Refund policy
Returns Policy
If you wish to return a product within the 7-day statutory rights period (in accordance with the Consumer Contracts Regulations 2013), a full refund — minus any applicable third-party collection charge and cutting fee — will be issued, provided the following conditions are met:
- Goods must be unopened and in their original packaging.
- Goods must not have been used, tampered with, or fitted in any way.
- Goods must be returned in complete, including all parts, any free items, and accompanying documentation.
To initiate a return, please contact us by email confirming your intention to return your item(s). This is a requirement under the Consumer Contracts Regulations 2013.
Please note: Due to the large and bulky nature of flooring products, the cost of return collection may significantly exceed the original delivery charge paid. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied.
Cancellations
Our system begins processing orders immediately upon placement, which includes cutting products to your specified measurements. Please ensure you check your measurements carefully before placing your order, as errors cannot be corrected once cutting has commenced.
Our carpet, vinyl, and other flooring products are cut to your bespoke size and are therefore classed as personalised goods. Cancellations and returns on these items are subject to cutting and delivery fees, depending on the status of your order at the time of the request.
Cancellation After Delivery Confirmation or on Delivery Day
If you cancel your order after accepting a delivery slot, or on the day of delivery, the following charges will apply:
- A 25% cutting fee on all bespoke/cut-to-size items
- A failed delivery fee, calculated based on your order size and delivery location
Cutting Fees
All bespoke orders are cut to your exact dimensions, and cutting begins as soon as payment is received. Should you wish to cancel after cutting has commenced, a minimum fee of 25% of the total order value will be deducted from any refund issued, in addition to any applicable delivery charges.
For boxed or retail-packaged items - such as adhesives - cutting fees do not apply.
IMPORTANT: Inspection Requirements
It is essential that both you and your nominated installer/fitter fully comply with the following conditions before any work begins:
- You and your installer/fitter must unroll the material in full and thoroughly inspect it prior to any cut being made.
- Once you or your installer/fitter cut the material, you are deemed to have accepted and taken ownership of it.
- By proceeding with cutting or fitting, you acknowledge that you have inspected and accepted the item's quality, dimensions, and condition.
No claims for faults, incorrect sizing, or quality issues can be accepted once the material has been cut or fitted.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us before cutting or fitting the items. We will assess the issue and arrange collection and a replacement where necessary.
Please be aware that once an item has been removed from its original condition - for example, by cutting or fitting - we are unable to offer a replacement or full refund. It is therefore essential that all goods are inspected thoroughly upon delivery and before any installation takes place.
To report a damaged or faulty item, please contact us within 24 hours of delivery with photographic evidence:
- Email: info@directcarpetcentre.co.uk
- Phone: 023 9261 8411
Refunds
Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 working days.
Contact Us
Please get in touch before returning any items:
- Email: info@directcarpetcentre.co.uk
- Phone: 023 9261 8411
- Address: Direct Carpet Centre, 22-30 Fratton Road, Portsmouth, PO1 5BX
