Refund and Return Policy

1. Return Eligibility

You may request a return within 14 days of receiving your order. After contacting us, you must return the item within the following 14 days.

To qualify for a return:

• The item should be unused and in resellable condition
• The item should be returned in its original packaging where possible
• You must provide proof of purchase, such as your order confirmation or invoice

A deduction may be made if the product has been used, damaged, installed, or handled beyond what is reasonably necessary to inspect it.

2. Items Not Eligible for Change-of-Mind Returns

• Custom-made or personalised products
• Carpets, flooring, or materials cut to your requested size
• Products specially ordered or prepared for you

These exclusions do not apply where an item is faulty, damaged, or supplied incorrectly.

3. How to Make a Return

1. Contact us at support@kingsburycarpetsltd.com within 14 days of delivery.
2. Include your order number, reason for return, and photographs if the product is damaged or incorrect.
3. We will respond with return instructions and the correct return address.
4. Pack the product securely and return it using a trackable delivery service.

Please do not send a return before contacting us, as unauthorised returns may be delayed.

4. Return Shipping Costs

If the return is due to a damaged, faulty, incomplete, or incorrect product, we will cover the reasonable return shipping cost or arrange collection.

For change-of-mind returns, the customer is responsible for the return shipping cost.

5. Refunds

Once your return has been received and inspected, approved refunds will normally be processed within 3–5 business days.

Refunds will be issued to the original payment method. Your bank or payment provider may require additional time before the refund appears in your account.

6. Damaged, Faulty, or Incorrect Products

Please inspect your order after delivery. If an item arrives damaged, faulty, incomplete, or incorrect, contact us as soon as possible with your order number and clear photographs of the issue.

After reviewing the issue, we will arrange an appropriate replacement, collection, repair, or refund.

7. Exchanges

We do not currently offer direct exchanges. To order a different product, please return the original item for a refund and place a new order.

8. Order Cancellations

To cancel an order, contact us as soon as possible. If the order has not been dispatched, we will cancel it and issue a refund.

If the order has already been dispatched, you will need to follow the return process above. Custom-made, personalised, or cut-to-size products may not be cancelled once preparation has started.

9. Contact Information