Canceling Your Order
You have a right to cancel your order (prior to shipment) for any “Direct to Home” products purchased on this website, for a full refund. However, if an order has already been shipped and has left our possession, we will require you to pay the associated costs of returning the item to us before we will refund the purchase. You have 14 statutory days starting from the first working day after you have received your order to cancel and return all products for a full refund. However, the customer must contact us to arrange a collection via our preferred carrier and will be liable to
pay all collection costs incurred by QFlooring Limited and the products must be unused and in the original packing. If any boxes have been opened or the product is returned and you do not have the original packaging, this will be deemed as acceptance of goods and we will accept or decline the return at our discretion. To
cancel your order please contact our Customer Services team on 07376 387750 or via Contact Us.
Please note, if you wish to cancel in full and request for your goods to be collected, this may incur a collection charge which may be higher than the delivery charge previously paid. This is because collection charges are normally more expensive due to extra handling needed following collection to check and return these products into stock and Qflooring is subsidizing the original delivery cost.
You may cancel your order for a full refund prior to your order being shipped. If you cancel your order after it has been shipped, you are responsible for any and all carrier charges incurred by QFlooring Limited which will be higher than the original delivery charge paid. Any unpaid carrier charges will be deducted from your refund (see ‘Cancelling Your Order’ above). If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for return carriage charges incurred by your refusal.
If it is found that any of the larger products upon delivery will not fit through any doors or stairwells and the product is subsequently returned or refused, you are responsible for all return carriage costs. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of delivery easily.
Warranties are only applicable to the original purchaser, and an order confirmation must be provided. Any damage, except accidental damage during transit, occurring during the fitting, or which has occurred due to negligence, malice, removal, fire, water damage, and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty. If your flooring is agreed to be replaced, QFlooring Limited will deliver, to the exclusion of other demands, an equivalent product is chosen from the “Direct to Home” product range and collect the defective product (which must be uplifted and in a fit state for transportation). Other costs incurred during the replacement of the new flooring will not be covered. In the event of a disagreement, an independent expert will be appointed to inspect the
flooring in situ. Statutory rights are not affected.
Damage in Transit / Shortages
If you believe your goods are damaged, these must be reported to us as quickly as possible and no later than 14 days after arrival. If these are noted at the time of delivery, this should be pointed out to the delivery driver and they should be asked to make a note of this and take pictorial evidence to confirm this. If you will not be present at the time of the delivery, please ensure the person accepting the goods on your behalf is aware of this requirement. This does not affect your statutory rights in the event of the goods being faulty, these will be replaced.
Problems With Your Order
Whilst our third-party carriers will do what they can to prevent damage in transit, this can sometimes occur or issues may arise to prevent delivery of your order that is out of our control. We cannot accept any liability for time or financial loss as a result of, for example, but not limited to; cancellation costs of a fitter booking, loss of holiday, etc. These provisions made are by your choice and at your discretion but do not affect your statutory rights. We would also advise all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we can not be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will however arrange for a replacement item refund for any incorrect items at no additional cost to you where possible.