If you are unhappy with your product and wish to return it for a refund, please read our terms and conditions below.
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 is smaller than the width, 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, 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 re-stocking charges, which vary between 10 - 50%. Please contact us to see if your manufacturer accepts returns and what the restocking charges are (if applicable).
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.