Refund policy
Returns & Cancellation Policy
Last updated: June 2026
This policy applies to all orders placed with Fenston Carter through our website, by email, by telephone, by invoice, or by any other method.
1. Important Information
The majority of products sold by Fenston Carter are ordered, manufactured, cut, prepared, or sourced specifically to meet a customer's individual requirements. As a result, most products are classed as made-to-order, special-order, bespoke, or customised goods.
Customers should therefore assume that products are non-returnable and non-refundable unless expressly agreed otherwise in writing before purchase.
If you are unsure whether a product can be returned or cancelled, please contact us at info@fenstoncarter.co.uk before placing your order.
2. Order Cancellation
Customers may request cancellation within 48 hours of placing an order, provided that:
- The order has not been processed;
- Materials have not been ordered from our suppliers;
- The goods have not been cut, manufactured, prepared, allocated, dispatched, or shipped.
Cancellation requests must be submitted in writing by email to info@fenstoncarter.co.uk. Telephone requests do not constitute written notice and cannot be accepted as a cancellation.
Once any of the above activities have commenced, the order cannot be cancelled. Fenston Carter will confirm in writing whether a cancellation can be accepted.
Where a cancellation is accepted, Fenston Carter may deduct any reasonable costs already incurred, including supplier charges, payment processing fees, administration costs, or collection charges.
3. Returns
Unless otherwise confirmed in writing before purchase, goods cannot be returned once they have been dispatched from the manufacturer, supplier, warehouse, or distribution centre.
This applies whether goods are shipped directly from a supplier or via Fenston Carter.
Where Fenston Carter agrees to accept a return as a goodwill gesture, the following conditions apply:
- The return must be agreed in writing before goods are sent back;
- Goods must be unused, unopened, undamaged, complete, and in their original packaging;
- The customer is responsible for all return carriage costs;
- Any applicable supplier charges will be passed on to the customer.
Fenston Carter reserves the right to refuse any return that has not been agreed in writing in advance.
4. Supplier-Specific Terms
Different manufacturers and suppliers operate different return, cancellation, and warranty policies.
If you require the specific terms applicable to a particular product, it is your responsibility to request these in writing before placing an order. Fenston Carter will provide this information upon request where available.
If no request is made before purchase, the standard Fenston Carter Returns & Cancellation Policy shall apply.
5. Damaged, Incorrect, or Faulty Goods
Nothing in this policy affects your statutory rights.
All deliveries must be inspected immediately upon receipt and before any installation, cutting, fitting, or use.
Any damage, shortage, incorrect goods, or visible defects must be reported in writing by email to info@fenstoncarter.co.uk within 48 hours of delivery.
Claims must include clear photographs of:
- The goods received;
- The outer packaging;
- Any labels, batch numbers, or delivery documentation;
- The damage, defect, shortage, or discrepancy.
Goods must not be installed, cut, fitted, altered, or used while a claim is being assessed.
Products that have been installed, fitted, cut, altered, or otherwise used shall be deemed accepted by the customer, except where a defect could not reasonably have been identified before installation.
6. Product Suitability
Customers are responsible for ensuring that products are suitable for their intended purpose before ordering.
This includes suitability for the intended traffic level, use type (domestic or commercial), subfloor conditions, underfloor heating compatibility, moisture levels, and installation environment.
Fenston Carter accepts no responsibility for products selected by the customer where suitability has not been confirmed in writing by Fenston Carter before purchase.
7. Samples
Samples are provided for general colour and texture guidance only. Due to natural batch and dye lot variation, delivered goods may differ in colour, shade, tone, or texture from samples provided. This is not grounds for a return or refund.
Customers should order all required material at the same time where batch consistency is important.
8. Commercial Customers
Business-to-business transactions are not subject to consumer cancellation rights under the Consumer Contracts Regulations 2013.
All orders placed by businesses, contractors, landlords, managing agents, interior designers, developers, or trade customers are deemed final once materials have been ordered, allocated, processed, or dispatched, unless Fenston Carter agrees otherwise in writing.
9. Statutory Rights
Nothing in this Returns & Cancellation Policy affects your statutory rights under applicable UK consumer protection legislation.
If goods are faulty, not as described, damaged in transit, or incorrectly supplied, please contact us at info@fenstoncarter.co.uk and we will deal with the matter in accordance with the law.
10. Contact
All cancellation requests, returns requests, and claims must be submitted in writing by email to:
Fenston Carter
Email: info@fenstoncarter.co.uk
Website: fenstoncarter.co.uk