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Our Returns Policy

Changed Your Mind?

We hope that you love our floors as much as we do, but we understand that sometimes things don't go to plan. If you decide you want to return an item, you are able to cancel your order up to 14 days after you receive your goods. Please contact our Customer Service team on 01905 340238 as soon as possible and they will arrange the return with you. All returns and cancellations under this right must conform to the guidelines laid out in the Consumer Contracts Regulations which can be found at 

Please note that we cannot accept returns for products that have been damaged, used or installed. In order for your return to be accepted, please ensure that items are packaged as they were received, and that they are in a resalable condition. 

Goods in perfect condition can be returned only as a whole order - part orders cannot be accepted.

In all circumstances where the goods are not faulty, you will be liable for arranging the return and covering the cost of the courier(s). Returns must be received by us within 30 days of delivery.

Unfortunately we cannot accept returns of any products made to order, or carpet cut from a roll unless it is faulty.

Non-stock items are ordered in for you and will therefore incur a restocking fee. This cost will vary depending on the manufacturer but will be in line with the costs incurred by ourselves to return the items(s) to our suppliers.


Returns Address

Unit 17

Great Western Business Park

McKenzie Way



Damaged Goods

We want to make sure that your new flooring arrives in tip top condition, so we carefully check each items prior to dispatch and package them to ensure the highest likelihood that they arrive undamaged. However, sometimes accidents happen.

Please carefully inspect your goods immediately upon delivery and note any visual damage or missing items on the couriers paperwork. Unless you have signed as 'damaged on delivery' the customer is deemed to have accepted the goods and confirmed they are in good condition. 

Any visual damage must be reported to Carpet & Flooring Online immediately following delivery. Failure to report any damage within a maximum timeframe of 48 hours will mean that we will be unable to process a refund or replacement. Please take photos of the damage and send them to Once we have confirmed the damage, we will replace the item(s) free of charge. Please note that this policy does not apply to faulty goods with a manufacturing defect (see below). 

Faulty Goods

If you believe you have a defective product, please get in touch with us as soon as possible on 01905 340238 or email us at If you are able to provide images of the faulty goods this will help us to resolve your issue as quickly as possible. We may also instruct our suppliers to contact you directly.

Once the fault has been confirmed we will arrange for either an exchange or a full refund within the first 30 days after delivery of your order. After 30 days we would typically look to repair the item if possible, or replace the item for one of equal value. Please ensure that you retain your proof of purchase in case you need to claim under the manufacturers warranty at a later date.