Nufloors online flooring

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Refund Policy

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.
This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase—e.g. your receipt.

When a consumer rejects or returns goods

A consumer must tell you if they intend to reject goods, and explain why. They must:

  • return the rejected goods to the supplier, or
  • ask the supplier to collect the rejected goods, if the goods cannot be returned without significant cost to the consumer.

A consumer cannot reject goods when:

  • the goods have been thrown away, destroyed, lost or damaged through no fault of the supplier, after delivery to the consumer
  • the goods have been attached to other property and cannot be removed without damage. For example, removing wallpaper will damage it
  • too much time has passed. The right to reject the goods runs from the date of supply to the consumer, until the fault or problem would reasonably be expected to appear. This depends on:
    • the type of goods
    • how a consumer is likely to use the goods
    • the length of time the goods could reasonably be used, and
    • the amount of use the goods could reasonably be expected tolerate before the problem or fault became apparent.

Who is responsible for returned goods?


When the consumer tells you they are returning the goods, the goods become your property. You are responsible for any loss or damage to the goods from this time. The consumer must return the goods to you unless the cost of returning, removing or transporting is significant – for example, the size makes transportation costly. If so, you must collect the goods at your own expense and within a reasonable time. Examples of goods you would have to collect:

  • a 127 cm LCD TV
  •  a bed
  • a swimming pool filter connected to a pool by fixed pipes
  • an extension ladder stuck in the extended position.

Refunds

You must repay any money paid by the consumer for the returned goods, and return any other form of payment made by the consumer – for example, a trade-in. If this is not possible, you must refund the consumer the value of the item. You must not:

  • offer a credit note, exchange card or replacement goods instead of a refund. A consumer cannot accept this kind of offer
  • refuse a refund, or reduce the amount, because the goods were not returned in original packaging or wrapping.

Replacements

You must provide goods of the same type and similar value. If such a replacement is not reasonably available, the consumer may choose a repair or a refund. The consumer must return goods to you. If this involves significant cost to the consumer, you must collect the goods at your own expense. The consumer guarantees that applied to the original goods will apply to the replacements. For example, a consumer buys a new mobile phone. Due to a problem, the supplier replaces it. Consumer guarantees apply to the replacement phone as if it were a new mobile phone.