Our returns and cancellation policy
We pride ourselves in supplying top-quality goods at great value – and we like to think our reviews prove this. However, sometimes things just don't go to plan and we understand that people change their minds.
If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund. Before returning, please contact our customer service team and they’ll supply you with a returns number. Any returned goods must be complete, unused, and in "as new" condition. Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately, any items received that are damaged or not packaged correctly will not be accepted back into stock.
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. The refund will be processed as quickly as possible, Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense. Any returned goods must be complete, unused, and in "as new"condition. Your refund will be processed in accordance with the manufacturer's restocking charges at 30%.
Goods which are customised or have been made to your specification or finished to your requirements/measurements cannot be offered for resale, so they are classed as bespoke items. Customers must note that they are unable to cancel or return bespoke items. This will not affect your statutory rights if you are a Consumer.
It is the customer's responsibility to arrange delivery of the product/s eligible for returns to our warehouse. The product/s must be completely unopened and must arrive in an acceptable, re-salable condition. Upon arrival at our warehouse, our warehouse team will inspect the product/s to ensure it is acceptable for resale and/or collection by the manufacturer and suitable 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 be processed in accordance with the manufacturer's restocking charges at 30%.
The address to send the return to is:
Keswick Flooring T/A Flooring Megastore
Please note: Before organising your return to the above address you must have pre-agreed confirmation from our customer service team and it must arrive via a 3rd party courier. Failure to receive confirmation of acceptance of your requested return from our sales team will result in refusal upon arrival. The above address cannot accept visits from our customers/the public.