Terms & Conditions

Current Terms and Conditions:

The customer’s attention is in particular drawn to the provisions of clause 13. Directors of any customer which is a limited company and members of any customer which is a limited liability partnership should note the provisions of clause 23.

1. About us

We are UK Home Interiors Limited, a company registered in England and Wales under company number: 03798096. Our registered office is at: Unit 1, Showground Road, Bridgwater, TA6 6AJ. Our VAT number is: 738890286.

2. How to contact us

You can contact us by sending an email to [email protected] or calling us on 01823 774400. All calls to this telephone line are recorded.

3. These terms

3.1 — These terms apply to any purchases you make on our website, via phone, email or over the counter. Please read these terms carefully before you place any orders, as they set out important information about your and our rights and obligations. Please note that you must agree to these terms before you place your order.

3.2— For the purposes of these terms, you are a ‘consumer’ if you are buying products from us as an individual for purposes wholly or mainly outside of your trade, business, craft or profession. You are a ‘business customer’ if you are buying products from us for purposes relating to your trade, business, craft or profession. Some terms only apply to your order if you are a consumer and other terms only apply to your order if you are a business customer, so please make sure you read these terms carefully.

3.3 — Any reference to ‘we’, `us’ or ‘our’ in these terms is to UK Home Interiors Limited, and any reference to ‘you’ or ‘your’ is to the person placing an order with us.

3.4— You must be at least 18 years old and a resident of the UK to place an order with us. If you are a business customer placing an order on behalf of a business, you confirm that you have authority to place such order for and on behalf of that business.

3.5 —We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.

3.6— Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.

4. Orders

4.1 — Please check your order carefully and correct any errors before you submit it to us if placing your order via our website. If you are placing your order via phone or email, please ensure that you check any product name spelling, all product codes are correct and all quantities are accurate. You are responsible for ensuring the terms of the order are complete and accurate.

4.2— You may incur an administration fee of £45 if your order is placed via phone or email and is below £500 (excl. VAT).

4.3— After you place your order, we will send you an acknowledgment email to let you know that we have received your order. This does not mean that your order has been accepted by us. Your order is an offer to buy products from us on these terms.

4.4— Acceptance of your order by us takes place when we dispatch your order to you, at which point a legally binding contract is formed between you and us on these terms. We will send you a shipping confirmation email to let you know once your order has been dispatched.

4.5—If we do not accept your order, for example because we have been unable to pre-authorise the payment, the products are unavailable, you are under 18 or live outside of the UK, or there has been a mistake regarding the pricing or description of the products, we will contact you, using the details you provided when you placed your order. We have the right to reject any order for any reason.

4.6— If we are making any bespoke or personalised products for you which are based on measurements or other information you provide to us, you are responsible for ensuring that the information is correct and accurate.

5. Availability

All orders are subject to availability. We cannot guarantee that any product will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain products. If this happens and it affects your order, we will notify you by email, cancel your order and provide you with a full refund (including any delivery costs) if payment has already been taken.

6. Making changes to your order

If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order. Unfortunately, due to the nature of some goods, it is not always possible to change an order.

7. Product descriptions

7.1 — Descriptions of our products are set out on our website.

7.2— Please read the product description carefully. Pictures and images of the products or their packaging on our site are for illustration purposes only. Your products and their packaging may vary slightly from those pictures or images.

7.3—We cannot guarantee that the colours displayed on your device will match exactly the appearance of your products. The colours of the products displayed on our site may vary depending on what device you are using and your settings.

7.4—In relation to Antique Oak Effect and Faux Beam Range the staining process is done by hand-finishing and due to the undulations in the product, the shade and depth of colour may vary across the product and between batches. Whilst all reasonable steps are taken to try to match colour, this cannot be guaranteed.

7.5— All weights, sizes and measurements set out on our site are as accurate as possible but there may be a small tolerance of up to:

7.5.1. —Thickness: +/-6 millimetre

7.5.2. — Height: +/- 6 millimetres

7.5.3. —Volume: +/- 5%

7.5.4. — Length: +/- 2%

8. Use restrictions

8.1 — If you are a consumer, you must use our products only for domestic and personal use. You must not use our products for commercial, business or resale purposes.

8.2— If you are a business customer, you must use our products only for internal business purposes.

9. Prices

9.1 — Prices for our products are set out on our website. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate, but exclude delivery charges. For information on delivery options and costs, check the options available to you during the checkout process or alternatively, if you are not placing your order through our website, we shall be able to give you this information when we send you our acknowledgement email.

9.2— Prices for our products and delivery charges may change at anytime. Except as set out in clause 9.3 below, such changes will not affect existing orders.

9.3— If there has been an error on our website regarding the pricing of any of our products and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.

10 —Payment

10.1 —We accept the following credit cards and debit cards:

10.1.1 – Orders made via our website: MasterCard, American Express, Visa debit and credit. We also accept Paypal.

10.1.2 – Orders made over the phone: MasterCard, Visa debit and credit only.

10.1.3 – Payments in relation to credit accounts: by BACS payment only, please contact us for account details.

We do not accept cash or cheques. All credit card and debit card payments need to be authorised by the relevant card issuer.

10.2 —We will take payment from your card when your order is placed. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.

10.3 – This clause 10.3 only applies if you are a business customer to whom we offer a credit account.

• – We may invoice you for the goods on or at any time after the completion of delivery.

10.3.2 – You shall pay each invoice submitted by us:

1. within 30 days of the date of the invoice or in accordance with any credit terms agreed by us and confirmed in writing to you; and
2. in full and in cleared funds to a bank account nominated in writing by us, and
3. time for payment shall be of the essence of the contract.

10.3.3 – If you fail to make a payment due to us under the contract by the due date, then, without limiting our remedies under clause 21, you shall pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause 10.3.3 will accrue each day at 4% a year above the Bank of England’s base rate from time to time, but at 4% a year for any period when that base rate is below 0%.

10.3.4 – All amounts due under the contract shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

11 — Delivery dates and costs

11.1 — For information on delivery costs, go to our delivery page which can be found at https://www.ukhomeinteriors.co.uk/delivery/. We do not deliver to any address outside of the UK. Please note certain areas are subject to higher delivery charges.

11.2 —Your order will be delivered on the selected delivery date or within the delivery period specified, depending on the delivery option you chose when you placed your order. We will deliver your order within 30 days of the shipping confirmation email unless otherwise agreed between you and us.

11.3 —Any delivery dates stated during the order process, or in your order acknowledgment or shipping confirmation emails, are estimates, unless we have agreed a specific delivery date with you.

11.4 —We will do all that we reasonably can to deliver your order within the delivery period or on the delivery date agreed with you. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery is delayed because of circumstances beyond our reasonable control (for example, severe weather, accidents or unpredictable traffic delays).

12 – Credit Accounts

12.1 – Credit accounts will only be available to business customers.

12.2 – We will agree our credit terms with you in writing.

12.3 – We reserve the right to request a deposit of part of the purchase price, the amount of which shall be determined at the time the order is made, and which shall be confirmed by us before the order is accepted. Your order will not be progressed until payment of such deposit is received by us in cleared funds.

12.4 – We will confirm to you at the time of setting up your credit account the total amount you may have on your credit account at any given time. If you reach the maximum amount, we will put a stop to your credit account until the outstanding balance has been paid.

12.5 – We reserve the right to cancel your credit account or decrease the amount available on your credit account at any time.

13 —Delivery

13.1 —We will deliver your order to the address specified by you when you placed your order. We only deliver during business days (that is a day, other than a Saturday, Sunday or public holiday, on which clearing banks are open for non-automated commercial business in the City of London) between the times of 8am and 6pm.

13.2 —We use a number of carriers for delivery, depending on the order. If no one is available to take delivery, the delivery driver will normally post an attempted delivery notification through your letterbox with information on how to re­arrange delivery and/or try to deliver the next day. If you have left any delivery instructions (eg leaving it in a specified safe location or delivering it to a neighbour or nearby business), the delivery driver might follow these instructions (please note that this is discretionary) and post a delivery note through your letterbox to let you know where they have left your package. If a further delivery attempt is unsuccessful, we will notify you by email, cancel your order and refund you the price of the products (but not the delivery charge) unless agreed otherwise. We are not liable for any delay of the order caused by your failure to provide us with adequate delivery instructions or any other instructions that are relevant to the supply of the order.

13.3 —We may deliver your goods in instalments. If we need to deliver them this way due to the way they are sourced, we will contact you and let you know.

13.4— Please examine the products as soon as reasonably possible after delivery and notify us of any fault, shortages or damages as soon as reasonably possible and in any event within 3 Business Days of receipt of the product.

13.5 —Once your order has been delivered to your address or in accordance with the delivery instructions you provided to us, the risk in the products passes to you and the goods are classed as having been ‘delivered’. This means that you are responsible for the products and we are not liable to you if the products are stolen or damaged after they have been delivered to you. This does not affect your legal rights if the products are faulty or misdescribed.

14 —Consumer cancellation rights

This clause 14 only applies to you if you are a consumer.

14.1 —You have 14 days from the delivery date to change your mind and cancel your order, subject to clause 14.9.

14.2 —To cancel your order, please email us at [email protected], To help us process your cancellation more quickly, please include your order number on the email you send to us. Alternatively, please call us if your order was placed via phone or email.

14.3 — If you have already received your order, you must return the products to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the products back to us before the 14-day period has expired. We strongly recommend that you get proof of postage. We may withhold the refund until we have received the products back from you or until you have provided us with evidence that you have sent the products back (whichever is earlier).

14.4— Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession.

14.5— Returns should be made to the address from which your goods were dispatched.

Please note that we have several dispatch sites, and that we do not accept returns to our sales office, so please contact us for details of where returns should be sent if you are at all unsure.

14.6— Unless your products are faulty or misdescribed, you are responsible for the cost of returning the products to us.

14.7 —We will provide you with a full refund as soon as possible. If you cancelled before you received any products, we will issue the refund no later than 14 days after the day on which you told us that you want to cancel. If you have sent products back to us, we will issue the refund no later than 14 days after the day we receive the products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the products back.

14.8 —We will issue your refund to the same payment method you used when you placed your order.

14.9 —Please note that certain products made to order (Bespoke Products). For a full list of Bespoke Products, please see point 14.10. Once we have accepted an order for Bespoke Products it cannot be changed or cancelled. All customers have the option to request a sample of any Bespoke Product and we strongly advise you do so before proceeding with a full order.

14.10— Bespoke Products which are non-returnable include all antique oak effect ceiling beams and planks, all sandstone effect products, all Quartz Effect products and Modern Skirting 4.

15 — Cancellation rights— business customers

This clause 15 only applies to you if you are a business customer.

15.1 — Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount, if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession.

15.2 —When products are returned, or an order is cancelled by a business customer, we will aim to refund the full amount of the order less the original delivery charge plus 25% re-stocking charge, subject to clause 14.1.

15.3— Please note that due to our limited UK warehouse capacity, if you order products which we need to import from outside the UK and you subsequently change the quantity of your order, there might be circumstances where your order cannot be changed and you will receive the original quantity ordered.

15.4- Please note that certain products made to order (Bespoke Products). For a full list of Bespoke Products, please see point 15.5. Once we have accepted an order for Bespoke Products it cannot be changed or cancelled. All customers have the option to request a sample of any Bespoke Product and we strongly advise you do so before proceeding with a full order.

15.5 – Bespoke Products which are non-returnable include all antique oak effect ceiling beams and planks, all sandstone effect products, all Quartz Effect products and Modern Skirting 4.

16 — Faulty products—consumers

This clause 16 only applies to you if you are a consumer. Please also see our returns policy at the end of these terms.

16.1 —The products that we provide to you must be as described, fit for purpose and of satisfactory quality. We are under a legal duty to supply products that are in conformity with our contract with you.

16.2— During the expected lifespan of your product, you are entitled to the following:

16.3 —This is a summary of some of your key rights. They are in addition to your cancellation rights set out in clause 14 above. For more detailed information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133.

16.4 — If your products are faulty or misdescribed, please contact us as soon as reasonably possible so that we can discuss how best to resolve any issue.

17 — Faulty products—business customers

This clause 17 only applies to you if you are a business customer. Please also see our returns policy at the end of these terms.

17.1 —We give no warranties and make no representations in relation to the products, and all warranties and conditions (including the conditions implied by sections 13-15 of the Sale of Goods Act 1979), whether express or implied by statute, common law or otherwise are excluded to the extent permitted by law.

18 — Risk and Title

18.1 – The risk in the goods shall pass to you on completion of delivery.

18.2 – Title to the goods shall not pass to you until the earlier of:

18.2.1 – we receive payment in full (in cash or cleared funds) for the goods in respect of which payment has become due; and

18.2.2 – you resell the goods, in which case title to the goods shall pass to you at the time specified in clause 17.4.

18.3 – Until title to the goods has passed to you, you shall:

18.3.1 – store the goods separately from all other goods held by you so that they remain readily identifiable as our property;

18.3.2 – not remove, deface or obscure any identifying mark or packaging on or relating to the goods;

18.3.3 – maintain the goods in satisfactory condition and keep them insured against all risks for their full price from the date of delivery;

18.3.4 – notify us immediately if you become subject to any of the events listed in clause 22.1.1 to clause 22.1.4; and

18.3.5 – give us such information as we may reasonably require from time to time relating to:

1. the goods; and
2. your ongoing financial position.

18.4 – Subject to clause 18.5, you may resell or use the goods in the ordinary course of your business (but not otherwise) before we receive payment for the goods. However, if you resell the goods before that time:

18.4.1 – you do so as principal and not as our agent; and

18.4.2 – title to the goods shall pass from us to you immediately before the time at which your resale occurs.

18.5 – At any time before title to the goods passes to you, we may:

18.5.1 – by notice in writing, terminate your right under clause 18.4 to resell the goods or use them in the ordinary course of your business; and

18.5.2 – require you to deliver up all goods in your possession that have not been resold, or irrevocably incorporated into another product and if you fail to do so promptly, enter any of your premises or of any third party where the goods are stored in order to recover them.

19 – Events beyond our control

The following applies if you are a business customer

19.1 – We will not be in breach of the contract or otherwise liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control, including but not limited to:

19.1.1 – acts of God, flood, drought, earthquake or other natural disaster;

19.1.2 – epidemic or pandemic;

19.1.3 – terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations;

19.1.4 – nuclear, chemical or biological contamination or sonic boom;

19.1.5 – any law or action taken by a government or public authority, including imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent;

19.1.6 – collapse of buildings, fire, explosion or accident;

19.1.7 – any labour or trade dispute, strikes, industrial action or lockouts;

19.1.8 – non-performance by suppliers or subcontractors, including in the event a supplier or subcontractor enters into liquidation; and

19.1.9 – interruption or failure of utility service.

19.2 – The time for performance of the obligations under these terms shall be extended accordingly. If the period of delay or non-performance continues for one month, the party not affected may terminate the contract by giving 5 Business Days’ written notice to the affected party.

The following applies if you are a consumer

19.3 – If our supply of your product is delayed by an event outside our control, for example including but not limited to:

19.3.1 – acts of God, flood, drought, earthquake or other natural disaster;

19.3.2 – epidemic or pandemic;

19.3.3 – terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations;

19.3.4 – nuclear, chemical or biological contamination or sonic boom;

19.3.5 – any law or action taken by a government or public authority, including imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent;

19.3.6 – collapse of buildings, fire, explosion or accident;

19.3.7 – any labour or trade dispute, strikes, industrial action or lockouts;

19.3.8 – non-performance by suppliers or subcontractors, including in the event a supplier or subcontractor enters into liquidation; and

19.3.9 – interruption or failure of utility service,

we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay.

19.4 – If the delay is likely to be substantial, you can contact our Customer Service Team at 01823 774400 to end the contract and receive a refund for any products you have paid for in advance, but not received.

19.5 – If the period of delay or non-performance continues for one month, the party not affected may terminate the contract by giving 5 Business Days’ written notice to the affected party.

20 — Our liability to consumers

This clause 20 only applies to you if you are a consumer.

20.1 — If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

20.2 —We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.

20.3— Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.

21 – Our liability to business customers

This clause 21 only applies to you if you are a business customer.

21.1 —Subject to the below, our liability under or in connection with these terms (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) will not exceed the total price paid for the products.

21.2 —We will not be liable to you under or in connection with these terms (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) for:

21.2.1 consequential, indirect or special losses; or

21.2.2 any of the following (whether direct or indirect):

• — loss of profit;
• — loss of opportunity;
• — loss of savings, discount or rebate (whether actual or anticipated);
• — harm to reputation or loss of goodwill; or
• — indirect or consequential loss.

21.3— Nothing in these terms will limit or exclude our liability for:

21.3.1 death or personal injury caused by negligence;

21.3.2 fraud or fraudulent misrepresentation; or

21.3.3 any other losses which cannot be excluded or limited by law.

22 — Termination

22.1 – Without limiting our other rights or remedies, we may terminate this contract with immediate effect by giving written notice to you if:

22.1.1 – you commit a material breach of any term of the contract and (if such a breach is remediable) fail to remedy that breach within 20 days of that party being notified in writing to do so;

22.1.2 – you take any step or action in connection with entering administration, provisional liquidation or any composition or arrangement with your creditors (other than in relation to a solvent restructuring), obtaining a moratorium, being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of your assets or ceasing to carry on business or, if the step or action is taken in another jurisdiction, in connection with any analogous procedure in the relevant jurisdiction;

22.1.3 – you suspend, threaten to suspend, cease or threaten to cease to carry on all or a substantial part of your business; or

22.1.4 – your financial position deteriorates so far as to reasonably justify the opinion that your ability to give effect to the terms of the contract is in jeopardy.

22.2 – Without limiting our other rights or remedies, we may suspend provision of the goods under the contract or any other contract between you and us if you become subject to any of the events listed in clause 22.1.2 to clause 22.1.4, or we reasonably believe that you are about to become subject to any of them, or if you fail to pay any amount due under this contract on the due date for payment.

22.3 – Without limiting our other rights or remedies, we may terminate the contract with immediate effect by giving written notice to you if you fail to pay any amount due under the contract on the due date for payment.

22.4 – On termination of the contract for any reason, you shall immediately pay to us all of our outstanding unpaid invoices and interest and, in respect of goods supplied but for which no invoice has been submitted, we shall submit an invoice, which shall be payable by you immediately on receipt.

22.5 – Termination of the contract, however arising, shall not affect any of the parties’ rights and remedies that have accrued as at termination, including the right to claim damages in respect of any breach of the contract which existed at or before the date of termination.

22.6 – Any provision of the contract that expressly or by implication is intended to come into or continue in force on or after termination of the contract shall remain in full force and effect.

23 – Personal liability of directors/members of buyer

23.1 – We only enter into contracts with limited companies or limited liability partnerships (LLPs) on the understanding that the directors of the limited companies or members of the LLPs will personally guarantee payment by the company or (as the case may be) the LLP of our invoices for the goods.

23.2 – By allowing you to enter into the contract, all directors of a limited company or (as the case may be) all members of an LLP jointly and severally personally guarantee payment to us of all sums due to us under the terms of the contract.

23.3 – The personal guarantees provided for in clause 23.2 will be enforceable against your directors or (as the case may be) members notwithstanding any delay in collection or additional time or indulgence which we may give you in relation to payment.

24 – Your information

Any personal information that you provide to us will be dealt with in line with our Privacy Policy available here https://www.ukhomeinteriors.co.uk/privacy-policy/ which explains what information we collect and hold about you, and how we collect, store, use and share such information.

25 — No third party rights

No one other than us or you has any right to enforce any of these terms.

26 —Complaints

If you are unhappy with us or the products you ordered, please contact us at [email protected].

27 —Governing law and jurisdiction

27.1 — If you are a consumer, the laws of England and Wales apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.

27.2 — If you are a business customer, these terms and any dispute or claim arising out of, or in connection with, the terms, their subject matter or formation (including non-contractual disputes or claims) will be governed by, and construed in accordance with, the laws of England and Wales. You and us both irrevocably agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with, these terms, their subject matter or formation (including non-contractual disputes or claims).

28 —General terms

28.1 —You are not allowed to transfer your rights under these terms to anyone without our prior written consent. We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.

28.2 — If any provision of these terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these terms will not be affected.

28.3 — If you breach these terms and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms.

28.4 — If you are a business customer, any variation to these terms will not be binding unless expressly agreed in writing between you and us.

28.5 — If you are a business customer, you and we both agree that these terms constitute the entire agreement between you and us in relation to your order. You acknowledge that you have not entered into these terms in reliance on any representation or warranty that is not expressly set out in these terms and that you will have no claim for innocent or negligent misrepresentation on the basis of any statement in these terms.

Returns Policy —Consumers:

Please note that we do not accept returns on Bespoke Products, these include all antique oak effect ceiling beams and planks, all sandstone effect products, all Quartz Effect products and Modern skirting 4.

We also do not accept returns on products that exceed our UK stocking levels. We have a sample service, so please use that before you buy if you need to check whether a product is suitable. For all other products use the following procedure:

1. Notify us within 14 days of you receiving the goods. Please note that we don’t accept returns after this period.
2. To cancel your order, please email us at [email protected], To help us process your cancellation more quickly, please include your order number on the email you send to us. Alternatively, please call us if your order was placed via phone or email.
3. If you have already received your order, you must return the products to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the products back to us before the 14-day period has expired. We strongly recommend that you get proof of postage. We may withhold the refund until we have received the products back from you or until you have provided us with evidence that you have sent the products back (whichever is earlier).
4. Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession.
5. Returns should be made to the address from which your goods were dispatched. Please note that we have several dispatch sites, and that we do not accept returns to our sales office, so please contact us for details of where returns should be sent if you are at all unsure.
6. Unless your products are faulty or misdescribed, the cost and responsibility for returning items is yours. Smaller items can often be returned most cost effectively from your local Post Office. Larger and heavier items may need another carrier, like TNT. Please be aware that their charges will be dependent upon the weight and volume of the package and larger, heavier packages can easily incur costs of £50 to £100, sometimes more.
7. We will issue your refund to the same payment method you used when you placed your order.

Returns Policy —Trade:

Please note that we do not accept returns on Bespoke Products these include all antique oak effect ceiling beams and planks, all sandstone effect products, all Quartz Effect products and Modern skirting 4.

We also do not accept returns on products that exceed our UK stocking levels. We have a sample service, so please use that before you buy if you need to check whether a product is suitable. For all other products use the following procedure:

1. Notify us and return unwanted items within 14 days of you receiving the goods. Please note that we don’t accept returns after this period.
2. Returns should be made to the address from which your goods were dispatched. Please note that we have several dispatch sites, and that we do not accept returns to our sales office, so please contact us for details of where returns should be sent if you are at all unsure.
3. The cost and responsibility for returning items is yours.
4. Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount, if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession.
5. When products are returned, or an order is cancelled by a business customer, we will aim to refund the full amount of the order less the original delivery charge. There will also be a 25% re-stocking charge.
6. Please note that due to our limited UK warehouse capacity, if you order products which we need to import from outside the UK and you subsequently change the quantity of your order, there might be circumstances where your order cannot be changed and you will receive the original quantity ordered.
7. We will issue your refund to the same payment method you used when you placed your order.