Returns
If you cancel your order and wish to return the products in accordance with your statutory right to cancel, you must arrange the return of the products to us at your expense. The product must be in the same condition as dispatched and in the original wrapping or alternative suitable wrapping.
After this statutory 14 day ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please seek advice from Trading Standards or other advisory body.
Refunds
When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded.
If you paid by credit or debit card, Carpet Monster will refund the same card originally used to place and pay for the order. Refunds can take up to 14 days to process.
Cancelling an order
In addition to your normal statutory rights, subject to certain exceptions (see below) as a consumer you also have the right to cancel the contract at any time up to 14 days from the date your order is delivered to you, or if you have ordered more than one item and they are delivered on different dates, 14 days after the date of the last delivery of your order.
If your order has not been delivered and you wish to cancel it please call our sales team on 0800 5200602 and we will check whether cancellation is possible.
If your order was placed over the telephone or was placed with an estimator in your home, it has not been delivered and you wish to cancel your order, please contact the store who will check the status of your order and confirm if cancellation is possible.
Exceptions:
Your right to cancel does NOT apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size. If the goods are excluded from your right to cancel we will find out whether or not they have already been cut to your specifications and if not we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund we issue to you to cover the losses we will incur in selling your purchase as a reduced price remnant in one of our stores. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.