We pride ourselves in supplying top quality goods at great value – and we like to think our reviews prove this. However, sometimes things just don't go to plan and we understand that people change their minds.
In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order. As per the distance selling regulations, you have the right to cancel an order, which starts the moment you place your order and doesn't end until seven working days from the day after you receive your goods. To cancel you must give written notice by email to firstname.lastname@example.org, giving details of the order number and goods ordered. Please note that any special orders or made to order items cannot be cancelled.
If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund excluding delivery charges. Before returning, please contact our customer service team and they’ll supply you with a returns number. Any returned goods must be complete, unused, and in "as new" condition.
Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately any items received that are damaged or not packaged correctly will not be accepted back into stock.
We are also happy to accept back any flooring or accessories left over after completing your installation for a small 15% restocking fee (restrictions may apply).
To do this, please contact our customer service team who will be able to assist you.
After the initial 14 day period, all returns will be subject to a restocking charge and a collection fee, both of which vary per Order.
Any damaged, faulty or incomplete Orders must be reported as soon as possible; ideally within 48 hours, at most 14 days after receiving the Order.
Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense. Any returned goods must be complete, unused, and in "as new"condition.
If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and we will make all the necessary arrangements to have the goods replaced.
If your order arrives as arranged but we're unable to deliver because there's nobody home, the goods are refused, there's inadequate help available, or the order is changed/cancelled within 48 hours of your delivery, you will be liable for any additional costs incurred for the goods being returned.
Please note – unfortunately, we can’t accept products which are bespoke, made to your specifications or cut from a roll unless they’re faulty.
We must be notified of any transport damaged or if the incorrect item has been received as soon as possible, ideally within the first hour of arrival.
Damaged or faulty items
After arrival we ask that you remove all the packaging, including any protective films on the items and complete a full inspection within the first 72 hours. If any damage is found on this inspection we need to be notified right away. Please advise us of the details via email and send photos to highlight issues if possible. If a replacement is required we may require the faulty item to be returned before dispatch of new goods or on some occasions we can arrange to collect at the same time as replacement is delivered. We understand that smaller damages, i.e hairline cracks, corner chips, may not be found until installation however, we do need these to be reported to us within 14 days of arrival.
If items are being stored after arrival for any period of time before use, they are your responsibility. We can not be held responsible for any damages that occur between arrival and being installed so it is imperative we are made aware of any faults or damages within the first 72 hours of arrival.
All goods must be checked by yourself or the person accepting the delivery on your behalf on delivery. We ask that you sign the delivery note UNCHECKED as simply signing the delivery note alone is confirming to us that you have accepted the items in good condition with no visible signs of transport damage. If any signs of visible damage is noticed, it is important not to sign and to refuse delivery. After arrival we ask that you remove all the packaging, including any protective films on the items and complete a full inspection within the first 72 hours.
If you change your mind about any item sent on a pallet it is your responsibility to return these. We strongly advise using a tracked and insured method of postage to cover yourself against transport damages. Please note that no refund will be issued for the original delivery charge of all non faulty palletised orders. Non faulty returns after 14 days will not be accepted. We aim to process all returns within 10 working days of their arrival back to us.
Non faulty items
On cancellation for any reason, the costs of returning the item to us are your responsibility. You are also responsible for arranging the return, including palatalised items.
Before returning you must give written notice by email to email@example.com, giving details of your order number and goods being returned, so we can provide the correct returns information for the item. If you are looking to exchange for a different item, you will need to place a new order and return the original item to us for a refund.
All items must be returned to us unused and in the same condition as you received them, including all packaging. It is imperative that any boxes or outer plastic packaging remain in tact, as returning this taped together isn't a resalable condition. The item must be returned to us in a resalable condition, or your refund may be rejected after inspection. All non faulty goods must be returned within 14 working days starting from the day after receipt of the goods.
The package must include your name & order number and we ask that all goods are packaged suitably. We strongly advise using a tracked and insured method of postage to cover yourself against damages in transport. Please note that no refund will be issued for the original delivery charge of all non faulty orders. Non faulty returns after 14 days will not be accepted. We aim to process all returns within 10 working days of their arrival back to us.
Terms & Conditions
Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
As stated above, notification of cancellation must be in writing, a telephone call is not a valid cancellation.
- No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
- We cannot refund engraved products once the engraving process has been completed, because the product has been personalised.
- Please notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
- If you are returning your product because it is defective, please state the defect or defects.
- Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
- If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
- You are responsible for paying any postage or shipping costs incurred when returning the product unless the product is faulty.
- We recommend that all returns be sent using a tracked and insured method of postage, so that a record of the return is available for you and you are able to claim with the courier for any damages occurred in transit.
Made To Order Items
Items deemed "Made To Order" on the Website are clearly labelled and often include bespoke manufacturing choices such as colour, design or size/shape. Once an Order containing a "Made To Order" item has been accepted, the item(s) cannot be cancelled without incurring a cancellation and restocking charge, set by the manufacturer on a per Order basis.
Warranty and Guarantee Periods
We offer the full manufacturer warranty with each item on the Website, which is a minimum of 12 months but often much more. For the first 12 months after a purchase, You must contact the Company, and we will deal with any guarantee issues. After the first 12 months, the warranty (if there is any remaining) is with the manufacturer of the item. In most cases, their information is supplied with the item, or can be found by contacting Us.
We try to inform and aid You with a purchase by offering guides, blogs, and product information on the Website, as well as technical help over the telephone, given in good faith based on limited information. This advice is not a substitute for that of a trained professional in their field (such as a heating engineer or plumber). We cannot be held responsible for any item(s) ordered incorrectly based on advice from the Website or a salesperson over the telephone.
If your order was purchased on finance please see further details below
Returns are still accepted according to our Terms and Conditions via our Customer Services department, who will contact the finance company on your behalf in this situation. If the full order is returned, the credit agreement will be cancelled. If only part of the order is returned, the credit agreement will be adjusted accordingly subject to minimum lending requirements.
If Tradeprices cancels or the Customer invokes their right to withdraw from a Finance Agreement prior to the goods being dispatched, Tradeprices will immediately inform Duologi, and the agreement will be cancelled.
If Tradeprices cancels or the Customer withdraws from a Finance Agreement following the goods being dispatched, Tradeprices will immediately inform Duologi, and the agreement will be cancelled.
If the Customer chooses to request either a part or full refund of the loan following dispatch of the Goods/Services, Tradeprices will immediately inform Duologi.