Refund policy

We do not accept cancellations once goods have either been cut or despatched. We may in some instances allow you to return the goods if you have changed your mind or have over-ordered, subject to certain criteria, as detailed below.

The products we sell fall in to one of two categories, either ‘Off The Shelf’ or ‘Bespoke’

‘Off The Shelf’ items are those that have not been cut, altered or modified to satisfy your order, these may be considered for return in the event that you have changed your mind or have over-ordered. Examples of ‘Off The Shelf’ items are full rolls of underlay, full boxes of gripper, full rolls of tape, etc.

‘Off The Shelf’ items may be considered for return within 14 days of delivery and should be returned to us within a further 14 days if a returns authorisation number is issued by the company,  You are required to contact the company in writing to obtain a ‘returns authorisation’ as no refunds will be processed without this. The purchaser is responsible for return carriage costs if the goods have already left our premises, the cost of returning an item will vary from product to product and a quote should be obtained from a parcels or freight carrier. Returned items should be in unused, undamaged and re-saleable condition. Items that have been returned that are not in a condition that would be regarded as reasonable, such as items that have been poorly handled or otherwise abused, will have an appropriate deduction made from any refund due, or may be refused and returned to you via the carrier you have used.

Bespoke items, such as carpets, vinyls, matting and part rolls of underlay that have either been ordered in from our supplier or cut from our own stock to fulfil a specific requirement in terms of colour and size, will not be considered for cancellation under any circumstances. No refund or credit will be considered in respect of goods which have been cut, tailored, altered or manufactured in accordance with a purchasers order or instructions, nor for special order goods procured by the seller to fulfil a purchasers requirements. Some carpet and floorcovering products shown on this site may be displayed with example sizes and prices which can be selected from a drop down menu. These are not pre-cut sizes. Once an order is placed, the carpet or floorcovering is then cut from the roll and tailored to meet that specific order, this is therefore regarded as a bespoke order.

If you refuse to accept delivery because you have changed your mind or have made a mistake, you will be responsible for the ‘actual delivery cost’ of the outbound element of the carrier charge, together with the ’return delivery cost’ of the goods being returned to us by the carrier, in addition to any relevant cancellation and re-stocking charges as detailed. When placing your order you will have paid a 'nominal' delivery charge which is often substantially less than the 'actual' delivery cost charged by the carriers and in the event that you refuse or cancel your order after despatch, you will be liable for the 'actual' delivery cost in addition to the return carriage costs. It is the responsibility of the purchaser to ensure that the goods are returned to us and in a saleable condition, commensurate with the condition in which the goods were originally dispatched.

Refunds are usually made within 14 days from the date on which returns are received at our premises.