Returns policy.

Our promise

We want you to be completely happy with your purchase. If something isn't right — whether it's not what you expected, arrived damaged, or you simply changed your mind — we'll do everything we can to make it right. Our returns process is designed to be straightforward and fair.

Standard returns

You have 30 days from the date of delivery to return products for a full refund. To be eligible for a standard return, items must be:

• In their original, unopened packaging
• Undamaged and in resaleable condition
• Accompanied by your order number

We'll arrange free collection from a ground-floor, accessible location. You don't need to worry about shipping costs for standard returns.

Sample packs

There's no need to return sample packs — they're yours to keep. We send them free of charge so you can see and feel the material in your own space, and we'd rather they help with your decision than end up in the post again.

Custom cut-to-size

Cut-to-size and bespoke orders are non-refundable once we have confirmed the dimensions and cutting has begun. Before any cutting takes place, we will always contact you to confirm the exact specifications. You'll have the opportunity to amend or cancel your order at that stage — we never start cutting without your explicit approval.

Damaged goods

If your order arrives damaged, please contact us within 48 hours of delivery. We'll need:

• Your order number
• Clear photographs showing the damage
• A brief description of the issue

Once we've reviewed the evidence, we'll arrange a replacement or a full refund — whichever you prefer. We'll also arrange free collection of the damaged goods.

How to start a return

Getting started is simple. Contact our team by email at returns@tradestoq.co.uk or give us a call. Let us know your order number and the reason for the return, and we'll take it from there.

We'll arrange a free collection at a time that suits you. All we ask is that the items are accessible from the ground floor for our courier.

Refund timeline

Once we receive the returned goods and confirm they are in the expected condition, we'll process your refund within 5 working days. The refund will be issued to the original payment method. Please allow a further 3-5 working days for the funds to appear in your account, depending on your bank or card provider.