**Last updated: 11 October 2026**

At floor16 we want you to be happy with your order. If something isn’t right, we’ll work with you to find a fair solution.

This policy explains how cancellations, returns, refunds and replacement requests are handled for purchases made through our website.

## 1. Cancelling an Order

If you need to cancel an order, please contact us as soon as possible at **[insert your customer service email]**, quoting your order number.

If your order has not entered production, we will do our best to stop it and arrange a cancellation where appropriate.

Once production has started, cancellation may no longer be possible for products that are personalised or made to your specifications. This does not affect any cancellation rights that apply by law.

For products that are not exempt from the statutory cancellation right, eligible online purchases can generally be cancelled within 14 days of receiving the goods.

## 2. Custom and Personalised Stickers

Many floor16 stickers and decals may be cut, produced or personalised specifically for an individual order.

Where a product is genuinely made to your specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply.

For example, this may include decals produced using your chosen text, name, dimensions or custom artwork.

Please check your selected size, colour, wording and design carefully before completing your purchase. If you notice an error, contact us immediately so we can see whether it can be corrected before production.

This exclusion applies only where permitted by law. It does not prevent you from seeking an appropriate remedy if your order is faulty, damaged, incorrectly supplied or not as described.

## 3. Faulty, Damaged or Incorrect Orders

Please inspect your order when it arrives. If anything is damaged, defective, missing or different from what you ordered, contact us as soon as reasonably possible.

To help us investigate, please provide:

– Your order number and the name used when ordering.
– A description of the problem.
– Clear photographs of the product and packaging, where relevant.

We will review the issue and explain the next steps. Depending on the circumstances and your legal rights, this may involve a replacement, repair where applicable, refund or another appropriate solution.

If an item has been damaged in transit, please keep the packaging until the issue has been investigated.

You will not lose your statutory rights simply because you did not report a problem within an arbitrary number of hours or days.

## 4. Change-of-Mind Returns

For eligible non-personalised products purchased online, you generally have 14 days from the day after receiving your order to tell us that you wish to cancel. You then normally have a further 14 days to return the goods.

Returned products should be handled only as far as reasonably necessary to inspect their nature, characteristics and functioning, as you would in a shop.

You may be responsible for the direct cost of returning unwanted goods if this was explained before purchase. Original delivery charges and refunds will be handled in accordance with applicable consumer law.

Products that qualify for the personalised-goods exception may not be eligible for a change-of-mind return. This does not remove your rights where goods are faulty or otherwise fail to meet legal requirements.

## 5. Products We Cannot Accept for Change-of-Mind Returns

Where permitted by law, we may be unable to accept change-of-mind returns for:

– Stickers or decals genuinely personalised or produced to your specifications.
– Products that have been cut or manufactured to a design or size specifically requested by you, where the legal exception applies.

This section does not exclude any return, refund or other remedy required by law.

## 6. Refunds

If a refund is approved or legally due, it will normally be made using the original payment method unless another method is agreed with you.

For statutory cancellations, refunds will be processed within the period required by law. This is generally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.

Your bank or payment provider may require additional time to show the funds in your account.

If you believe a refund is overdue, contact us with your order number so we can investigate.

## 7. Replacements

Where a replacement is an appropriate remedy, we will contact you to confirm the details and explain any necessary steps.

Replacement products will be supplied in accordance with your statutory rights and any agreed resolution.

We will not charge you for a reasonable remedy where the law requires us to provide it free of charge.

## 8. Incorrect Customer Selections and Application

Please check all product options, including size, colour, wording and quantity, before ordering.

We cannot guarantee that a sticker will be suitable for every surface or that it will achieve a particular result if applied incorrectly or contrary to the supplied instructions.

If you believe we have supplied the wrong product or there is a manufacturing fault, please contact us. We will assess the issue fairly.

A customer selecting the wrong option does not automatically create a right to a refund for a genuinely personalised product, but any cancellation rights that apply to the order remain unaffected.

## 9. Sale Items and Promotional Offers

Products purchased through a sale, discount code or promotional offer remain subject to the same applicable consumer rights as other purchases.

A discounted price does not remove your right to a remedy for faulty, damaged or misdescribed goods.

## 10. Contact Us

For cancellation requests, returns, damaged items or refund enquiries, please contact:

**floor16**
Email: hello@floor16.co.uk
Website: floor16.co.uk

Please include your order number so we can deal with your enquiry as efficiently as possible.

Thank you for shopping with floor16.