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Cancellations and Returns

Cancellation Period

Choosing the right flooring for your home can be a difficult choice. Your satisfaction is at the forefront of everything that we do at Stories Flooring which is why we provide our customers with an extensive 14 Day Returns Period. That’s is in line with the 14 days required by the Consumer Contracts Regulations for you to be content with your chosen products.
In the unlikely event that you’re not 100 percent happy with your purchase, our terms and conditions for returns are as follows:

Cancellations

Under the Consumer Contracts Regulations 2013 and our extended terms, customers have the right to cancel a purchase within 14 calendar days of receiving goods. The limitations to these terms are that we do not accept cancellations for discontinued or bespoke products. This includes products that need to be ordered in especially, cut to measure, or for products that are designed to your specifications.

Dispatched Items

If your order has already been dispatched or you have already received delivery, please contact us via telephone 0113 320 0223 or by emailing us at customerservices@storiesflooring.co.uk. We will then give you a form to return the products to us, and give you all the details on how to send the order back to Stories Flooring.

If you cancel an order which has already been dispatched but has not yet been delivered, we will refund the order, minus any delivery expenses that we incur.
If the goods have not been dispatched from our warehouse, we will happily issue the cardholder a full refund within 5 working days from receipt of the refund request. This is provided that it is not a special or bespoke order.

Returns

Returns must be communicated to us within 14 days of receipt of goods. This must be done via email to customerservices@storiesflooring.co.uk. Costs to return are the full responsibility of the customer. We will make you aware of the costs prior to collection and this will be deducted from your refund.

We do not accept partial returns. We strongly recommend you measure accurately. If you have a pack left over we would advise you keep it should you need to do any alterations/repairs in the future.


Responsibility

Customers remain responsible for all purchased items until they are signed for at our warehouse in Leeds. Please make sure that suitable steps are taken to prevent the goods from being damaged in transit to avoid issues.

Resale

We are bound by UK law to refund our customers within 14 days of receiving the items at our warehouse. Items should be in a condition suitable for resale. Stories Flooring reserves the right to issue a partial refund if the returned goods are found to be damaged.