Returns and Cancellation Policy
At UK Flooring Supplies Online we are always working hard to bring you ‘our customers’ a huge range of flooring and flooring accessories from the top industry brands, at the lowest online prices, but we also want to ensure you have a hassle free online shopping experience! We understand that projects and plans can change, so here is our simple ‘Returns & Cancellation’ terms.
Your right to cancellation or return of your purchase
Change of Mind (within 14 days)
If you change your mind, you can cancel your order up to 14 days after the day of delivery with the return of goods back to our returns address at your expense within 14 days. In the case of a commercial / B2B (business to business) sale the returned goods may be subject to a restocking charge, approx. 15-30% of product value. The restocking charge can vary depending on the product type/ quantity/ manufacturer. We are charged this by our supplier(s) also and please be assured we do not make any profit on this. This fee will be deducted on the safe return of the goods and from your order invoice total.
We are unable to accept returns outside of 30 days from the date the goods were delivered/ collected.
Faulty and/or Damaged Goods
Please try to check your goods on delivery and report the damages to the delivery driver, so they can make a note if this or you can refuse delivery. Please advise us of damage/ faults within 5 days of delivery and we will arrange for the goods to be collected and replaced.
PLEASE NOTE: We require photographic evidence of the damage before we can investigate and make further arrangements. Please send photos of damage with your order number to; sales@ukflooringsuppliesonline.co.uk
How to return your purchase
- Please contact us via e-mail to advise of your intention/ reason for the return.
- Our customer service team will supply you with the information required to return the goods, i.e return number if required and return address. a returns number.
- When the goods have been successfully received and checked, we will start the process of refunding you using the details provided at purchase.
Your responsibilities when returning your order
- You are responsible for arranging courier transport and for the safe return of goods (making sure they are well protected).
- Costs for damaged goods will be taken from the total amount refunded.
- Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us, at your expense, in complete, unused, and in “as new” condition and within 30 days of purchase.
Products that cannot be returned
We cannot except returns for the following items: Accessories, Glue, Liquids, Screeds, Tools, Tubs, Bags and all LVT Design/Feature/Inlay Strips.
Important note: Carpet/Sheet Vinyl/Bespoke material orders: If your order is considered a bespoke order (i.e. a cut of carpet sheet, vinyl or matting) then we cannot accept a cancellation of contract or a return of the product. As the product was made for you specifically, your statutory rights by law to cancel do not apply. All threshold trims and nosings aswell as sheet products which have been cut to your measurements such as carpet sheet, matting sheet and vinyl sheet are non-returnable bespoke items.
When we have the right to decline your return request
In some circumstances we may refuse your return, with the following reason
- Goods and Services worth £42.00 or less.
Failed Deliveries
If your order arrives as arranged but we’re unable to deliver because there’s nobody home, there’s inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24 hours before the chosen delivery date) you will be liable for any additional costs incurred for the goods being returned.
