Returns Guide

Thank you for shopping with us. We want to ensure that your experience with our products and services is satisfactory. Please read our returns policy carefully to understand how returns are handled

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1. Unopened Resalable Boxed Goods:
   • Items that are unopened, in their original packaging, and in resalable condition can be returned within 14 days of purchase.
   • Returns must be free from damage and all materials inside boxes must be in pristine condition.
   • If materials within the boxes are damaged/faulty, the acceptance of a return will be determined after an inspection is carried out or photographs of the issue have been received.
     
2. Cut-to-Order Items:
   • Cut-to-order items that are not a stocked line are non-returnable, except in the case of damage or faults. This includes, but is not limited to, all carpets, vinyl, matting and contract sheet flooring.
   • Stock lines that have been cut to order will be accepted as a return if the goods are in pristine condition and are over 3.50lm in length.
   • All contract sheet flooring is non-returnable.
   • If you receive a damaged or faulty cut-to-order item, please contact us immediately to notify us. We will then require the goods back for inspection or photographs of the damage/fault. The returns process will depend on whether the materials have been installed or not and whether they were ordered in from a supplier specifically to fulfil your order. This will all be explained at the time of the initial reporting of damage/fault.
     
3. Restocking Fee:
   • All returns, except for damaged or faulty items, are subject to a 25% restocking fee.
   • The restocking fee helps cover the costs associated with processing and restocking returned items.
   • If a return was specifically ordered in from one of our suppliers and is not a stocked item, the restocking fee may differ, but you will be made aware of this before we complete the return.
     
4. Credit, Exchange, or Refund:
   • Upon receiving the returned item, we will inspect it to ensure it meets our return criteria.
   • If the return is approved, you will receive a credit on your account (minus the restocking fee) or, if the goods are damaged/faulty, you can exchange for new materials of the same specification.
   • If the original order was placed as a one time purchase pro-forma transaction, you may choose between a credit on account or a refund to the original payment method.
     
5. Shipping Costs:
   • Customers are responsible for the cost of return shipping unless the return is due to a damaged or faulty item.
     
6. Exceptions:
   • Certain items may not be eligible for return due to hygiene or safety reasons. Please check the product description for specific details.
   • Some of our suppliers also do not accept returns so if it is a non-stock item, we may not be able to accept returns of the goods. This will be clarified upon initial notification of return.
     
7. Cancellations:
   • Orders that have already been processed and shipped cannot be cancelled. Please review your order carefully before completing the purchase.

By making a purchase with us, you agree to abide by our returns policy. If you have any questions or concerns, please contact our customer service team for assistance. We appreciate your understanding and cooperation.

M J Gowling T/A DMS Flooring Supplies