The following is only applicable where a contract has been made either:
- over the internet; or
- by telephone; or
- in your home
If your order hasn’t been delivered and you wish to cancel it, please email us at firstname.lastname@example.org and we’ll check whether cancellation is possible.
If you placed your order by phone via the web sales helpline, please call 01925 988627 and our team will check whether cancellation is possible.
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 on 01925 988627 or via email email@example.com. We will check the status of your order and confirm if cancellation is possible.
Cancellation and return exceptions
- All Floorcoverings
Your right to cancel doesn’t 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 they have already been cut to your specifications and if not, we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund, we issue to you to cover the losses we will incur in selling your purchase as a reduced-price remnant. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.
- Mattresses, bedding and rugs
In respect of any mattress, headboard, mattress protector, pillow or bedding, rugs these have been sealed to both protect the goods and for health and hygiene reasons. Consequently, if they are unsealed after delivery then your right to cancel and return the goods lapses. You are under a duty to take reasonable care of the goods until the end of any cooling off period.
When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered. If not, 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 us the 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 equal to the delivery charge for the product.
As all of our products are made to order, we do not offer a standard returns policy for online purchases. We will only accept returns in the case of faulty goods, incorrect dispatch or recalls.
However, if you are not 100% satisfied with your purchase, please contact us as soon as possible. We will do all we can to help and resolve any issue as quickly as we can.
Incorrect Items Dispatched
If you receive items which were not on your original order, please contact us to organise an uplift and redelivery of the correct items.
For any damaged or faulty goods, we will resolve the issue as quickly as possible for you whilst your product is within its warranty period. Please contact us as soon as you notice a fault. Please note, fault due to user error or wear and tear is not covered under this returns policy for faulty goods.
In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.
Right to charge for aborted collection
If you are not at home when we try to collect any returns, we reserve the right to deduct a delivery fee from your refund or charge your card the direct costs to us, under the Consumer Protection (Distance Selling) Regulations 2000.
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.