TW Carpets & Flooring – Cancellation Policy

Last updated: June 2026

At TW Carpets & Flooring, we aim to provide a smooth and flexible shopping experience. This Cancellation Policy explains how customers can cancel orders and what to expect during the process.

1. Cancellation Window

You may cancel your order within 24 hours of placing it, provided it has not yet been dispatched. To request a cancellation, contact us immediately at:

Please include your order number and full name in your message so we can locate your order quickly.

2. Orders Already Dispatched

If your order has already been dispatched, we are unable to cancel it. In this case, you may:

  • Refuse delivery when the item arrives, and it will be returned to us
  • Accept delivery and then submit a return request within 14 days under our Returns Policy

Once the item is received back at our warehouse in its original condition, a full refund will be issued.

3. Refunds for Cancelled Orders

  • Cancellations made within the 24-hour window will receive a full refund within 5–7 business days
  • Refunds will be issued to the original payment method used at checkout
  • We do not charge any cancellation fees

4. Incorrect or Damaged Items

If you received the wrong item or your order arrived damaged, please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no additional cost to you.

5. Custom or Made-to-Order Items

Custom or personalised items cannot be cancelled once production has begun. Please review your order carefully before confirming.

6. How to Request a Cancellation

To cancel your order, contact us through any of the following:

  • 📧 Email: info@twcarpetsflooring.co.uk
  • 📞 Phone: +44 1763 663982
  • 📍 Address: The Corn Exchange, Market Hill, Royston SG8 9JR, United Kingdom
  • 🕐 Business Hours: Monday – Friday, 9:00am – 5:00pm

Please have your order number ready when you get in touch.