Refund and Cancellation Policy

Your 14 day cancellation right

Where you agree a contract with us in your home or elsewhere away from our premises, the Consumer Contracts Regulations 2013 give you 14 days to cancel without giving a reason. Email info@alexfloors.com within that window and we will refund what you have paid. If you asked us in writing to start work inside the 14 days, we may charge for the work already carried out and for bespoke material already ordered.

Cancelling after 14 days

• More than 14 days before the start date: full refund of your deposit, less the cost of any bespoke material already ordered
• Between 3 and 14 days before the start date: 50 percent of the deposit is retained to cover the lost booking
• Less than 3 days before the start date: the deposit is non refundable

Rescheduling

One free move is allowed if you give at least 7 days notice. Later changes, or a second move, carry a £100 rescheduling charge to cover crew time we cannot fill.

If we cancel

If we cancel or cannot complete for any reason, you receive a full refund of everything paid for work not carried out, within 14 days. Where we can, we will offer alternative dates first.

Materials

• Unopened stock material can be returned within 14 days of delivery
• Bespoke, cut to size and custom stained material is non returnable once ordered
• Opened packs that have been stored in unsuitable conditions cannot be returned

Faulty work

Report any defect within 14 days of completion and we will inspect and put it right at no cost. This sits alongside your rights under the Consumer Rights Act 2015 and our 5 year workmanship warranty.

How refunds are paid

Refunds are made by bank transfer to the account used for payment, within 14 days of the refund being agreed.

Contact

For anything relating to a cancellation or refund, email info@alexfloors.com or write to us at 14 Red Row, Hollow, Stockport SK9 5GF.