We want you to be entirely certain that the flooring you have chosen is perfect for your project. Because of this, we have decided to increase the standard Consumer Contract Regulations requirement of a 14 day to return period to a whopping 28 days!
Many companies will offer the minimum just to abide by the law, but we feel it is important to go above and beyond to keep our customers as happy as possible. You talked – we listened. Our return policy is based on your customer feedback which we are always eager to learn from.
You are most likely going to be in love with your new flooring, but on the rare occasion you feel something else would be better, you can return it, or any unused and unopened packs, with the following conditions:
In accordance with the 2013 Consumer Contract Regulations and our extended terms and conditions, you have the right to cancel an order before receiving the goods and within 28 days after receiving them. This does not include products that are discontinued or bespoke (i.e. made to your specifications, or cut to measure).
Once goods have been dispatched or received and you no longer want them, you should contact us by phone on 01 695 0712 or email at firstname.lastname@example.org, where we will provide details on how to return them. You will also be emailed a returns form, which alternatively can be downloaded below.
Have purchased goods not been dispatched to you, a full refund will be supplied to the cardholder within 5 working days of the refund request.
Returning of items is at the cost of the customer. We are not responsible for fees incurred in the process. Even after dispatching back to us, all items are the customer’s responsibility until signed for at our Howden warehouse. You should therefore ensure that you take steps you deem necessary to protect the goods from becoming damaged in transit.
We will refund you for the items within 14 days of us receiving and signing for them. If goods are damaged, we may only be issued a partial refund. We reserve this right in UK law.
If an order has been dispatched but not yet delivered, cancelled items will be refunded minus the cost of delivery incurred.