Returns and Cancellations

This document sets out the terms on which orders may be returned or cancelled. Please read it before placing an order.

AT A GLANCE

How We Operate

All purchases from CarpetTiles.co.uk are made on a business-to-business basis. We act as a commercial reseller and supply goods under B2B terms; the Consumer Rights Act 2015 and related consumer protection legislation do not apply to these transactions.

We do not warehouse stock. Goods are dispatched directly by our network of UK and European suppliers, distributors, and manufacturers. This means our ability to facilitate returns depends entirely on the policies of the relevant supply partner for each order.

Making a Return Request

To initiate a return, you must notify us in writing no later than 14 days after the goods arrive. We will then contact the relevant supply partner and work through the request on your behalf. Whether a return can proceed will depend on that supplier's position.

If a return is agreed, these conditions apply without exception:

• Goods must be in their original, unopened packaging and free from damage of any kind.

• A handling and restocking fee will apply. This is typically around 30% of the order value but is set by the individual supplier and confirmed at the point of approval.

• Any outbound transport, warehousing, or re-delivery costs already incurred by the supplier will be offset against your refund.

• Where combined charges would leave a net amount owed rather than a refund due, payment of that balance is required before the return proceeds.

• Return shipment is your responsibility. You arrange the courier, pay the freight, and bear the risk during transit.

Individual suppliers may also impose specific requirements such as minimum return quantities. Where this applies, we will communicate those details to you as part of the review process.

What Cannot Be Returned

Certain goods fall outside the scope of our returns process entirely. These cannot be returned or refunded except where a proven manufacturing defect or warranty issue exists:

• Items made to order or customised to your specification.

• Products that have been cut, trimmed, or otherwise sized at your request.

• Goods ordered specifically for you that are not part of our standard range.

• Products sourced from overseas suppliers whose terms exclude returns.

Before You Order

COLOUR ACCURACY

Colours shown on our website are reproduced as accurately as possible, but monitor calibration and display settings vary between devices. We recommend ordering samples before committing to any quantity, particularly for larger or high-visibility installations.

CONDITION OF RETURNED GOODS

Goods returned to us must not show evidence of installation, use, or attempted fitting. Where returned items appear to have been used after a reasonable inspection period, we will consider the buyer to be in breach of their duty of care. We reserve the right to recover costs accordingly.

PACKAGING AND TRANSIT INSURANCE

Many of our products are dense and heavy, making them vulnerable to transit damage if inadequately packed. You are responsible for ensuring returned goods are properly secured and we recommend taking out transit insurance to cover their full value.

Faulty or Damaged Goods

If an order arrives damaged or a product develops a fault that may be attributable to manufacture, this policy does not stand in your way. Contact us promptly and we will manage the matter directly with the supply chain on your behalf.

Get in touch:  info@carpettiles.co.uk

Legal Position

These terms operate within the applicable framework of commercial law and do not seek to exclude any rights your business holds at law. If a court or tribunal finds any individual term to be unenforceable, that term alone will be treated as removed; the remaining terms will continue in full effect.

Policy version: June 2025