Cancellations/ Returns policy

Online orders

All online orders, except for the Bespoke Wood flooring range and the accessories, fall under the Long-Distance Selling Act regulations which you can find on the government website

Bespoke Woodflooring is produced on an order by order basis so we will ask for full payment on these items. As this is a bespoke item and we manufacture each order, you will not be able to cancel the order once the we have booked in production dates.

Any items that are ordered and have a collection or delivery date within 3 weeks from the time of order will have to be paid in full.

If you need to cancel your order before the goods have been dispatched, please contact us as soon as possible on 020 3697 6812.

Any cancellations or items returned after dispatch are subject to carriage being paid by the purchaser back to the original point of departure.

The cost of carriage of a cancelled order is the responsibility of the purchaser.

We will store all goods for up to 6 weeks from the order date or production date or whichever is the latest date. After 6 weeks the goods will have to be either collected or delivered. Goods left for over 6 weeks may be re-sold at a discount. We will charge for any losses that we incur in selling the goods at a lower price and you may incur storage costs

Your statutory rights are not affected.

In Store Orders

Any orders taken in one of our stores fall under the Consumer Rights Act 2015.

Once an order is placed in store, it cannot be cancelled under any circumstance.

We will store all goods for up to 6 weeks from the order date or production date or whichever is the latest date. After 6 weeks the goods will have to be either collected or delivered. Goods left for over 6 weeks may be re-sold at a discount. We will charge for any losses that we incur in selling the goods at a lower price and you may incur storage costs

We may agree to a credit note, a change of product or amount of the product requirement.

You can find all of the information on the government website  

Returns and Refunds

We will accept returns in store, except for

  • Any end-of-line or clearance stock
  • Bespoke Woodflooring products
  • Any bespoke finished accessories

If you require OSB Flooring to collect any items, a collection charge will be levied.

OSB will accept flooring returns of up to 5% of the total amount originally purchased, except for the Bespoke Woodflooring range.

The items must be in their original packaging and in a good and clean condition and must be able to be re-sold.

OSB Flooring will not levy a re-stocking fee on returned items under the value of £100.00. If the value of the returns is over £100.00 a 10% re-stocking charge will be levied on the difference. i.e. if the items returned have a value of £150.00 there will be a re-stocking charge on the £50.00 of £5.00

Any refund must be on the same payment card as the goods were originally purchased on. If the goods were originally paid for by cash or bank transfer, the refund will be arranged within 72 hours. Please note that we bank any cash daily, so there may not be enough cash to facilitate a cash refund on the day that you returned the goods.

All goods must be returned within 21 days of purchase.

Damaged Goods

Our couriers do their utmost to ensure your goods arrive in perfect condition. In the unlikely event of goods arriving damaged it is imperative that you contact us immediately on 020 3697 6812 or email your evidence to before signing for the item(s). Photographic evidence may be required. Under no circumstances can we accept a claim for damages or short deliveries if it is not noted when signing for the delivery.

OSB Flooring will then organise to pick the damaged goods up and send out a replacement. This may be on different days as couriers delivering sometimes cannot pick up goods in the same vehicle. We will endeavour to organise replacement products as quickly as possible.

OSB Flooring will not be liable for any other costs except for replacement products and courier charges.

Before installing your floor please check the floor is of the correct colour and type. This is extremely important because once the flooring has been fitted, the flooring has been accepted by the customer. OSB Flooring cannot accept any returns and will not be liable for either replacement of product or fitting costs once the floor has been fitted

Please refer to our fitting guides and installation guides within each product pack and on this website.

Colours and Samples

Wood is a natural product and no two pieces are alike, so the colours on this web site may vary from the actual wood flooring received.

We strongly recommend you obtain a sample of the floor prior to ordering. Samples can be ordered on each of the product pages.

A small sample can only give you an indication of the colour of the wood and not the variation of colour and grain or grading.

Please note that the oil that we purchase, is always the same colour but the background timber that it is applied to will always be different.

OSB Flooring will not accept colour difference as a fault with the product.

Laminates and Pro-Tek™ click vinyl products may have a slight shade difference to the sample supplied. This is due to the printing plates wear at the point of manufacture, but the difference will always be within the legal tolerance.


Unless specified, all our real wood products have a grading of rustic. This grade has colour variation from plank to plank due to a natural mix of sapwood, filled knots and splits.

Distressed flooring will have the same grade as the rustic, but the knots and split could be bigger as they are filled with a resin. This floor is not suitable for underfloor heating.

Bespoke Woodflooring Select will have less variation with fewer knots and no splits.

We will not accept any returns based on the grading of the wood flooring.

Alternative Products

Due to stock levels it may sometimes be necessary to supply a like for like alternative to the product purchased.

We will contact you for agreement of a product change and this will not affect your statuary rights.

Engineered Wood Floor Guarantees

Most wood floors are guaranteed for a minimum of 10 years. Bespoke Woodflooring provide a warranty for all 14mm depth flooring for 25 years and 18mm depth flooring for 50 years. The warranty will not cover scratches, dents or any damage caused by local and conditions.

Pro-Tek™ and Laminate Guarantees

These products are guaranteed by the manufacturers. Please refer to their websites for further details.


OSB generally have very few complaints even though we sell around 125,000 m2 of flooring every year. If you are unfortunate enough to have a complaint, please read the next 2 paragraphs on how to contact us.

Website- please call us on 020 3697 6812 or email us at We may ask for a complaint form to be filled out and sent back to us.

Store – please call the store that you purchased the flooring from. We may ask for a complaint form to be filled out and sent back to us.

We may ask for photographic evidence.

We have a lot of experience within the company and OSB Flooring will try and identify the cause of the problem from the information given.

Most complaints are due to the installation or problems arising from local conditions. If we believe that the nature of the complaint is not a product fault and is due to local conditions or installation, we will not inspect the flooring.

If you do not agree with our findings, then on your behalf and at your cost we can arrange an independent inspection to be carried out. If the inspection reports that the product is faulty, we will reimburse the cost of the inspection and organise a repair or replacement at our costs.

The costs must be reasonable and agreed before any works are undertaken. We reserve the right to use our own recommended tradesmen.

We will only take liability on the cost of labour and materials to replace or repair the flooring.

We will not accept liability for any time, hotels or inconvenience of the replacement or repair.

Our tradesmen will not be responsible for decorating any affected areas.

We will agree an amount for the reasonable decoration costs which will be limited to skirting boards only if they are damaged during the repair or replacement.

Recommended Fitters

Recommended fitters are not employed by OSB Flooring. They are sub-contractors employed by the customer to carry out the installation. However, the fitters that we recommend have been fitting flooring supplied by our company for over 10 years. We can recommend our flooring fitters if your property is inside the London area and you purchased your flooring from us.

Payment to fitters should be made on satisfactory completion of the work. A 20% deposit payment will be required at the time of booking. A charge may be applied for cancellation at short notice.

The price charged per m2 is to fit all materials we supply and does not include any other labour costs.

Extra charges may be levied for unforeseen floor preparation, uplifting original flooring or and moving furniture.