Return & Refund Policy

Runners, Marmoleum, Carpets that have been cut and stair rods

Returning Items: What You Can Return

For products that are eligible for return and where Fenston Carter has approved the return in writing, a 50% restocking fee based on the cost of the materials will apply where materials have been ordered and paid for from our suppliers. The customer will also be responsible for the cost of carriage to return the materials to the supplier.

This policy may apply to eligible products across the following categories:

• Wood floors
• Stair runners
• Rugs
• Rug borders and edging
• Flooring accessories
• Linoleum
• Carpet
• LVT and vinyl flooring
• Alternative Flooring rugs
• Cork flooring
• Underlay

Return eligibility, restocking fees, and other conditions may vary depending on the product and manufacturer. Please check the applicable terms and obtain confirmation in writing before purchasing.

Bespoke items custom-made for the customer, including hand-made runners and flooring or carpet cut, altered, or prepared to specific measurements, are non-refundable and non-returnable, except where goods are faulty, damaged, incorrectly supplied, or where applicable law provides otherwise.

All approved returns must be unused, unopened, undamaged, complete, and in their original packaging. The customer is responsible for return carriage costs and any applicable supplier charges.

All returns must be approved in writing by our Customer Service team before being sent back. Please contact info@fenstoncarter.co.uk before purchasing if you have questions about the return conditions for a particular product.

Carpet Tiles – Non-Returnable Products

Please note that carpet tiles are supplied specifically to your order requirements and are therefore classified as bespoke goods. As such, carpet tiles cannot be returned, exchanged, or refunded once dispatched, unless they are faulty, damaged, or supplied incorrectly.

We strongly recommend checking product specifications, quantities, colours, and suitability before placing your order. By purchasing carpet tiles from our website, you acknowledge and agree that these products are non-refundable and non-returnable in accordance with the Consumer Contracts Regulations for made-to-order or bespoke items.

Made-to-Order Items – Payment and Cancellation

Made to order: because each piece is cut and made to your requirements, full payment is taken when you place your order so we can commission it straight away. Made-to-order items can't be cancelled or returned once production has started.

Order Cancellation

1. For standard orders cancelled within 24 hours of purchase, provided they have not been shipped or otherwise become non-cancellable under the applicable product terms, we will offer a full refund.
2. For made-to-order items, cancellation is not permitted once production has started. Before production begins, please contact our Customer Service team to confirm whether cancellation is possible.
3. We cannot accept cancellation requests for standard orders that have already been shipped. Please apply for a return after receiving the package, if the item is eligible for return under our returns policy.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Returns postage

Buyer pays return postage

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

How to get your refund, return or exchange