At Deacon Jones we pride ourselves on supplying premium quality flooring products, at great value. However, sometimes projects don't always go to plan, or you simply change your mind. Here are our easy terms for Returns and Cancellations.
Your Right to Cancel or Return Your Purchase
If you change your mind, you can cancel your order within 14 days of receiving your goods. To cancel your order before goods are shipped, you need to email us at hello@deaconjones.co.uk or call us on 01442 979676 and providing the goods have not yet left our warehouse, your order will be cancelled and a refund will be applied to your original payment method. This will be processed immediately, however please allow 5 to 10 working days for this to appear on your account.
You may still cancel an order that is already in transit (orders are in transit on the day of delivery and 24 – 48 hours before delivery), however you will be liable for the return charge back to us plus a 20% restocking fee. We will advise you of the return carriage charge and once the goods are received and back into stock, you will be refunded the amount, less the original carriage charge you paid, plus the collection carriage charge and restocking fee.
For all orders that have already been delivered, on your request, we can arrange collection within 14 days of delivery, providing the goods are returned in an unopened, unused and undamaged condition. In this instance, you, the customer, will be liable for any collection carrier charge, plus a 20% restocking fee. You will be advised of the return charge, and once the goods are received with us and added back into stock, we will issue a refund minus the original delivery charge and the return charges, to your original payment method (For orders that qualify for free delivery, the original carriage charge will be deducted and the amount will be advised to you, the customer beforehand). Before collection we ask that you document the return by taking a photo of the products you are returning before they are collected by the courier, to show they are being returned unopened and undamaged, in case of return damage by the courier. Please allow up to 14 days from the date of the return request, to receive your refund. Once we have processed your return and a refund is issued, you will receive an email notification of this.
Damaged/Faulty Goods
If, in the unlikely event, your order or parts of your order, arrives damaged or missing, you must notify us within 24 hours of delivery. We request that you sign the delivery note as damaged or missing, otherwise replacement products will be sent out but will become chargeable*. Providing they have been signed for as damaged or missing, replacement product(s) will be sent out to you on the earliest delivery date available, at no extra charge. If part of your order is missing, we will investigate with our warehouse and contact you further, before sending out your missing product(s).
Should your order arrive with a manufacturing fault**, we ask that you report this to us as soon as possible and within 14 days of delivery. At the first sign of a fault, an experienced fitter, or yourself, in cases of home installation, should 'down tools' and the fault should be reported to us immediately. We would then request that you provide us with photographic evidence and we would make the necessary arrangements to have the faulty product either collected from you or independently inspected. In some cases, you will be required to send a sample of the flooring to us for testing. If it is proven that the product is faulty, the goods would either be replaced without further cost to you or a full refund issued for the faulty packs.
* We cannot accept claims for missing or damaged goods, once the carrier has left the delivery address, unless they have been signed for as such.
**Please note, where it is deemed there is no manufacturing fault, no refund will be given and all replacement products become chargeable.
We cannot accept claims for faulty or damaged products once they have been used or fitted (This includes floors that have been laid and then taken up after fitting). In cases where a fault appears later on and after the flooring has been down for some time, please get in touch with us for further advise or refer to the Manufacturer Warranty.
Products That Cannot Be Returned
We cannot accept returns for Accessories, Glue, Liquids, Screed, Tools, Tubs, Bags and LVT Design/Feature/Inlay Strips. Special Orders cannot be cancelled, nor returned unless they are damaged or faulty. In this instance, please contact us on 01442 979676.
Failed Deliveries
You will be sent a shipping notification via email and either a text or email to advise you of the delivery date for your order. If we are unable to deliver your goods due to non-notification of weight restrictions/access issues at or near your address, where there is inadequate help available, no one is home, goods are refused or the order is cancelled whilst in transit, then you will be liable for any additional carriage charges incurred for re-delivery. Where the goods are to be returned to us, an additional 20% restocking fee will be added to the return carriage charge.
