DELIVERY AND RETURNS
Delivery of orders are carried out by third party courier companies. The courier company is selected based on the size, weight and quantity of the order. We will send the goods ordered by you to the address you supply. We offer free delivery on order over £95 within the UK mainland. Remote areas of the UK mainland (which includes the Scottish Highlands, Channel Isles, Isle of Man, Isle of Scilly, Isle of Wight, Outer Hebrides, Shetlend Isles, Orkney, Northern Island and Aberdeenshire) and those outside the UK Mainland may incur an additional delivery charges. Please do not hesitate to contact our Customer Services team for further information.
We aim to have all items in stock dispatched within 2 working days of the order being placed. We will notify you when we dispatch an item but delivery times are at the discretion of the courier company. There may be delays in despatch as a result of adverse weather (for example wintery conditions) or arising out of circumstances beyond our control (such as the unprecedented Covid-19 situation). Your goods will be dispatched using a signed for courier service. You will receive an email confirmation of the dispatch from us which will contain the tracking number and the name of the courier company used. You can then track and trace your order right to your door. Some couriers mainly handling bulky items may not have an online track and trace service, however customers may be able to get the information by ringing the courier directly.
Our couriers will attempt to deliver your goods between 9.00am and 6.00pm Monday to Friday and will always aim to have the goods signed for. If you have any additional information you wish to give the courier, for example, a safe place location or day/time not available please add this to your order in the comments box provided. We will always pass any additional delivery instructions on to the courier but it is at their discretion as to whether the instruction can be carried out.
In rare circumstances, we may be unable to deliver your goods within the advertised time. In this situation we will contact you via email and/or telephone to update with the status of your order and we will provide as much information with regards your order as we are able to. We will provide alternative dates for delivery and will highlight if this date is an estimation. We will use the email and telephone number provided when you place your order. If you are concerned about the status of your order we advise that you first check your email "Inbox" and also your "Junk" or "Spam" folders. Alternatively you can contact our Customer Service team.
Please note – The delivery couriers that are instructed to deliver your order operate a one person delivery service, to your door. The courier company is chosen on the basis that they are able to deliver your item taking account size and weight. There may be situations where you may be notified that another person will be needed to unload your order. If this happens it will be your responsibility to make sure that there is someone available. Under normal circumstances a courier will not enter your house and the delivery will be porch delivery or on a "ground floor only" basis, as the drivers are not insured to enter he house. If you have any questions about the delivery please contact our Customer Services team who will be happy to help with any queries.
Our Customer Service contacts are:
We offer a 30-day peace of mind return policy on any product bought from us. If you aren't completely satisfied with any product you have purchased from us, please contact us within 30 days from the day you have received the productand our customer service team will guide you through the return process.
Please note our returns policies are subjected to the terms and conditions within the Vinyl Flooring UK webpage.
You are responsible for the return costs of your order. You can arrange for the return using a courier of your choice or alternatively we can arrange it for you. Please note our courier collections are considerably more expensive than the original delivery cost as it is a "one off" collection rather than the courier picking up multiple items from our warehouse at one individual time. We are also obliged to insure items being collected which adds to the cost of any return arranged by us.
If you would like us to arrange the return for you the cost will vary depending on the item being returned, we will inform you of the cost before proceeding. The full value of the original order (including any original delivery fee) will be refunded minus the collection cost. If any re-stocking fees are due these will be deducted at the same time. ). If we make arrangements to collect an item at your request you will be responsible for ensuring that the item is correctly wrapped and packaged to avoid any damage during transit. Failure to do this may affect any refund that you are entitled to. We wont be able to process the refund if the item gets damaged during transit due to poor or no packaging.
Since all the vinyl orders are custom sized (cut to size) therefore, we will still accept the return however a re-stocking fee will apply to the order. This re-stocking fee will be 25% of the purchase price of the order. The balance of the account minus the re-stocking fee will be refunded via your original payment method. Any refund will be processed as soon as we receive your returned item but will be subject to an inspection of the item and the condition that it is received in (unless we have been notified of a fault in the product). If you return an item yourself (either by drop off at our depot or by instruction of a courier service) then you will be responsible for ensuring that the item is correctly wrapped and packaged. Failure to do this may affect any refund that you are entitled to.
If you place an order and wish to cancel before the item is delivered but the goods are a bespoke order and have already been cut we may still be able to cancel the delivery, however, you will still incur a re-stocking fee to cover the costs associated with that order. This re-stocking fee will be 25% of the purchase price of the goods. The balance of the account minus the re-stocking fee will be refunded via your original payment method.
We regret to inform you that any item that has been cut into, damaged or used would not be eligible to return or refund.
To exercise the right to cancel, you must inform us at Vinyl Flooring UK, S&R Business Park, 94 Garnett Street, Bradford West Yorkshire, BD3 9HB or firstname.lastname@example.org or call us at 02033253157 of your decision to cancel your order by a clear statement(e.g. a letter sent by post, fax or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.
Our returns address is:
Vinyl Flooring UK S&R Business Park 94 Garnett Street Bradford West Yorkshire BD3 9HB
Please note - The delivery couriers that are instructed to collect your order operate a one person delivery service, from your door. The courier company is chosen on the basis that they are able to collect your item taking account size and weight. There may be situations where you may be notified that another person will be needed to load your order. If this happens it will be your responsibility to make sure that there is someone available. Under normal circumstances a courier will not enter your house and the collection will be on a "ground floor only" basis. If you have any questions about the collection of a return item please contact our Customer Services team who will be happy to help with any queries.
Please note - We offer a one-man, kerbside delivery service, during which our drivers have no obligation to carry the items inside the property. We strongly advise against booking flooring fitters in advance to receiving your product in case of unexpected delays or unforeseen issues with your order. We cannot be held accountable for any consequential financial losses caused by this. We inspect and dispatch the items in perfect condition however there is a possibility that item may get damaged during transit. We advise you to check the item thoroughly at the time of delivery for any damages. Please refuse the delivery if you find the item has been damaged during transit.
Our Customer Service contacts are: