TW Carpets & Flooring – Refund & Return Policy

Last updated: June 2026

At TW Carpets & Flooring, we are committed to ensuring your satisfaction with every purchase. Please find below our detailed return and refund policy.

1. Return Eligibility

We offer a 14-day return policy from the date of delivery. To be eligible for a return, your item must be:

  • In its original condition — unused and undamaged
  • In its original packaging
  • Accompanied by proof of purchase (order confirmation email)

Items that do not meet these criteria may not be accepted for return.

2. Non-Returnable Items

The following items cannot be returned:

  • Custom or made-to-order products
  • Items damaged due to misuse, accident, or improper installation
  • Items returned after the 14-day return window

3. How to Initiate a Return

To start a return, please contact us within 14 days of receiving your order:

Please include your order number, full name, and reason for return. Our team will respond within 1–2 business days with return instructions.

4. Return Shipping

  • If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping cost
  • If the return is due to a change of mind, the customer is responsible for return shipping costs
  • We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit

5. Refunds

Once we receive and inspect your returned item:

  • You will be notified by email of the outcome
  • If approved, your refund will be processed within 5–7 business days
  • Refunds are issued to the original payment method used at checkout
  • Original shipping charges are non-refundable unless the return is due to our error

6. Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, please contact us within 48 hours of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will arrange a free replacement or full refund as quickly as possible.

7. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.

8. Late Returns

Returns requested after the 14-day window will not be accepted unless the item is faulty or covered under our 12-month warranty.

9. Warranty Claims

All products come with a 12-month warranty against manufacturing defects. To make a warranty claim, contact us at info@twcarpetsflooring.co.uk with your order details and photos of the defect.

10. Contact Us

For any return or refund queries:

  • 📧 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