Returns Policy

24 Hour Cancellation & a Full Refund

You have the right to cancel any order and get a full refund within 24 hours, without giving any reason if the order has not been despatched. 

30 Day Hassle Free Returns

If you are not satisfied with your flooring from us, don't worry just return it to us within 30 days. 

If the goods ordered are bespoke (As in cut to your size instead of a roll-end), 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.

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.

To exercise the right to cancel, you must inform us at Carpets Online, Carpets Online 306 Leeds Road Bradford West Yorkshire BD3 9QX or email hello@carpets-online.co.uk  Inform us of your decision to cancel your order by a clear statement(e.g. a letter sent by post, fax or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.

Our returns address is:

Carpets Online 306 Leeds Road Bradford West Yorkshire BD3 9QX

Returns Guide

We are confident that you will be over the moon with your order. Sometimes things don't go right. We will do our best to make sure that we can resolve things for you.

R.1 - We work quickly to get our products out to you. You can cancel any order at no extra cost provided it has not been cut or shipped. so if you've made a mistake don't worry just get in touch by email as soon as possible. If your product has been cut or shipped carry on reading below.

R.2 - You have the right to cancel and return your order within 14 days of delivery. Please note you will be responsible for the organisation and cost of returning the item(s) to us.

R.3 - All items must be returned in the same packaging and condition in which they were received by you. The returned products remain the responsibility of the customer until received and signed for. We would advise you to insure your return against damage. Upon arrival into our warehouse the goods will be inspected to ensure no transport damage has occurred. If the returns are found to be damaged this may result in deductions and/or rejection.

R.4 - In the unlikely event that we send the wrong product or size we will arrange for a replacement of the item(s) free of charge. This is provided the product is still in its original condition that it was delivered in and has not been fitted or altered in any way.

R.5 - In the unlikely event that the goods delivered are faulty or damaged, you must contact us as soon as possible before cutting and/or fitting the item(s). We will arrange for the faulty or damaged goods to be collected and replaced. If any item is removed from its original condition and either cut or fitted we will be unable to replace the item(s).

R.6 - Sometimes the stock levels or product specifications from the manufacturer may change. In these situations we will do our best to offer you an alternative. We may supply a substitute of the same but often better quality at the same price. We will contact you and discuss this with you before fulfilling your order.

R.7- If you are not happy with the flooring, we are happy for the flooring to be returned. However, you will be liable for cost & organising the product to be returned. Ensure goods are fully packaged as received (undamaged). A restocking fee will also be deducted from any refund.

R.8 - All flooring must be inspected prior to installation. We will not accept any liability after the flooring has been installed.

R.9 - Bespoke items that are manufactured or cut to your specific measurements will not be eligible for refund or return.

R.10 Our 14-day cooling-off period does not apply to any orders made by the trade or non-consumers. Refunds will only be awarded if we did not supply you with the product that was ordered. Normal deductions will apply to all refunds, including costs accrued from handling or from use by you, and any drop in the product’s value caused by you.

Please note - We offer a kerbside delivery service, during which our drivers have no obligation to carry the items inside the property. We strongly advise against booking flooring fitters in advance to receiving your product in case of unexpected delays or unforeseen issues with your order. We cannot be held accountable for any consequential financial losses caused by this. We inspect and dispatch the items in perfect condition however there is a possibility that item may get damaged during transit. We advise you to check the item thoroughly at the time of delivery for any damages. Please refuse the delivery if you find the item has been damaged during transit.

Carpets Online

306 Leeds Road

West Yorkshire,

BD1 4AA

United Kingdom

Telephone: 0330 0434350

Email: hello@carpets-online.co.uk