If you are unhappy with your product and wish to return it for a refund, please read our terms and conditions below.
14-day cooling-off period:
You have 14 days to decide whether you want to keep your product or not. If for some reason you decide to cancel your contract with us and return your product for a refund, you are fully within your rights to do so. Your 14-day cooling-off period begins the day after you receive our order acceptance email (not the order acknowledgement). The refund will be processed as quickly as possible, within 14 days of your cancellation notice. Please note that you will be responsible for returning the product and incurring any costs this involves.
If your order is considered a bespoke order (i.e. if a carpet length cut to a specific size, cut into a specific shape or is manufactured to order) then we cannot accept a cancellation of contract. As the product was made for you specifically, your statutory rights by law to cancel do not apply.
Some boxed items (laminate flooring, carpet tiles, luxury vinyl tiles, wood flooring etc.) can be returned, so long as the boxes remain in good condition and are not damaged. Your refund will be processed after a stocking/handling charge of 25 per cent the value of your order is applied.
Our 14-day cooling-off period does not apply to any orders made by non-consumers. Refunds will only be awarded if we did not supply you with the product that was ordered. Normal deductions will apply to all refunds, including costs accrued from handling or from use by you, and any drop in the product’s value caused by you.
All other returns:
If you wish to return your product for any reason outside of the 14-day cooling-off period you can but they will be subject to a re-stocking charge (up to 75% of the value of the goods), we will examine the returned product and notify you of your refund via email. It is your responsibility to return the products and all of these costs must be covered by you, the consumer. The refund will be processed within 14 days of us confirming via email that you are entitled to a refund. Returned products that are considered defective will not be refunded, or may be subject to a re-stocking charge. If a refund is agreed then your money will be returned via the same payment method you used when purchasing.