Standby Promise™ by
LUXO Floors
We don’t disappear after delivery — we stand by your floor until it’s done right.
IF SOMETHING GOES WRONG WITH YOUR FLOOR
Here's exactly what
happend next
01
Tell us what's
happening
Send us few photos and your order details.
We will take it from there.
02
A response within
48 hours
We review what you’ve sent, and inspect the floor if we need to.
We’ll tell you honestly whether it’s the product, the installation or the site.
03
We put it
right
If there’s a genuine manufacturing defect, we’ll stand by the floor.
We’ll assess what’s happened and, if the issue is covered, work out the appropriate way to put it right.
That could mean repairing the affected flooring or replacing it. Either way, we’ll stay involved through the process and keep you clear on what happens next.
04
Two things to
know
Don’t pull the floor up yet.
Once it’s gone, nobody can work out what caused it — give us a chance to look first.
Talk to us first.
Talk to us before paying for inspections or removal, so costs are agreed in writing.