Returns, Refund & Delivery Policy
14 DAY MONEY BACK GUARANTEE
All of our orders have a 14-day money back guarantee as standard. If you change your mind, just return your items unused, in its original condition within 14 days of receiving it and we will either exchange it or give you a full refund.
If in the unlikely event that you are not fully satisfied with your purchase, please email email@example.com, stating your order number, what items you wish to exchange or cancel and the reason.
To be eligible for a return, your item must be unused and in the same condition that you received it. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 7 days depending on your card issuer’s policies.
You are responsible for the cost of returning your item/items back to us. The goods must also be returned by a reputable carrier to minimise the risk of damage. If the products have been received or dispatched to you, and it is your intention to cancel, then the goods should not be unpacked on arrival and must be returned on the original pallet for protection.
The item is your responsibility until it reaches us, for your own protection we recommend using a service that allows insuring the goods.
In the unlikely event that an item/items are deemed faulty, you must notify us by email at firstname.lastname@example.org within 24 hours of receiving the goods detailing the problem including any images.
We do not offer a returns policy on special order products unless they are deemed faulty.
Please be aware that these conditions are only applicable to purchases made online.
Delivery Terms and Conditions
Deliveries are made kerbside by either van or lorry, the goods cannot be taken into the customers house for insurance purposes. For all deliveries we will assume that your delivery address has suitable access for any size vehicle, however if this is likely to be an issue then please make us aware of this at the point of purchase so that we can look into alternative delivery options. There may be an additional charge if your delivery cannot be sent out via our standard delivery network. We will confirm this to you at the point of us being made aware of any adjustments being needed.
We insist that you do not book in any installers prior to receiving your delivery. Since we use external logistic companies for our deliveries, we cannot be held responsible for any financial loss or damages due to couriers.We will however, help raise any queries you might have with the logistics companies should there be any claims for damages. Furthermore, we, nor the logistics companies, will not compensate for any holiday taken from work due to failed or damaged deliveries. We will not compensate any charges for fitters that have been booked and unable to complete the job due to a late or damaged delivery.
It takes 3-5 business days for delivery to the vast majority of the UK.
† Deliveries to remote areas can be arranged for an additional charge. Remote area postcodes: AB, BT, DD, HS, IV, PA1-19, PO30 – PO40, PA20 – PA78, PH, IV, KW1-14, KW15+, KY ZE, HS, GY, JE. Please contact us directly for further information.
We currently do not deliver to Northern Ireland or Isle of Wight.
The order process commences the next working day you have purchased the goods.
In order for us to process your order for delivery the next working day, most orders must be placed by 11am. Orders placed after this time will be processed the next working day.
Once you have placed your order we will contact you within 2-3 working days with tracking information.
As we use a national courier service to deliver our goods we are unfortunately unable to give a time for delivery as this is at the courier's discretion. Delivery times are usually between, but not restricted to the hours of 8am - 6pm.
The recipient of your purchased goods must check that all flooring products are in perfect condition before using them.
We cannot accept any claims for damaged or faulty items once they have been used or fitted. Such use or fitting shall be taken as proof that the buyer or his agent(fitter) has accepted that the goods are in perfect condition.
You, as the customer, assume full responsibility for the suitability of the items ordered and their suitability for the job specification.
When the delivery is signed for by the customer it is signed for as having no damages and the product is as ordered. Delayed claims will not be entertained. Damages on arrival should be photographed as evidence and sent to us which we can check against the dispatched goods.
We are aware that sometimes deliveries may be late or rescheduled but if there is a failed delivery due to inadequate help available at the delivery location, nobody at the delivery address, the order is refused or cancelled whilst in transit then you will be liable for additional costs that may be incurred for the return or re delivery of the order. If your order arrives as arranged but we’re unable to deliver because there’s nobody home, refused goods or the order is cancelled whilst in transit you will be liable for any additional costs associated with the goods being returned and this will be deducted from your refund if you cancel your order.