Returns & refunds

This page explains how to cancel an order, return items and get a refund from Severn Valley Carpet and Flooring. It sits alongside our terms and conditions and does not affect your legal rights as a consumer.

If you ordered online, by phone or by email, or signed your order at home after a home visit, you can cancel within 14 days without giving a reason:

• Goods: within 14 days, starting the day after they are delivered.
• Services such as fitting: within 14 days, starting the day after you place your order.

To cancel, tell us clearly by email at svcarpetandflooring@gmail.com, by phone on +44 7351249067 or +44 7351249087 or by letter to 98A Mill Street, Kidderminster, United Kingdom, DY11 6XG. We can send you a cancellation form, but you do not have to use one.

• Carpet, vinyl and other flooring cut from the roll to your measurements.
• Products made or ordered in specially to your specification or size.
• Fitting and other services that have been fully completed at your request.

We will always tell you before you order if an item falls into one of these groups. If an item is faulty, you still have your full legal rights (see “Faulty or damaged items” below).

The 14-day right to cancel does not apply to orders made face to face in our showroom.

[Goodwill returns for showroom purchases — add in theme editor]

Your rights if an item is faulty are not affected.

• Please return items within 14 days of telling us you are cancelling. You can bring them to our showroom at 98A Mill Street, Kidderminster, United Kingdom, DY11 6XG or contact us to arrange a collection.
• Items should be unused and uncut, in their original packaging, and in a condition we can sell again.
• Unless the items are faulty or not as described, you pay the cost of returning them. [Cost of collecting large items — add in theme editor]

If items have been handled more than was needed to inspect them, for example unpacked, cut or fitted, we may reduce your refund to reflect their loss in value.

• We refund the price of the items and the standard delivery charge you paid.
• We refund you within 14 days of receiving the items back, or of receiving evidence that you have sent them, whichever is sooner. If we have not delivered the items yet, or your order is for services only, we refund you within 14 days of you telling us you are cancelling.
• Refunds go back to the payment method you used. Your bank or card provider may take a few extra working days to show the money in your account.
• If you asked us to start fitting work within the 14 days and then cancel, we will deduct a fair amount for the work already done.

[Deposits on made-to-measure orders — add in theme editor]

This does not affect your right to cancel where the law gives you one.

If something is faulty, damaged or not what you ordered, please tell us as soon as possible and do not fit it. Under the Consumer Rights Act 2015, you are entitled to:

• a full refund if you tell us within 30 days of delivery;
• a repair or replacement after 30 days and, if that does not fix the problem, a refund or a price reduction;
• have fitting work put right at no cost to you if it was not carried out with reasonable care and skill.

For faulty items, we collect them or pay reasonable return costs. Please send us photos of the problem and your order number so we can sort it out quickly.

Some characteristics are a normal part of flooring and are not faults, for example slight shade differences from samples, pile shading on carpet, fluff shedding from new carpet and visible seams where widths are joined.

To cancel, return an item or ask about a refund, please contact us:

• Phone: +44 7351249067 or +44 7351249087
• Email: svcarpetandflooring@gmail.com
• Showroom: 98A Mill Street, Kidderminster, United Kingdom, DY11 6XG

You can also read our shipping and delivery policy.