Returns Policy

 

Our Guarantee, Returns and Complaints Procedure

 We guarantee your complete satisfaction If after receiving the goods, you change your mind or are not satisfied with any of the goods you bought, for whatever reason, return them to us, unused and undamaged, within 30 days of receipt and we will refund the purchase price (normally within 7 days).  Underlay that has been cut and rugs that have been used cannot be returned unless faulty.  In addition, underlays supplied to a bespoke size cannot be returned unless faulty.

Before returning the goods, please drop us a line by e-mail and include a short description of the reason for your dissatisfaction.

You are responsible to pay the return postage cost unless we were at fault or the item is faulty, in which case, we will refund the return cost.  We will only refund the cheapest service.  If you choose to return the item with a quicker or a premium service, the extra amount you paid will not be refunded to you.  If the original order included additional costs that you paid for delivery, for example next-day delivery, this cost will not be refunded to you.

This guarantee does not cover accidental damage.

Complaints will be dealt with fairly and confidentially. We promise to acknowledge any complaints within 5 days of receipt. We will advise you a likely timescale for resolving the dispute. We promise to keep you informed about the progress of the dispute. We will continuously monitor complaints so that our service can be improved.

The above guarantee in no way affects and is in addition to your statutory rights.