Customer satisfaction is important to us, thus if you change your mind we will accept whole orders (except special orders such as custom made rugs) back unopened in the Original Packaging for whatever reason within 7 days of receipt. You will need to return the goods back to us at your cost via your chosen courier, a 30% handling charge will be deducted from your refund to cover restocking and administration costs. We do not accept part order returns.

All credits will be processed within 28 days. Please note that we can only refund delivery costs if the return is a result of our error. If you decide to cancel your order before delivery for whatever reason, except special orders, a £30 administration charge applies. If an order has been dispatched further charges may apply. In the case of a verbal order we will always read back your order at the time, and your agreement will form a contract. We are unable to cancel or refund any monies paid on special order items after they have been ordered. Our Rugs and Natural Flooring products are custom made and constitute a special order.

inspect all goods immediately on delivery, this means opening tubes to check trims, glancing over (but not opening) packs of flooring for visible damage. If you are unfortunate enough to receive a damaged or missing item, make sure it’s noted on the courier’s paperwork. No claims for damaged or missing items can be made after the courier has left the delivery address, unless signed for as damaged or missing.

For flooring products check that the flooring is flawless before laying them. We will not accept any claims for damaged or faulty items once the flooring has been installed. Where the buyer has used or installed the goods such use or installation shall be taken as conclusive evidence that the buyer has accepted that the goods are in perfect condition. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put.

Returns must be arranged beforehand by or calling 0845 257 2382.