Return Policy
Return Policy – Hoff Group LTD (Trading as Hoff Parquet)At Hoff Parquet, we take pride in supplying high-quality, bespoke wood flooring and cladding products. To maintain our standards and ensure a fair process for our customers, we have set out the following return policy:
1. Made-to-Order Products
1.1 All of our products – except unfinished engineered oak – are made to order.
1.2 The standard lead time for made-to-order products is 3–8 weeks, depending on specification and availability.
1.3 As these products are manufactured specifically to your requirements, returns or cancellations are not accepted once the order has been confirmed, except in the cases outlined in Section 2 below.
2. Accepted Returns
2.1 We only accept returns if the goods delivered are:
2.3 If the return is approved, we will arrange for collection of the goods at our cost, or provide a replacement where appropriate.
3. Condition of Goods
3.1 Returned goods must be in their original packaging and remain uninstalled, unused, and undamaged.
3.2 Any attempt to install or alter the goods may void the right to return.
4. Exclusions
4.1 Returns are not accepted for:
5. Refunds & Replacements
5.1 Approved refunds will be processed within 14 working days of the returned goods being received and inspected.
5.2 Where agreed, replacement goods will be supplied as soon as possible, subject to lead times.
Note: This policy does not affect your statutory rights under UK consumer law.
1. Made-to-Order Products
1.1 All of our products – except unfinished engineered oak – are made to order.
1.2 The standard lead time for made-to-order products is 3–8 weeks, depending on specification and availability.
1.3 As these products are manufactured specifically to your requirements, returns or cancellations are not accepted once the order has been confirmed, except in the cases outlined in Section 2 below.
2. Accepted Returns
2.1 We only accept returns if the goods delivered are:
- Faulty (e.g., manufacturing defects that affect performance or appearance);
- Of the wrong colour (i.e., significantly different from the colour specified and ordered);
- Of the wrong specification (e.g., incorrect size, grade, pattern, or finish supplied compared to the order confirmation).
2.3 If the return is approved, we will arrange for collection of the goods at our cost, or provide a replacement where appropriate.
3. Condition of Goods
3.1 Returned goods must be in their original packaging and remain uninstalled, unused, and undamaged.
3.2 Any attempt to install or alter the goods may void the right to return.
4. Exclusions
4.1 Returns are not accepted for:
- Products correctly supplied in accordance with the order;
- Variations in colour, grain, or texture that are natural characteristics of real wood and not classed as faults;
- Damage caused by incorrect storage, handling, or installation by the customer or third parties.
5. Refunds & Replacements
5.1 Approved refunds will be processed within 14 working days of the returned goods being received and inspected.
5.2 Where agreed, replacement goods will be supplied as soon as possible, subject to lead times.
Note: This policy does not affect your statutory rights under UK consumer law.
