sales@floor.style  |  (028)-2827-5962

Floor.Style – Returns and Refunds Policy

This Returns & Refunds Policy forms part of our Terms and Conditions and applies to all orders placed through https://floor.style by customers in the UK.

1. Your Legal Right to Cancel (Cooling-Off Period)

As a consumer purchasing online (a distance contract), you have the legal right to cancel your order within 14 calendar days without giving a reason.

  • For goods, this 14-day period starts on the day after you receive the item.

  • To cancel, you must clearly inform us (e.g., by email) of your decision before the period expires.

Once you’ve notified us of your decision to cancel:

  • You have an additional 14 days to return the goods to us.

  • You must take reasonable care of the items while they are in your possession.

2. How to Cancel and Return Items

To cancel under your statutory rights:

  1. Contact us at info@floor.style with your name, order number, and your intention to cancel.

  2. Pack the items securely in their original packaging, if possible.

  3. Return the goods to us at:
    33 Point Street, Larne, Co Antrim, BT401HU

You must return the goods within 14 days of telling us you’re cancelling.

3. Who Pays Return Costs?

Unless otherwise agreed in writing:

  • You are responsible for the cost of returning the goods to us.

  • We will reimburse any standard delivery charge you paid as part of the original purchase if you are cancelling the entire order under your statutory rights.

4. Condition of Returned Goods

Returned goods must be:

  • In the same condition they were received

  • Unused, and

  • Packaged in their original packaging (where reasonably practicable)

If the value of the goods has been diminished as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may reduce your refund accordingly.

5. Refund Process and Timing

We will refund you using the same payment method you used to make your purchase (unless otherwise agreed).
Refunds are processed within 14 calendar days of:

  • Receiving the returned goods, or

  • Receiving evidence that you have returned the goods (if this is earlier).

You will receive refunds for:

  • The price you paid for the goods

  • Any standard delivery cost (if you are cancelling the entire order)

6. Exceptions to Cancellation Rights

Under the Consumer Contracts Regulations, some products may not be eligible for cancellation and refunds on the basis of change of mind. This includes:

  • Customised or made-to-measure products (e.g., bespoke floorcoverings manufactured or cut to your measurements)

  • Goods which have become inseparably mixed with other items after delivery

  • Where you have expressly waived your right to cancel (only where permitted by law)

For these items, refunds will only be issued if the goods are faulty or not as described under your statutory consumer rights.

7. Faulty, Damaged or Incorrect Goods

If goods are:

  • Damaged,

  • Defective, or

  • Not what you ordered

You must notify us within 7 days of delivery and we will:

  • Replace the goods, or

  • Refund the amount paid for those goods, including delivery if applicable.

Errors or defects must be reported promptly so we can investigate and resolve the issue.

8. Custom-Made, Made-to-Measure & Cut-to-Order Items

Some of our products are custom-made or cut to order based on the measurements or specifications you provide (for example, carpets or vinyl cut from a roll to your requested length).

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel for change of mind does not apply to Goods that are:

  • Made to your specifications, or

  • Clearly personalised, or

  • Cut or prepared specifically for your order and cannot reasonably be resold.

As a result, custom-made or cut-to-order Goods are non-returnable and non-refundable for change of mind once cutting or production has commenced.

This exclusion does not affect your legal rights if the Goods are:

  • Faulty

  • Damaged on arrival

  • Supplied incorrectly

  • Not as described

If such an issue arises, please notify us within 7 days of delivery so we can resolve the matter.

9. Statutory Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection law (e.g., the Consumer Rights Act 2015) which include rights relating to:

  • Goods being of satisfactory quality

  • Goods being fit for purpose

  • Goods matching their description

Refunds in cases of faulty or significantly misdescribed goods are separate from the change-of-mind rights set out above, and you are entitled to enforce them regardless of this policy.