Cancellations, Returns & Refunds
Your cancellation rights
The following is only applicable where a contract has been made either:
- over the internet; or
- by telephone;
It does NOT apply where a contract is made at our store or the customers property.
If your order has not been delivered and you wish to cancel it please call our Web Sales Helpline on 01296 200106 and we will check
whether cancellation is possible.
Call to Buy orders
If you placed your order by telephone via the Web Sales Helpline, please call 01296 200106 and one of our Web Sales team will check whether cancellation is possible.
Telephone orders and orders placed in the home.
If your order was placed with an estimator in your home, it has not been delivered and you wish to cancel your order please contact us and we will check the status of your order and confirm if cancellation is possible.
Cancellation and Return Exceptions
Your right to cancel does NOT apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size. If the goods are excluded from your right to cancel we will find out whether or not they have already been cut to your specifications and if not we will accept a cancellation of your order and refund your money.
When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered. If the goods are not as ordered, you should not cut into, fit or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Please contact us within 14 days of delivery.
If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we will arrange collection of the products. There will be a collection charge.
When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded.
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you return your item directly to one of our stores, please make sure you take with you the card that you used to make the purchase.
Refunds can take up to 14 days to process.