Returns
Flooring & Tiles
In the unlikely scenario your new flooring arrives, and something isn’t right, our 14 day returns guarantee on all orders has got you covered. We understand that sometimes you change your mind, so here’s everything you need to know about returning your order:
Please note: no matter your return reason, please contact us before sending your item(s) back to us, so your return can be processed as quickly as possible.
I’ve changed my mind
If your order has yet to be dispatched, you will have up to 14 days to cancel in order to receive a full refund.
If your order has been dispatched or delivered, however you no longer need it, we’re happy to accept this back. Our 14 day returns guarantee means you can return your order within 14 days from the date of delivery. Any returned items must be unopened and in their original condition to be eligible for a full refund.
If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your sales order number (this can be found on your order confirmation email)
- Your contact details
Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 14 days.
I’ve got leftover packs
If you’re left with any spare, complete packs after installation, you can easily return these to us within 14 days from date of delivery. These must be returned unopened, in their original condition and packaging.
If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your sales order number (this can be found on your order confirmation email)
- Your contact details
Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 14 days.
My order arrived damaged
In the unlikely event your order arrives damaged, please accept the delivery and sign for the goods as damaged. At your earliest convenience, please get in touch with our Customer Care team to arrange a suitable replacement or to request a refund.
If you notice a problem after signing for delivery, then please contact us at the earliest opportunity to arrange a replacement or refund and we’ll get this arranged for you. We do advise you check your packs upon arrival to avoid any unnecessary delays with your project.
If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your sales order number (this can be found on your order confirmation email)
- Your contact details
- Photos or videos of the damage/fault
Please note: You’ll be required to provide visual evidence of the fault before your replacement or refund can be processed.
A replacement will be sent out to you at the earliest available delivery date. If you’ve requested a refund, this will be processed within 14 days. You will not be expected to return the damaged packs to us, please dispose of these safely.
Rugs
Rug Culture
Returns + Exchanges Policy
WHAT can be returned?*
All purchased items can be returned.
WHEN do items need to be returned by?
You have 14 days from the date of purchase to return the purchased rugs, we do not accept any returns after this time period.
WHERE do items need to be returned to?
Purchased items can be returned by collection of 3rd party courier only
HOW do customers return items?
To return any purchased items please email [email protected] within 14 days of the purchase date and you will receive a return authorisation number.
SHIPPING for returns?
Arranging delivery to our Alexandria warehouse and all of its associated costs on returns is the responsibility of the customer. (There is no restocking fee)
CREDIT for returns?
Upon receiving the unused returned item(s) in its original condition we will issue a refund by crediting your original payment method within a week. In the event that you wish to cancel the order before your purchased item(s) have been dispatched, we reserve the right to deduct the merchant fees incurred from the transaction from your refund amount.
DAMAGED or lost returns?
Return insurance, lost in transit & damages are the customers responsibility when returning. If any damage to the rug is apparent when the rug is received at our warehouse, we are unable to process your return and refund but instead we can quote you for a re-delivery back to your address.
HOW do customers exchange purchased items?
To exchange any purchased items follow the above steps to return the purchased item(s) for full refund and then purchase the desired item(s) directly on the website again.
What happens if you wish to cancel while item(s) are in transit?
If an order is cancelled whilst in transit with the courier company, you will have to wait until the item(s) arrive to you and then you can initiate the return procedure following the above guidelines.
Packing materials?
Items will need to be in its original packaging for returns, and must be unused and its original condition.
Bayliss
Returns + Exchanges Policy
Our rugs are handmade, and machine made and do not come with an unconditional warranty or guarantee. Bayliss will replace or repair your rug if it has a manufacturer’s defect within 12 months of the purchase, provided the rug was correctly used and has been maintained in accordance with our care instructions which your can find on the label located on the back of the rug. Bayliss reserves the right to repair any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void your claim. This warranty does not apply to rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years. A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations. To make a claim, you must contact the place of purchase and provide photos to support the claim. The claim requires an invoice number, date of purchase, copy of receipt and the details of the place of purchase.
Contact us
If you’d like to arrange a return, please get in touch with us in a way that suits you, whether that be:
Live Chat to us
Send Email
Customer Care hours:
Call centre – Mon – Fri 9am – 5pm | Sat & Sun Closed
Live Chat – Mon – Fri 9am – 5pm | Sat 9am – 3pm | Sun Closed
If you would like to get in touch with us outside of these hours, please send us email or Live Chat services and we will aim to get back to you as soon as possible.