Refund policy
At CESC Carpets & Flooring. We offer our customers an Extended Cancellations Period of 21 days. 14 days is the requirement by law.
To keep the returns process as simple as possible for our customers. We have created our own hassle free, easy returns. So you don't have the difficulty of contacting couriers who can take your returns , pay extortionate fees and take full responsibility for your return.
However there are products we cannot accept back (unless they arrive faulty) for example: bespoke products.
Please read our Returns & Refunds policy below:
Returns & Refunds
We try and keep returning products back to us as simple as possible - That is why we will come and collect your return from your location to save you the hassle.
The collection charge is £29.99
Products We Can't Accept Back
There are some products that can't be returned to us (unless they arrive faulty) These are:-
-Bespoke & Cut to Order Products
Once we have cut a carpet, vinyl or artificial grass to your exact measurements. It is made for you and bespoke to your order and cannot be returned. This is standard practice within the industry.
-Discontinued Products
These products are usually reduced to clear and have been discontinued by the manufacturer and therefore cannot be returned to us.
-Opened or Unsealed Products
If a product has been opened or seals broken we cannot accept a return because these products cannot be sold as new and we cannot verify the contents have been damaged or contaminated.
-Once its Cut & Fitted
Once a product has been cut or installed we consider you to be happy with the product. Fitted or Part-Fitted Flooring cannot be returned.
Cancellations
If you have changed your mind, let us know within 21 days. Just remember the exclusions above still apply.
In the event you should request to cancel an order that is cut to your exact measurements (Bespoke). Customers have a 12-hour period after placing the order to notify us of any cancellations or amendments. Unfortunately after this 12-hour window, no amendments or cancellations can be approved after your order has begun processing and sent to the warehouse to be cut.
Processed or Dispatched Products
If your order has already been processed, dispatched and delivered. You will need to follow our returns & refunds policy.
If you cancel an order that has already been processed or dispatched but not yet delivered, we will issue a refund for the order if it is a returnable product minus the delivery cost.
How to Return
Please contact us here or email us direct at cesccarpets@gmail.com. To start a return request.
Please provide us your order number, name and address. Also add the product you wish to return, with a brief overview of why you are returning your product (This helps us process your return as efficiently as possible.) We will review your order and, once approved, contact you with full instructions.
Condition
All products must be returned in the same packaging and condition in which they were received by you. Regrettably, we are unable to offer refunds or exchanges for any products that have been cut, installed or used. Returned products must be in a resalable condition.
CESC Carpets reserves the right to issue a partial refund if the returned items are found to be damaged or we may have to return the product back to you.
We strongly advise you to measure accurately before placing your order.
Refunds
Once your return is received, inspected and approved. You will be refunded within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve received your return, please contact us.
Please note. Delivery and shipping charges are not refundable.
Damaged products
All our products are checked before being shipped. In the very unlikely event that your order turned up damaged, contact us immediately and we will arrange for the damaged product(s) to be collected and replaced at no cost to you. Keep the packaging and take photos. Unfortunately if any ordered product is removed from it's original condition (for example cut and fitted) we will be unable to replace or give a refund for the product(s).
Please contact us if you require any further assistance or clarification regarding our returns & cancellations policy here. Or email us direct at cesccarpets@gmail.com. Thank you.