Refund and Returns Policy

If a customer wishes to return a product within their 14-day statutory right of return, a full refund (less any third-party collection charge and cutting fee, if applicable) will be issued, provided the following conditions are met:

1. The goods must be rolled or sealed in their original packaging.
2. The goods must not have been used, tampered with, or fitted in any way.
3. The goods must be returned in full, including all parts, free products, or documentation.

In compliance with Distance Selling Regulations, we require an email confirmation indicating your intention to return the item(s).

Cancellations
Please note that our system processes orders immediately after placement, including cutting products to your specified measurements. It is vital to thoroughly check your measurements before placing your order.

Our carpet, vinyl, and other flooring products are cut to your bespoke size. As personalised items, cancellations and returns are subject to cutting and delivery fees, depending on the status of the order.

Cancellation Before Delivery Confirmation
If you cancel your entire order before confirming a delivery slot or before the order is out for delivery, a 50% cutting fee will apply to any bespoke products, alongside a delivery charge. However, no cancellation fees will be applied to accessories.

For partial cancellations, a 50% cutting fee will apply to the bespoke products you wish to cancel, but you will not be charged for any rolls or accessories you choose to keep. No additional delivery fees will apply for part cancellations.

Cancellation After Delivery Confirmation or on Delivery Day
If you cancel your order after accepting a delivery slot or on the day of delivery, a 50% cutting fee will be charged for bespoke items, along with a failed delivery fee. This delivery fee will be calculated based on your order size and location.

Cutting Fees
When placing an order for bespoke-sized products, your order is tailored specifically to your measurements. Once an item is cut to size (cutting begins once payment is received), a minimum cutting fee of 50% of the total value will apply for cancellations, in addition to any applicable delivery charges.

For boxed or retail-packaged items, such as adhesives, cutting fees do not apply. However, for SPC products, a £50 restocking fee will be charged, in addition to any applicable collection fees.

Need help?

Contact us at info@aslamscarpets.co.uk for questions related to refunds and returns.