Returns & Exchanges

Customers have the right to return any goods unused, undamaged and boxed in their original condition within 14 days of receipt. Returns are only accepted by prior arrangement. To arrange a collection, you must first contact us either by phone on 01485 528993 or via email at sales@carpettilesnextday.co.uk

A Returns Authorisation must be issued by us before the return of any goods. If returning carpet tiles then we only accept full boxes.

Please note that any items returned to us without a Returns Authorisation cannot be accepted. To ensure refunds are processed quickly, please ensure all relevant paperwork including order number and customer details are attached with the returned goods.

Payments will only be refunded when the returned items have been checked and verified in our warehouse. Once confirmed that the carpet tiles are in good condition, a refund will then be issued for the value of the goods minus the original delivery costs via the original payment method used. If a customer has paid by credit/debit card the original card information must be submitted again as we cannot by law store this information, we can then promptly process the refund. A 15% handling/re-stocking charge is payable on all cancelled/unwanted orders which have already been dispatched and will be deducted from the final refund amount. You will receive a credit note for the final refund balance if applicable.

Please Note: Due to the nature of the product we are unable to accept any return on either size of our carpet tile tackifier adhesive. We also cannot accept returns on used carpet tiles or carpet tiles which have already been fitted. If they have been laid, even on a clean surface, marks and blemishes will be left on the bitumen on the reverse of the tiles, this obviously restricts our ability to sell the goods, especially as we pride ourselves on our customer service, working to provide first class grade and condition carpet tiles to our customers.

If upon delivery, customers wish to exchange goods for an alternative colour this is possible if we are notified immediately, and all carriage expenses are required to be paid for by the customer. This includes the return and new outward carriage costs. Before collection you will be notified of all costs for this service and understand the amount of refund which will be returned. Please be aware that our boxes of carpet tiles weight approximately 20kg each and as parcel carriers usually charge carriage by weight your exchange delivery charges can leave your refund negligible, making a new balance payable. If customers order incorrectly we cannot waiver the costs of exchange as we have completed the order in good faith.

When ordering from our website please take into account that product image and colours are not guaranteed to be exact as it appears on your device. This is due to various factors such as the setting of the camera used to take the image, customer’s own screen setting and differing product batch numbers. It is always advised to request carpet tile samples before placing your order, this will alleviate the inconvenience of exchanging the product, the cost and the time it takes to do so. You should, however, take into account that the sample pieces that we despatch may vary slightly in tone or shade, again due to batch differences, but these are usually insignificant if indeed any at all, and our samples can be used as a successful guide to your choice of carpet tile.

If, in the unlikely event, you receive any goods that are sub-standard or faulty then please notify us immediately, allowing time to return the goods within 30 days from the date of purchase, either by using the Contact Form here on our website or by calling us on telephone number 01485 528993. We will arrange to send out replacements or offer a full refund if a replacement product is out of stock or otherwise unavailable. This also applies if you do not receive the correct goods that you have ordered, again notify us straight away, so that the problem can be remedied, we do our best to ensure that mistakes are not made, but human error cannot be totally ruled out in a busy business environment. This does not affect your statutory rights.

You will be offered the chance to leave a customer review on the independent review site Trustpilot and join our long list of satisfied customers. If, however, you are not pleased with your goods or service, we ask you please to contact us either by telephone on 01485 528993 or via email at sales@carpettilesnextday.co.uk before opting to leave a negative review. We are happy to answer all questions or queries and are here to help and will do everything in our power to rectify any concerns that you may have. We endeavour to give the best service possible as this is very important to us as a company, hence our logo “Service to make you smile”.