Refund policy

Effective Date: November 01, 2026

At UK Best Carpets, we want customers to have clear information about returns, refunds, exchanges, and order-related issues. This policy explains when a return, refund, or exchange may be available and how to request assistance.

By placing an order through our website, you acknowledge the terms described below.

1. Return Eligibility

Most eligible products may be returned within 30 calendar days of delivery if they meet the following conditions:

  • The product has not been used beyond reasonable inspection.
  • The product remains in its original condition.
  • Original packaging is included where reasonably possible.
  • All included parts or accessories are returned with the product, where applicable.
  • The product has not been damaged after delivery through misuse, accidents, improper handling, or improper care.

Products that do not meet these conditions may not qualify for a full refund under our voluntary return policy.

2. Return Period

A return request must be submitted within 30 calendar days from the date your order is delivered.

Return requests received after the 30-day period may be declined, except where applicable consumer protection laws provide additional rights.

3. Return Shipping

Damaged, Faulty, or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us promptly.

Where the issue is confirmed, UK Best Carpets will cover reasonable return shipping costs by providing a prepaid return label, arranging collection, or another suitable return method.

Change-of-Mind Returns

If you decide to return an eligible product because you changed your mind, ordered the wrong item, or no longer want the product, you will generally be responsible for the direct return shipping costs, where disclosed before purchase and permitted by law.

For eligible statutory cancellations, original standard delivery charges will be refunded where required by UK consumer law.

4. Restocking Fees

We do not charge restocking fees for eligible returns.

Where the customer is responsible for return shipping, those costs remain the customer's responsibility and are not considered a restocking fee.

5. How to Request a Return

To begin a return request, please contact us at:

Email: support@ukbestcarpets.com

Telephone: +44 7869 722883

Please include:

  • Your order number
  • The product you wish to return
  • The reason for the return, where applicable
  • Photographs if the product arrived damaged, defective, or incorrect

For rugs, carpets, hallway runners, or door mats that arrive damaged, photographs of the product and packaging may help us review the issue more quickly.

Please contact us for return instructions before sending any product back.

We will provide the appropriate return address and instructions.

Customers may exercise their statutory cancellation rights without requiring prior return authorisation.

6. Refund Processing

Once your returned product is received, it will be inspected to confirm that it meets the applicable return requirements.

If the return is approved:

  • The refund will be issued to the original payment method.
  • Refunds are normally processed within 10 business days after receiving the returned product or acceptable proof of return, whichever is earlier.
  • Refunds will be issued within any shorter deadline required by applicable UK consumer law.
  • Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

If you have not received your refund within the expected timeframe, please contact us at:

Email: support@ukbestcarpets.com

7. When a Refund May Be Reduced or Declined

A refund under our voluntary return policy may be reduced or declined if:

  • The product has been used beyond reasonable inspection.
  • The product is returned damaged after delivery.
  • Parts or accessories are missing.
  • The product has been stained, altered, or improperly handled.
  • The product does not meet the applicable return conditions.
  • The return request was submitted outside the applicable return period.

Where permitted by law, a deduction may be made if handling beyond reasonable inspection has reduced the product's value.

These conditions do not override applicable statutory consumer rights.

8. Products Not Eligible for Change-of-Mind Returns

A change-of-mind return under our voluntary return policy may be declined or a refund may be reduced if:

  • A living room rug shows signs of excessive use, staining, or damage.
  • A bedroom rug shows significant wear, damage, or improper cleaning.
  • A hallway runner has been cut, altered, or damaged after delivery.
  • An entrance or door mat shows signs of excessive use, staining, or damage.
  • A carpet or rug has been permanently altered after delivery.
  • The product has been damaged through misuse, neglect, or improper handling.
  • The product is returned incomplete.
  • The return is requested outside the 30-day return period.

Products made to a customer's specifications or clearly personalised may be subject to applicable legal cancellation exceptions.

These conditions do not restrict statutory rights relating to faulty, damaged, or incorrectly supplied goods.

9. Damaged, Faulty, or Incorrect Deliveries

Please inspect your order after delivery.

If your rug, carpet, hallway runner, or door mat arrives:

  • Torn or damaged
  • Stained or marked
  • Defective
  • Incorrect in size, colour, or design
  • Different from the product ordered
  • Missing an expected item

Please contact us promptly.

Email: support@ukbestcarpets.com

Please provide your order number and photographs showing the issue where available.

After reviewing the request, we will arrange an appropriate refund, replacement, repair, or exchange, depending on the circumstances, product availability, and applicable UK consumer law.

10. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

Cancellation Contact:

Please include your order number and cancellation request.

We will make reasonable efforts to cancel your order before dispatch.

At UK Best Carpets, we offer a 30-day return policy for eligible products from the date of delivery.

If your order has already been dispatched, you may request a return in accordance with this policy and applicable cancellation rights.

11. Exchanges

Where appropriate and where stock is available, an exchange may be offered for products that:

  • Arrived damaged
  • Are defective
  • Were supplied incorrectly
  • Have an incorrect size, colour, or design compared with the order

Please contact our customer support team before returning any product for an exchange.

Availability of a replacement product cannot be guaranteed until the request is reviewed.

Where an exchange is unavailable, an appropriate alternative remedy will be offered in accordance with applicable consumer law.

12. Missing Refunds

If an approved refund has not yet appeared in your account:

  • Check your bank or card account again.
  • Contact your card issuer, bank, or payment provider.
  • Allow sufficient processing time for the transaction to appear.

If the expected processing period has passed and you still have not received the refund, please contact us at:

support@ukbestcarpets.com

Please include your order number so we can review the refund status.

13. Return Packaging

Returned products should be packaged carefully to help prevent damage during transit.

For rugs, carpets, hallway runners, and door mats, we recommend:

  • Using the original packaging where reasonably possible
  • Rolling or packaging the product appropriately for its construction
  • Using suitable protective wrapping
  • Securing the product to help prevent damage during transportation
  • Using suitable parcel packaging
  • Keeping proof of postage
  • Using a tracked return service where available

Damage caused during return shipping because of insufficient packaging may affect eligibility for a full refund where permitted by law.

14. Contact Us

If you have any questions about a return, refund, exchange, or damaged order, please contact:

Business Name: UK Best Carpets

Email: support@ukbestcarpets.com

Telephone: +44 7869 722883

Business Address: 33 High St, Brownhills, Walsall WS8 6ED, United Kingdom

Important Information

  • Return Period: 30 calendar days from delivery.
  • Customers should contact our support team for return instructions.
  • Change-of-mind return shipping costs are generally the customer's responsibility, subject to applicable law.
  • UK Best Carpets covers reasonable return costs for confirmed damaged, defective, or incorrect products.
  • We do not charge restocking fees.
  • Approved refunds are issued to the original payment method.
  • Refund Processing: Normally within 10 business days, subject to applicable statutory deadlines.
  • Original standard delivery charges are refundable for eligible statutory cancellations.
  • Customers should package rugs, carpets, hallway runners, and door mats securely when returning them.
  • Products made to a customer's specifications or clearly personalised may be subject to legal cancellation exceptions.
  • Applicable statutory consumer rights remain in effect.