Returns Policy

Effective Date: April 12, 2025

At the Home Style Flooring Online Shop, your satisfaction is our priority. We strive to make returns and refunds straightforward and fair. Whether you’ve changed your mind, received unused stock, or encountered a damaged or defective item, this policy outlines your options clearly.

1. Return Window

  • Standard Returns: You may return most items within 60 days of delivery for a full refund or exchange, provided they meet our eligibility conditions.

2. Eligibility for Returns

To be eligible, items must be:

  • Unused and uninstalled (e.g., unopened boxes of hardwood, laminate, vinyl, tile, or carpets).

  • In original packaging, including all accessories, manuals, and components.

  • Samples: Individually purchased samples are returnable if unopened and in resalable condition.

Exceptions:

  • Installed Flooring: Once installed, flooring cannot be returned due to hygiene and customization concerns.

  • Custom Orders (e.g., cut-to-size carpets, special-order tiles): Non-returnable unless damaged, defective, or incorrect.

  • Change of Mind or Unused stock: Returnable within 60 days, subject to a 15% restocking fee.

3. Reasons for Returns

We handle returns differently based on the reason:

A. Damaged, Defective, or Incorrect Items

  • Eligibility: Items that arrive damaged, defective, or incorrect (e.g., wrong color hardwood, cracked tiles) qualify for free collection and return.

  • Timeframe: Report within 48 hours of delivery to ensure prompt resolution.

  • Process:

    1. Contact us at info@homestyle-carpets.co.uk (mailto:info@homestyle-carpets.co.uk) or 07507 510831 with your order number and photos of the issue.

    2. We’ll arrange free collection from your address and provide a replacement, exchange, or full refund, including all shipping costs.

    3. Do not install damaged or defective items, as this voids eligibility.

  • Refund/Replacement: Processed within 3–5 business days after we receive the returned item.

B. Change of Mind or Unused Stock

  • Eligibility: Items returned due to a change of mind (e.g., wrong style chosen) or unused stock (e.g., extra boxes of LVT, or laminate flooring) are accepted if unused and in original unopened packaging.

  • Timeframe: Within 60 days of delivery.

  • Process:

    1. Contact us at info@homestyle-carpets.co.uk (mailto:info@homestyle-carpets.co.uk) or 07507 510831 with your order number and reason for return.

    2. You are responsible for arranging and paying for collection and delivery. We’ll provide carrier details (e.g., FedEx, UPS) and a return address.

    3. Please pack the item(s) securely to prevent damage during transit.

  • Restocking Fee: 15% restocking fee for change of mind/unused stock.

  • Refund: Processed within 3–5 business days after inspection, minus any applicable restocking fees.

4. Return Process

Follow these steps to return your flooring:

  1. Initiate Your Return:

    • Email info@homestyle-carpets.co.uk (mailto:info@homestyle-carpets.co.uk) or call 07507 510831 within the applicable timeframe (48 hours for damaged/defective, 60 days for others).

    • Provide your order number, reason for return, and photos (if damaged/defective).

  2. Receive Instructions:

    • Damaged/Defective/Incorrect: We’ll send a prepaid return label or arrange free collection from your address.

    • Change of Mind/Unused Stock: We’ll provide a return address and carrier recommendations. You’ll cover collection and delivery costs.

  3. Pack and Ship:

    • Securely pack the item in its original packaging to avoid transit damage.

    • For damaged/defective items, use our prepaid label or await our collection service.

    • For change of mind/unused stock, ship via your chosen carrier to our provided address.

  4. Receive Your Refund or Replacement:

    • We’ll inspect returns within 5–7 business days of receipt.

    • Refunds are issued to your original payment method or as store credit (your choice). Replacements are shipped at no cost for damaged/defective items.

5. Refunds

  • Standard Refunds:

    • Issued within 3–5 business days after inspection to your original payment method:

      • Credit/debit cards: May take 5–10 additional days to appear, depending on your bank.

      • PayPal/digital wallets: Typically reflected within 3 days.

      • Store credit: Issued instantly upon request.

  • Shipping Costs:

    • Damaged/Defective/Incorrect: Original and return shipping costs are fully refunded.

    • Change of Mind/Unused Stock: Original shipping fees are non-refundable, and you cover return shipping costs.

  • Restocking Fees:

    • 15% restocking fee applies for change of mind/unused stock.

7. Special Orders and Cancellations

  • Special Orders (e.g., custom carpets, special-order products): Non-returnable unless damaged, defective, or incorrect. Cancellations are accepted within 24 hours of ordering.

  • Order Cancellations: Cancel online orders before shipping by contacting us. Refunds are issued within 3–5 business days.

8. Contact Us

Questions about your return or refund? We’re here to help:

Home Style Flooring Online Shop trading under Home Style Carpets & Flooring (Chester) Limited

Email: info@homestyle-carpets.co.uk
Phone: 01978 799033 / 01244 408966
Hours: Monday to Friday, 9:00 AM – 7:00 PM; Saturday, 10:00 AM – 2:00 PM