain responsible for returned goods until they have been received by Arra Flooring.
We recommend using a tracked and insured delivery service.
7. RESTOCKING FEES
Arra Flooring does not charge a restocking fee for approved returns of eligible standard stock products.
8. REFUNDS
Once returned goods have been received and inspected, any approved refund will be processed to the original payment method.
Approved refunds are normally processed within 5 business days of the returned goods being accepted.
Original delivery charges are non-refundable unless required by law or where the return results from our error.
9. EXCHANGES
Where stock availability allows, we are happy to exchange eligible standard stock products that meet the conditions of this policy.
Custom-made, special-order or cut-to-size products cannot normally be exchanged.
10. YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights under Irish consumer protection legislation.
If goods are faulty, not as described, or not fit for purpose, you remain entitled to the remedies available under Irish law.
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Arra Flooring Ltd.
