We want every customer to be happy with their new flooring and the service they receive from Simple Pay Carpets. Because flooring products are often ordered, cut and prepared specifically for each property, returns and refunds are handled differently to standard retail products.

Custom and Made-To-Measure Products

Most flooring supplied by Simple Pay Carpets is cut or prepared specifically for the customer’s property.

Under UK consumer law, custom or made-to-measure goods are generally not eligible for returns or refunds once materials have been ordered, cut or prepared.

This includes carpet, vinyl, laminate flooring and underlay that has been ordered specifically for an installation.

Deposits

Deposits are required to secure an order and allow materials to be ordered from suppliers.

Once materials have been ordered, deposits are non-refundable.

This is because materials are purchased and prepared specifically for the customer’s installation.

Cooling-Off Period

If an order is agreed in the customer’s home, UK consumer law may provide a 14-day cooling-off period.

During this period the customer may cancel the agreement unless:

• Materials have already been ordered or cut
• The customer has requested work to begin within the cooling-off period

If materials have already been ordered or work has started, cancellation rights may no longer apply.

Installation Issues

If there is an issue with installation workmanship, please contact us as soon as possible.

We will review the issue and, where appropriate, arrange an inspection or coordinate with the installer to resolve the matter.

Faulty or Damaged Materials

If a product supplied is faulty or damaged, we will work with the manufacturer or supplier to resolve the issue.

Depending on the circumstances, this may include:

• Replacement materials
• Repair or correction of installation
• A partial or full refund where appropriate

Product Variations

Natural variations in colour, shade or texture can occur between manufacturing batches of flooring products.

These variations are considered normal within the flooring industry and are not classed as faults.

Reporting an Issue

If you believe there is an issue with your flooring or installation, please contact us as soon as possible.

• Phone: 0330 133 0085
• Email: info@simplepaycarpets.co.uk

Please include your name, address, postcode and photos where possible so we can review the issue quickly.

Payment Plan Orders

If the order is part of a staged payment plan, refunds and cancellations are subject to the terms outlined in the Staged Payment Supply & Installation Agreement.

Once materials have been ordered or installation preparations have begun, payments may become non-refundable in accordance with that agreement.