Cancellation Period
Choosing the right flooring for your home can be a difficult choice. Your satisfaction is at the forefront of everything that we do at Grosvenor Flooring which is why we provide our customers with an extensive 14 Day Returns Period.
That is in line with the 14 days required by the Consumer Contracts Regulations for you to be content with your chosen products.
In the unlikely event that you are not 100 percent happy with your purchase, our terms and conditions for returns are as follows:
Cancellations
Under the Consumer Contracts Regulations 2013 and our extended terms, customers have the right to cancel a purchase within 14 calendar days of receiving goods.
The limitations to these terms are that we do not accept cancellations for discontinued or bespoke products.
This includes products that need to be ordered in especially, cut to measure, or for products that are designed to your specifications.
Re-Stocking Charges
All of our products are ordered in specially from our suppliers and are subject to restocking charges from the supplier which ranges up to 30% of the value of the goods, these charges are passed on to the customer.
Dispatched Items
If your order has already been dispatched or you have already received delivery, please contact us by emailing us at contact@grosvenor-flooring.com. We will then give you a form to return the products to us and give you all the details on how to send the order back to Grosvenor Flooring.
If you cancel an order which has already been dispatched but has not yet been delivered, we will refund the order, minus any delivery expenses that we incur.
If the goods have not been dispatched from our warehouse, we will happily issue the cardholder a full refund within 5 working days from receipt of the refund request. This is provided that it is not a special or bespoke order.
Returns
Returns must be communicated to us within 14 days of receipt of goods. This must be done via email to contact@grosvenor-flooring.com. Costs to return are the full responsibility of the customer. We will make you aware of the costs prior to collection and this will be deducted from your refund.
We do not accept partial returns. We strongly recommend you measure accurately. If you have a pack left over we would advise you keep it should you need to do any alterations/repairs in the future.
Refunds
Once your returned goods arrive back at our warehouse and we have confirmed they are in a condition suitable for resale, we will issue your refund to the original cardholder using the same payment method you paid with. We never charge a fee for processing a refund.
Please allow 14 to 28 days from the date you notify us of your return for the full process to complete. This covers the return or collection of the goods, inspection on arrival and the refund itself, including the time your bank takes to show the funds in your account.
Any return or collection costs along with any restocking charge will be deducted from the amount refunded and we will always make these clear to you beforehand.
Resale
We are bound by UK law to refund our customers within 14 days of receiving the items at our warehouse. Items should be in a condition suitable for resale. Grosvenor Flooring reserves the right to issue a partial refund if the returned goods are found to be damaged.