Refund policy

Returns & Refunds

Our return & refund policy is there to be both fair to our customers and protect our company. We offer a free sample service for you to see if our carpets are right for you. Should you need to make a return we handle the following policy.

Returns

You may request a return within 14 days of receiving your item. Unfortunately, we are unable to offer refunds or exchanges after 14 days from the delivery date.

Please note:

Made-to-measure and bespoke items are non-returnable and non-refundable unless they are faulty or not as described. This includes items that have been cut to size or customised to your specifications. Any length other than full rolls fall under made-to-measure items.

To qualify for a return:

The item must be unused, in its original condition, and in the original packaging.
You must notify us of your intent to return the item by emailing info@eventcarpetsonline.co.uk with your order number.

Once your return request is approved, you must send the item back within 14 days to:
Eventcarpetsonline Ltd
8 Carlton Way
Bishops Stortford, Hertfordshire
CM23 2WP
United Kingdom

Non-returnable items include:

Made-to-measure and bespoke items (unless faulty or misdescribed).
Gift cards.
Downloadable software products.
Certain health and personal care items.

To process your return:

You must provide a receipt or proof of purchase.

Important: Please do not return your purchase to the manufacturer.

Responsibility for Return Costs

If you exercise your right to cancel because you have changed your mind, you will be responsible for the cost of returning the item(s) to us.

Bulky Items (Items that cannot be returned by post)
For large or heavy items that cannot be returned via standard Royal Mail or parcel post (generally any product over 1m width/length), you are responsible for arranging and paying for a specialist courier.

Estimated Return Cost: We estimate that the cost of returning these items will be approximately £70 to £400, depending on your location within the UK and the weight of the item.
Our Collection Service: Alternatively, we may offer to arrange collection on your behalf. If we do so, we will deduct the direct cost of this collection (estimated at £70-400) from your final refund.

Condition of Goods and Reductions
You are entitled to inspect the goods as you would in a retail shop. However, we reserve the right to make a deduction from your refund if the value of the goods has been reduced by excessive handling (e.g. assembly, use, or damage to packaging).

Refunds

Once your return is received and inspected, we will notify you by email to confirm receipt and advise whether your refund has been approved or rejected.

If approved, your refund will be processed, and the credit will be applied to your original method of payment within 14 days.
If rejected, we will provide a reason for the decision.

Late or missing refunds
If your refund has not been received:

Check your bank account or contact your credit card provider, as refunds may take time to process.
Contact your bank to confirm their processing times.
If you still have not received your refund, please contact us at info@eventcarpetsonline.co.uk.

Sale Items
Only full-price items are eligible for refunds. Sale items are non-refundable unless they are faulty.

Disclaimer

All images are for illustrative purposes only. Props are not included in sales.
Carpets are cut to measure, so minor discrepancies of up to 3% in sizing may occur.
Whilst we make every effort to describe colours accurately, variations may occur, for example due to screen settings. For precise colour confirmation, we recommend ordering a sample. Due to the manufacturing process, on rare occasions different coloured fibres may appear, slight colour variations or other minor production inconsistencies may occur, including slight differences between production batches.

Exchanges
Exchanges are available only for items that are defective or damaged.

Made-to-measure and bespoke items cannot be exchanged unless faulty or misdescribed.

To exchange an item:

The item must be unused, in its original condition, and in the original packaging.
Notify us of your intent to exchange by emailing info@eventcarpetsonline.co.uk with your order number.

Gifts

If the item was marked as a gift at purchase and shipped directly to you, you will receive a gift credit for the return value. A gift certificate will be issued once the return is processed.
If the item was not marked as a gift or was shipped to the gift giver, the refund will be issued to the original purchaser.

Important Notes

Return shipping costs are the responsibility of the customer and are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount.
Only standard shipping charges on outgoing parcels are refundable. Additional charges for upgraded services, such as Express Delivery, are non-refundable.
We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking information.