Cancellations

Cancellation Period

At Carpets Online, customer satisfaction is our priority, and we offer a 30-day return period. Our returns policy aligns with the 30-day requirement set by the Consumer Contracts Regulations 2013, ensuring you are happy with your chosen products. Our terms and conditions for returns are as follows:

Cancellations

Customers have the right to cancel a purchase within 30 calendar days of receiving the goods under the Consumer Contracts Regulations 2013 and our terms. However, please note the following limitations:

If you cancel an order that has already been dispatched but not yet delivered, we will issue a refund, minus any delivery costs incurred. We do not accept cancellations for bespoke products or custom-cut items. If it is a bespoke cut, please contact us and we may be able to issue a refund minus a restocking fee.
Please refer to our Terms & Conditions and Delivery & Returns section for further details.

Cancellations for Received Orders

Please note that our returns policy is subject to our full terms and conditions.

14 Day Hassle Free Returns

If you are not satisfied with your Carpets or Vinyl from us, don't worry just return it to us within 14 days. 

If the goods ordered are bespoke or special order (As in cut to your size instead of a roll-end or ordered specifically from a supplier), we may still accept the return however a re-stocking fee will apply to the order. This re-stocking fee will be 50% of the purchase price of the order. The balance of the account minus the re-stocking fee (And collection fee if applicable) will be refunded via your original payment method.

LVT and Laminate are regarded as special orders and not returnable once despatched, as these products have batch numbers on them, we cannot take back small batch returns.

You are responsible for the return costs of your order. You can arrange for the return using a courier of your choice. It is also your responsibility for the goods until they reach our warehouse.

If you would like us to arrange the return for you the cost will vary depending on the item being returned, we will inform you of the cost before proceeding. The full value of the original order  will be refunded minus the collection cost. If any re-stocking fees are due these will be deducted at the same time.

Please ensure that the item is securely wrapped and packaged to prevent damage during transit, as you remain responsible for the condition of the goods until they reach our depot. Unfortunately, we are unable to issue a refund if the goods are damaged in transit.