Returns & Refunds Policy

This Returns & Refunds Policy applies to online orders placed with Access Flooring Group Ltd via our websites. It should be read together with our Terms & Conditions of Sale.

1. Your Legal Right to Cancel (Consumer Orders)

If you are a consumer (an individual purchasing wholly or mainly for personal use, not for business purposes), you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• You may cancel your order for any reason within 14 days from the date and time you receive the goods.
• You must notify us in writing (email is sufficient) that you wish to cancel within this 14-day period.
• Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.

During this statutory cancellation period, we will refund the price paid for the goods and the standard delivery charge, subject to any permitted deductions for handling beyond what is reasonably necessary to inspect the goods (for example, if the goods have been used or damaged by you).

We will not apply a 30% restocking fee to valid statutory cancellations by consumers where goods have only been handled to the extent necessary to inspect them as you would in a shop. However, we may make a deduction from your refund where the value of the goods has been reduced by your handling or use.

2. Our 14-Day Returns Policy (All Orders)

In addition to your statutory rights (for consumers), we offer a returns policy whereby goods may be returned within 14 days from the date and time of delivery, subject to the conditions below and any exclusions stated in section 6.

• Goods must be unused, in resalable condition and in their original packaging (including all accessories and documentation).
• Returns must be authorised by us in advance and accompanied by a returns reference.
• Goods must be returned at your cost and risk unless they are faulty or damaged on arrival.

3. Restocking Fee for Non-Faulty Returns

For returns of goods that are not faulty or damaged, and where the return is outside of your statutory cancellation rights or made by a business customer, a 30% restocking fee will apply unless otherwise agreed in writing.

• The restocking fee is calculated as 30% of the net value of the goods being returned.
• Any original delivery charges and return shipping costs are non-refundable unless the goods are faulty or have been delivered in error.
• The restocking fee may be waived or reduced at our discretion, but this must be confirmed by us in writing before the return is arranged.

4. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, you must notify us as soon as reasonably possible, preferably within 48 hours of delivery, providing photographs where applicable.

• We will investigate and, where appropriate, arrange a replacement, repair, or refund.
• No restocking fee will apply to confirmed faulty, damaged or incorrectly supplied items.
• We may arrange collection or ask you to return the goods; in either case, reasonable return costs will be covered by us for valid claims.

5. How to Request a Return

To request a return, please contact our customer service team with:

• Your order number
• Details of the item(s) you wish to return
• Reason for the return
• Photographs (for damaged or faulty goods)

Once your return is approved, you will receive instructions and a returns reference. Returns sent without prior authorisation may be refused or delayed.

6. Items That Cannot Be Returned

The following items are non-returnable, except where faulty or not as described:

• Made-to-order, cut-to-size or bespoke products produced to your specifications.
• Goods that have been installed, used, or permanently fixed in place.
• Goods that are not in a resalable condition due to handling, use or damage after delivery.

Any exclusions will be clearly identified at the point of sale where possible.

7. Refunds

Once we receive and inspect your returned goods, we will confirm the status of your refund:

• Approved refunds will be processed within 14 days of us receiving the returned goods.
• Refunds will be issued to the original payment method wherever possible.
• Any applicable restocking fee, deductions for diminished value, or non-refundable delivery charges will be clearly itemised.

8. Business Customers

Where goods are purchased by or on behalf of a business, trade customer, contractor or organisation, statutory consumer cancellation rights do not generally apply. Returns for business customers are accepted strictly at our discretion and are subject to:

• Our prior written agreement to accept the return.
• Goods being unused and in resalable condition.
• A 30% restocking fee unless otherwise agreed in writing.

9. Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK law.