1. Consumer Customers (Private Individuals)
This section applies to customers purchasing goods as consumers under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Cancellations
Orders may be cancelled for a full refund before the goods have been dispatched for delivery or collection.
For online, telephone, or distance purchases, consumers may also have the right to cancel eligible orders within 14 days of receiving the goods, subject to statutory exclusions.
The right to cancel does not apply to:
- bespoke or made-to-order products;
- goods cut, mixed, tinted, or customised to customer specification;
- perishable goods; or
- sealed products that are not suitable for return once opened for hygiene or safety reasons.
Returns
Consumers may return eligible goods within 14 days of delivery or collection, subject to proof of purchase.
Returned goods must:
- be unused and uninstalled;
- be in resalable condition;
- include original packaging where applicable; and
- be returned with all supplied accessories and documentation.
Returns are made at the customer’s expense unless:
- the goods are faulty;
- the goods were supplied incorrectly; or
- otherwise required by law.
Trades Centre may offer a collection service for an additional charge.
Customers are responsible for ensuring returned goods are adequately packaged and safely returned. Trades Centre cannot accept liability for goods lost or damaged during return transit.
Flooring Products
Customers must inspect all flooring products carefully before installation. Natural variation in colour, shade, grain, texture, and finish is inherent in many flooring products and does not constitute a defect.
No claims for visible defects, incorrect goods, or shade variation can be accepted once the product has been installed.
Customers are responsible for ordering sufficient quantities, including reasonable allowance for wastage. Trades Centre cannot guarantee exact batch matching on additional orders placed later.
Faulty or Defective Goods
Any suspected manufacturing fault or defect should be reported as soon as reasonably possible after discovery.
Trades Centre reserves the right to inspect the goods and investigate the claim before approving any refund, replacement, or compensation. This investigation may be carried out by Trades Centre or the manufacturer and may include:
- photographs or videos;
- inspection visits;
- provision of product samples; or
- collection of goods for testing.
Products suspected to be faulty must not be installed or further used after the issue has been identified, as continued installation or use may invalidate the claim.
Nothing in this policy affects your statutory rights.
2. Trade Customers (Business-to-Business Sales)
This section applies to purchases made in the course of business, trade, or professional activity.
Cancellations
Orders may only be cancelled with written agreement from Trades Centre.
Special-order, bespoke, non-stock, cut-to-size, tinted, or customised goods cannot be cancelled once processing or procurement has begun.
Returns
Returns may be accepted at Trades Centre’s discretion within 14 days of delivery or collection and must be authorised in advance.
Returned goods must:
- be unused and uninstalled;
- be in full resaleable condition;
- include original packaging; and
- be accompanied by proof of purchase.
Returned goods are sent back at the customer’s expense unless otherwise agreed.
Trades Centre may refuse returns that:
- are damaged;
- are incomplete;
- are not in resaleable condition; or
- fall outside the permitted return period.
Accepted returns may be subject to:
- handling charges;
- manufacturer restocking fees; and/or
- collection charges.
For flooring products and special-order items, a restocking charge of up to 25% may apply.
Delivery charges are non-refundable.
Inspection and Installation
Trade customers are responsible for inspecting all goods before cutting, processing, installation, or onward supply.
No claims for:
- visible defects;
- incorrect specification;
- colour or shade variation; or
- shortages
will be accepted once the product has been installed, cut, processed, or otherwise used.
Manufacturing Faults
Any suspected manufacturing fault must be reported immediately upon discovery and before further installation or use.
Trades Centre reserves the right to inspect the goods and arrange investigation by either Trades Centre representatives or the manufacturer before determining any remedy.
Trades Centre’s liability for defective goods shall be limited, at its option, to:
- replacement of the goods;
- repair;
- refund of the purchase price; or
- other remedies required by applicable law.
Trades Centre shall not be liable for:
- installation costs;
- removal costs;
- loss of profit;
- business interruption; or
- indirect or consequential losses,
except where liability cannot legally be excluded.
