Returns Policy

Our returns policy

If you are unhappy with your product and wish to return it for a refund, please read our returns and refund policy below.

Please note that you will be responsible for returning any products and incurring any costs this involves.

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.

Image Colour Matching:

Product images are intended only to present a general idea of the goods to which they refer and will not form part of the contract. All particulars are provided by the manufacturer.

Image colour and shade can vary from different media device sreen resolution and screen quality.

We advise customers to order a sample of any flooring products on our website before you buy, We cannot guarantee that images will be the same colour as the final product, We do not accept a cancellation of contract or a return of the product for disputes on colour matching from product images on our website as they are only there to give you a general idea so please order a sample if in doubt.

Carpet, Vinyl, Bespoke material orders:

If your order is a bespoke order (i.e. if the flooring is cut to your personal sizes, cut into a specific shape or is manufactured to order) then we cannot accept a cancellation of contract or a return of the product. As the product was cut for you  specifically, your statutory rights by law to cancel do not apply.

If your order is not considered a bespoke (i.e. if the flooring is not cut to your personal sizes, and you have ordered a full roll or box)  you are able to organise your own return transport to our warehouse at your own cost. Upon arrival into our warehouse the item/s will be thoroughly inspected to ensure no transport damage has occured. Please be advised that if it is found to be damaged this may result in further deductions off of the total value refunded back to you, so the products being returned to our warehouse remain the responsibility of the customer until signed for upon arrival. Your refund will be processed in accordance with the manufacturers restocking charges, which vary between 10 – 50%. Please contact us to see if your manufacturer accepts returns and what the restocking charges are (if applicable).

Carpet & Vinyl Widths

All widths of carpets are permitted a legal tolerance of +/- 1.25% which conforms to the British Standards Institute No 3655. So you will need to allow for this when measuring.

As a rule you should always allow a minimum of 10cm cutting tolerance on every measurement.

Boxed items:

Some boxed items (laminate flooring, carpet tiles, luxury vinyl tiles, wood flooring, underlay, gripper rods and adhesive etc.) can be returned (Special order products excluded), as long as the boxes arrive in a completely unopened, resalable condition and are not damaged in any way. Upon arrival into our warehouse the item/s will be thoroughly inspected to ensure no transport damage has occured. Please be advised that if it is found to be damaged this may result in further deductions off of the total value refunded back to you, so the products being returned to our warehouse remain the responsibility of the customer until signed for upon arrival. Your refund will be processed in accordance with the manufacturers restocking charges, which vary between 10 – 50%. Please contact us to see if your manufacturer accepts returns and what the restocking charges are (if applicable).

Non-consumer orders:

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.

Your responsibilities:

It is the customer’s responsibility to arrange collection of the product/s eligible for returns for safe transportation to our warehouse. The product/s must be completely unopened and must arrive to our warehouse in an acceptable, re-salable condition. Upon arrival into our warehouse our warehouse team will inspect the product/s to ensure it is acceptable for resale and/or collection by the manufacturer ready for restocking. The product/s and the condition they return to us in remain the responsibility of the customer until they are signed and accepted into our warehouse so we strongly advise that you use an insured courier to handle your return. Your refund will then be processed in accordance with the manufacturer’s restocking charges which vary between 10 – 50%.