Terms of Business
1, When purchasing please confirm your contact telephone number.
2, If you wish to cancel an order which has not been dispatched, you must contact us by email or telephone.
3, If the item has already been dispatched, then please follow our returns policy below.
4, If you require your order for a specific fitting date please allow extra time between delivery and fitting in case of any delays. Delivery may take up to 5 days from despatch.
5, If you are unsure on the colour and quality of your carpet, flooring, artificial grass or flooring profiles please request a free sample before purchasing. Please note we do not currently offer a sample service for metal door bars or gripper rods.
6, As well as our own delivery network we also use a national courier for deliveries and delivery can be anytime between 7am and 7pm. The courier operates a one-man delivery service, and delivery is to the nearest accessible kerbside to the property. Some drivers are happy to help with the delivery, but we cannot guarantee that the driver will be able bring the item into your property. Especially on large items. If you live in an upstairs apartment or flat, please bare in mind delivery is to the ground floor only.
7, When the courier arrives please check that the item(s) are free from damage before signing. Please also check that you have received the correct item(s) and size(s). If damage is found, then please write so on the courier’s delivery form. This is particularly important for us to be able to claim losses from the courier.
8, We do not recommend booking a fitter until you have received and checked your flooring. We can not be held responsible for any costs incurred if the goods turn out to be unsuitable in anyway.
9, In the unlikely event that your flooring has incurred damage or is the wrong item we will arrange for a replacement at our expense. Do not fit any damaged flooring because we cannot replace any items which have been cut or not return in their original condition. We cannot accept any claims for damage once your flooring has been laid.
10, Flooring of different widths is made at different times, because of this we cannot guarantee a colour match if you order from two different widths or if you order the same flooring at different times (e.g ordering the same item weeks apart). Even if the items are on the same listing.
11, All delivery times are given in good faith, we are unable to guarantee a delivery date or time.
12, Please note we do not currently offer delivery to Ireland or Northern Ireland.
Returns Policy
1, Unwanted Items: Once your order has been dispatched and if you are not happy with your goods or do not wish to keep your goods you may return your order within 30 working days from the day of delivery, however, we must be notified in writing by email of your intention to cancel. We will refund you excluding a handling cost of £15 or 20% whichever is greater.
2, After notification we will issue you a returns number that you must quote on the paperwork when returning the goods.
3, Goods must be returned 'AS SOLD' and in the original packaging complete 'AS NEW'. Goods must be complete, unused, and in 'AS NEW' condition (e.g. if you have opened the packaging to examine the product it must have been done so without damaging the box or packaging or damaging the product in any way and must be re-packaged as received.
4, If the goods returned are not in a re-sellable condition and/or items missing, we will not accept these back under the above terms and the goods will be returned back to you and the cost of delivery charged to you.
5, Goods must be received by our Returns Department within 30 days from authorisation. We are unable to accept returns of unwanted and non-faulty items after the 30 days.
6, It is your responsibility to return the unwanted items at your expense and risk.
7, Returns will not be accepted without prior authorisation.
8, Goods sent back to us without prior authorisation will be returned to you and the cost of delivery charged to you.
9, If you have failed to take delivery for the item, and you do not want to pay for the item to be redelivered, then once we have the item back, we will refund you excluding a handling cost of £15 or 20% whichever is greater.
10, Non-Returnable Items: We cannot refund any custom cut sizes requested by the customer that we do not sell as standard.
Refunds
1, A full refund of the cost of the goods, excluding a handling cost of £15, or up to 20% whichever is greater will be given upon the above conditions being met and the refund authorised only after a full inspection of the goods by our Returns department who will check if all the correct products have been returned and their condition.
2, The refund will be processed in 7 working days after receiving the goods.
3, We will always be able to send missing, lost items or a replacement items, however If you decide you do not want missing, lost items or a replacement item, and you want to cancel the order for a refund the item can be returned under our return policy for unwanted items, which will be at your own expense and a handling fee may be required.
4, They should be re-packaged with reasonable care in order to prevent any further damage in transit back to us.
5, If we are required to replace and collect the faulty item, it is your responsibility to be at home and hand the package to our courier.
6, The collection will be Monday to Friday anytime from 7.00am to 7.00pm
