Refund & Returns Policy

At Fresh Start Carpets & Flooring, we want every customer to be happy with their purchase and installation. Please read our refund and returns policy carefully before placing an order.

Standard Products

Unused, unopened, and non-customised products may be eligible for return within 14 days of purchase, provided they are in their original condition and packaging.

Customers are responsible for return costs unless the item is faulty or supplied incorrectly.

Cut-to-Size, Bespoke & Special Order Products

Carpets, vinyl, flooring, underlay, and other materials that have been cut, measured, ordered, or prepared specifically for your property are made to your requirements.

Once these products have been cut or specially ordered, they cannot normally be cancelled, returned, or refunded unless they are faulty, damaged, or not as described.

Deposits & Cancellations

Deposits may be required to secure materials, fitting dates, or special orders.

If you cancel before materials have been ordered or cut, we will review whether your deposit can be refunded.

Once materials have been ordered, cut, or allocated to your job, some or all of the deposit may become non-refundable to cover costs already incurred.

Fitting & Installation Services

If fitting or installation work has already started or been completed, refunds will not normally be provided simply because you change your mind.

If you believe there is an issue with the fitting, please contact us as soon as possible so we can inspect the work and, where appropriate, arrange a repair or other suitable solution.

Faulty or Damaged Products

If your flooring or carpet is faulty, damaged, or not as described, please contact us as soon as possible with details of the issue and photographs where appropriate.

Where a genuine fault is confirmed, we will offer an appropriate remedy, which may include repair, replacement, or refund in accordance with your legal rights.

Colour, Shade & Appearance

Flooring materials can vary slightly in colour, shade, texture, grain, or pattern between samples and the final product.

These natural or manufacturing variations are not normally considered faults.

Customers should also be aware that lighting, room size, wall colours, and screen displays can affect how flooring appears.

Measurements

Where customers provide their own measurements, they are responsible for ensuring those measurements are accurate.

We cannot normally refund specially cut or ordered materials where incorrect measurements were supplied by the customer.

We recommend using our measuring service wherever possible.

Refund Processing

Where a refund is approved, it will normally be returned using the original payment method.

Please allow a reasonable period for the refund to be processed by your bank or payment provider.

Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Contact Us

If you have any questions about a return, refund, cancellation, or fitting issue, please contact Fresh Start Carpets & Flooring before returning any goods or arranging any third-party repairs.