Refund and Returns Policy
Returns
The following information is applicable to online sales orders only.
If you buy our flooring from any other method, then please call our head office for further information if you have any questions related to returns or cancellations.
We pride ourselves in supplying top quality goods at great value. However, sometimes things just don’t go to plan, and we understand that people change their minds.
I’ve Changed my mind
If your order has yet to be dispatched, you will have 7 days to cancel in order to receive a full refund from order date.
You must first inform us of your intention to cancel by phone on 01634563959
Return information:
Unit 8 Cliffe court
Medway city estate
Rochester
Kent
Me2 4gu
If your order has been dispatched or delivered, and you no longer want it, we’re happy to exchange or credit note to the value of your previous order within 7 days. (Excluding bespoke flooring & carpets)
Any returned items must be unopened and in their original condition to be eligible for a full exchange or credit note.
If you’d like to arrange a return, please make sure you have the relevant delivery information to hand to make your return as quick and easy as possible. You must first inform us of your intention to cancel or exchange by phone on 01634563959
Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense.
Unfortunately, any items received that are damaged or not packaged correctly will not be accepted back into stock.
If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and we will make all the necessary arrangements to have the goods replaced.
We are not obliged to accept any returns – whether partial or complete – after 7days of ordering.
Ultimately, returns are only accepted at the discretion of a management level staff member.
Once your return has been authorised by the customer services team you can bring the goods to the location supplied to you, Monday to Friday between the hours of 09:00-17:00 where our team will be happy to assist you.
Upon return we will inspect the goods, if we believe they are not in the same condition as they were sent out, we will refuse the return. However, if they appear to be in ‘new condition’ we will exchange or credit note the amount of the goods,
Restrictions
If you have any concerns, please give us a call before you order, and we will be happy to explain any restrictions on your product choice.
Goods that are ordered to your specification, for example made to order LVT flooring such as the Amtico Signature Range (manufactured on order), carpets and vinyl to your dimensions, cannot be cancelled or returned once the order is accepted.
In this case, after we have sent you our Delivery Advice email you will have entered a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract.
Once the goods have been delivered you can only return them if they are not of satisfactory quality or reasonably fit for the purpose.
Here’s a few tips on how to avoid returns in the first place, which will help you get your floor down sooner:
- Don’t order the flooring too early, either. If you want to stay within the 7 day returns period.
- Measure your room. Accurately measuring your room can reduce the need to buy more flooring, if you’ve got any questions, simply give us a call and we’ll help you out.
- Double check your accessories. In most cases, we also supply accessories which match the floors on the site. Often, these are automatically suggested once you add your flooring to the basket, however, if you have any concerns or confusion about which accessories do and do not match, please give us a quick call just to check and we’ll happily advise you.
Refunds
We aim to refund customers within 7 days in the case of orders cancelled before dispatch as soon as we receive written confirmation of your intention to cancel your order.
Under the rare circumstances that we cannot fulfil your order due to manufacturer fault a Full refund will be processed within 7 days by a confirmed management level staff member.
The refund will be made back to the card used to make the initial payment.
Delivery charges are non-refundable.
Our right to cancel your order
Lion flooring suppliers have the right to cancel your order if:
- We deem the transaction to be fraudulent
- If the order is made from a county, island, or country which we do not offer deliver to.
- We have insufficient stock of the product(s) ordered or unknown to us the product(s) has suddenly become discontinued
- A pricing or typing error has occurred in the display of the product ordered, which is untrue to the correct information or price.
