Refund policy
Refund & Returns Policy
This Refund & Returns Policy applies to purchases made from Select Line Professional Flooring, operated by Select Line Carpets & Floorings Limited.
We supply flooring products including boxed flooring, luxury vinyl tile (LVT), laminate flooring, engineered wood flooring, accessories, and selected textured flooring products such as faux sisal, natural-look loops and manmade flatweaves.
Please read this policy carefully before placing an order. Flooring products are often heavy, batch-sensitive and, in some cases, cut specifically to your requirements.
1. Your Statutory Rights
Nothing in this policy affects your statutory rights.
If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, refund or other remedy under UK consumer law.
If you believe an item is faulty or has been supplied incorrectly, please contact us as soon as possible using the details below.
Email: info@selectline.co.uk
Telephone: 01793 618666
2. Cancelling an Online Order
If you are a consumer purchasing online, by phone or by email, you usually have the right to cancel your order within 14 days of receiving your goods, unless the goods fall within an exemption such as products made to your specification or cut to your required size.
To cancel an order, you must contact us within 14 days of receiving your goods.
Once you have notified us that you wish to cancel, you then have a further 14 days to return the goods to us.
To request a cancellation or return, please email:
info@selectline.co.uk
Please include:
- Your name
- Order number
- Product name
- Reason for return
- Photographs of the goods, if relevant
3. Boxed Flooring Products
Boxed flooring products may include LVT, laminate flooring, engineered wood, rigid core flooring, underlay and accessories.
Boxed flooring products may be returned under your cancellation rights provided they are:
- Unused
- Not installed
- Not cut, altered or damaged
- Returned with all original packaging where possible
- In a condition suitable for resale
You are entitled to inspect goods in the same way you would in a shop. However, if goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, incomplete or unsuitable for resale, we may reduce the refund to reflect the loss in value.
Please do not install, cut or alter flooring if you intend to return it. Once flooring has been installed, cut or altered, it will usually be treated as accepted unless the issue relates to a fault that could not reasonably have been identified beforehand.
4. Faux Sisal, Flatweave and Cut-Length Flooring
Some textured flooring products, including faux sisal carpets, flatweaves, natural-look loops and similar roll-based products, may be cut specifically to your required length, width or measurements.
Products that are cut to your specification, made to measure, or specially prepared for your order cannot usually be cancelled or returned unless they are faulty, damaged on arrival, or supplied incorrectly.
This includes, but is not limited to:
- Faux sisal carpet cut to a specified length
- Flatweave or textured flooring cut from a roll
- Stair runners cut, edged or prepared to order
- Any flooring product altered or prepared to your specific requirements
Please check all measurements carefully before placing an order for cut-length or made-to-measure flooring. If you are unsure, please contact us before ordering.
5. Special Order Products
Some products may be ordered specifically from a manufacturer or supplier for your order.
Where a product is a standard boxed product and has not been made to your specification, your normal consumer cancellation rights may still apply.
Where a product is made to measure, cut to size, specially altered, personalised or otherwise prepared specifically to your requirements, it cannot usually be cancelled or returned unless faulty or supplied incorrectly.
We will clearly advise where a product is made to order or cut to your specification where this affects your cancellation rights.
6. Damaged Goods and Delivery Issues
Please inspect all goods carefully on delivery.
If goods arrive damaged, please notify us as soon as possible, ideally within 48 hours of delivery. This helps us resolve issues quickly with the manufacturer, supplier or delivery team.
Please provide:
- Your order number
- Clear photographs of the damaged product
- Clear photographs of the packaging
- A description of the issue
If goods are visibly damaged at the point of delivery, please notify the delivery driver where possible and contact us immediately.
Do not install damaged goods. Installation may affect our ability to inspect the goods and resolve the issue.
7. Incorrect Goods Supplied
If we have supplied the wrong product, colour, quantity or specification, please contact us as soon as possible.
We will arrange an appropriate resolution, which may include replacement, collection, refund or another agreed remedy.
Please do not install, cut or alter incorrectly supplied goods.
8. Colour, Batch and Shade Variation
Flooring products can vary slightly between manufacturing batches. Natural and wood-effect products may also contain design variation as part of their intended appearance.
Images on our website are for guidance only. Screen settings, lighting conditions and photography can affect how colours appear.
We strongly recommend ordering samples before placing a full order.
Please check that the product, colour, batch and quantity are correct before installation. We cannot usually accept returns for colour preference or batch variation once goods have been installed, cut or altered, unless the goods are faulty or not as described.
9. Returns Process
Please do not return goods without contacting us first.
To request a return, email:
info@selectline.co.uk
If your return is accepted, we will provide instructions for returning the goods.
Returned goods must be suitably packaged and protected during transit. You are responsible for ensuring the goods are returned safely.
For change-of-mind returns, the customer is responsible for the cost of returning the goods unless we agree otherwise.
Due to the size and weight of flooring products, standard parcel return services may not be suitable. We may be able to arrange collection in some cases, but a collection charge may apply.
Returns address:
[Insert your returns address here]
10. Refunds
Once returned goods have been received and inspected, we will confirm whether the return has been approved.
Approved refunds will be processed back to the original payment method.
Where a refund is due under your statutory cancellation rights, we will refund you within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have returned them.
Where applicable, we will refund the standard delivery cost. If you selected a premium or enhanced delivery option, we only need to refund the cost of standard delivery.
We may reduce a refund if goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, incomplete or unsuitable for resale.
11. Items That Cannot Usually Be Returned
Unless faulty, damaged on arrival or supplied incorrectly, we cannot usually accept returns for:
- Flooring that has been installed
- Flooring that has been cut, altered or fitted
- Products made to your specification
- Cut-length faux sisal, flatweave or roll-based flooring
- Made-to-measure stair runners or edged products
- Products not returned in a resaleable condition
- Products damaged after delivery due to storage, handling or installation
12. Trade and Business Customers
If you are purchasing as a trade or business customer, different terms may apply.
Business-to-business purchases are not covered by the same cancellation rights as consumer distance sales.
Trade and business orders may be treated as final once accepted, unless goods are faulty, damaged on arrival or supplied incorrectly.
Please contact us before ordering if you are unsure whether your purchase is being made as a consumer or business customer.
13. Contact Us
If you have any questions about returns, refunds or product suitability, please contact us before placing your order.
Select Line Carpets & Floorings Limited
Trading as Select Line Professional Flooring
Email: info@selectline.co.uk
Telephone: 01793 618666
Website: www.selectline.co.uk
Registered address:
[Insert registered company address]
Company number: [Insert company number]
VAT number: [Insert VAT number, if applicable]