Our Returns and Cancellation Policy
At Interio Products Ltd we strive to provide great customer service and products but we understand that sometimes things can change which can lead to a change of mind. We will always try to give the best outcome possible for our customers, please read the below for our policies.
Cancellation or Return
If you would like to cancel or return an order then the goods must be unopened, undamaged and in unused condition:
You have up to 14 days after the day of delivery to sanction the return of goods procedure. This will be at your expense and also may incur a restocking fee for special order or specialist items.
Change of Mind (within 14 days)
If you change your mind, you can cancel your order up to 14 days after the day of delivery with the return of goods back to Interio Flooring at your expense. A restocking fee may apply with some products/suppliers (restrictions apply – see below).
Change of Mind (after 14 days)
After 14 days we can still refund or exchange your goods, but you will be charged up to 40% restocking fee (restrictions apply – see below).
Part Order Returns
If you need to return part of your order (e.g. you have ordered too many packs) then we may be able to accept the return of full packs as long as they are not opened or damaged. You will be liable for return delivery charges and may be charged up to 50% restocking fee (restrictions apply – see below).
If for some reason you receive your order with any form of fault, then you must report this to us within 48 hours or as soon as realistically possible as this will ensure we can rectify the issue promptly and arrange for replacement goods without incurring costs. It is advised to check your delivery in full when unloading and ask the driver to mark and damages on their delivery sheet.
- Please contact us via Email (firstname.lastname@example.org) or Phone to start the returns process
- Our customer service team will supply you with a returns number and returns address.
- Once the goods have been received, we will start the process of refunding you using the details provided at purchase. We will not issue any refunds until the goods have been returned to us in a new, unused condition.
When arranging a return it is your responsibility to arrange a courier or means of transport for the goods to be returned in a safe manner ensuring they are well protected during transit.
If any damaged goods are returned then the cost will be taken from the total refunded amount. As stated above, if the goods have been returned due to a manufacturing fault then it is your responsibility to return the goods to us in an unused and as new condition within 30 days. You may have to arrange courier at your own expense, please contact us for further information.
Unfortunately, we are unable to accept any returns on products that are made to order, bespoke or cut from a roll unless there is a manufacturer’s fault.
We cannot accept returns for the following items: Accessories, Glue, Liquids, Screeds, Tools, Tubs, Bags and LVT Design/Feature/Inlay Strips, special order items such as Luvanto and Karndean are also excluded.
We may refuse a return request if the order value is £49 or less.
We are aware that sometimes deliveries may be late or rescheduled but if there is a failed delivery due to inadequate physical help available, nobody at the delivery address, the order is refused or cancelled whilst in transit which is 24 hours before chosen delivery date then you will be liable for additional costs that may be incurred for the return or redelivery of your order. If your order arrives as arranged but we’re unable to deliver because there’s nobody home, refused goods or the order is cancelled whilst in transit you will be liable for any additional costs associated with the goods being returned and this will be deducted from your refund if you cancel your order.