In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.
Suspected faulty Item
In the first instance please speak to Technical Support on 0121 270 8883 we will do our best to assist or to provide a replacement once the item has been returned where necessary.
Item missing or incorrect item sent
Should you receive goods that do not correspond with the description of the ordered goods then you should contact Customer Services on 0121 270 8883 within 3 days of receiving the order.
Signing for goods
All larger items must be checked on delivery before signing for the item. If the item packaging looks damaged, please refuse the delivery and contact our Customer Services department on 0121 270 8883
For mail order goods only. In the event that you receive a damaged item, speak to Customer Services on 0121 270 8883 within 72 hours of receiving the order. A replacement will not be sent until the damaged item has been returned and inspected.
Unwanted Or Incompatible Goods
If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 14 working days of receipt starting the day after delivery by informing Fix-A-Floor in writing (email, fax or letter) and we will give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, complete and in a condition reflecting your statutory duty of care (at your own cost). Returns must be made within 14 days of issue of your returns authorisation which will be issued when you contact customer services.
In order to return the goods to us you must firstly obtain a Return Merchandise Authorisation number (RMA) from our Customer Services on 0121 270 8883 or e-mail us via the contact form on the website. The return will be authorised once the RMA is issued and you should then return the goods at your own cost and risk.
It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
When returning Items
All returned items must be in original packaging. Fix-A-Floor UK will not be liable for any damage to items that are not adequately packaged and damaged in transit to Fix-A-Floor UK.
Please ensure that you enclose:
- Your RMA number
- Details of why you are returning the item
- All packaging
Please Note, if products purchased from Fix-A-Floor are found returned faulty due to accident, neglect or misuse you will not be able to return the item to us. This does not affect your statutory rights. Any items returned not due to manufacturer fault will not be refunded and you will be liable to arrange return of these items back.
If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail firstname.lastname@example.org or write to the registered address below:
79 Blackford Road
Tel: 0121 270 8883
Re-sellers, Corporate and Education and Business Customers
A variation of the above returns policy is applicable for re-sellers and Corporate and Education customers. For further details, please contact the Returns Department at the address listed.
Frequently asked questions (FAQ’s)
Q. How long will it take for me to get a replacement item if I send a faulty Item back?
A. If you suspect an item to be faulty, please contact us for a Returns authorisation number. The product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 days. Once the fault has been clarified a replacement will be sent out.
Q. Can I have a refund for a non faulty item?
A. We will offer a full refund for an item returned within 28 days of receipt starting the day after delivery (You must notify us within 14 days of receipt of your goods), these must be returned unused and in a condition reflecting your statutory duty of care. After 28 days, our policy is to replace or credit only. Returns may be possible but an admin charge will be charged dependent on the length of time.
Q. If the item is faulty within 30 days, can I have a refund?
A. Yes, we will offer a full refund on the condition that the item is returned in the original condition that you received it.
Q. I purchased a defective item, can I have a refund on postage?
A. We will refund postage or arrange returns labels on defective items within 30 days of purchase, please contact us for any issues with items you have purchased.