Changing your mind
If you order from us by phone, email or this website, or agree an order with us at your home, you can usually cancel goods within 14 days without giving a reason. The 14 days start the day after the goods are delivered to you or someone you name. If an order arrives in parts, they start the day after the last part arrives.
To cancel, tell us clearly within that time: email Info@jamesmackenzieflooring.com or call 07948 604069. You can use the short form below, but you don't have to, and you don't need our approval. A clear message sent within the 14 days is enough. Contact us for return instructions.
Send the goods back, or hand them to us, within 14 days of telling us. For change-of-mind returns you pay the cost of returning the goods. For goods that cannot normally be returned by post, we will give you an estimated return cost before you order. If you agreed the order with us in person at your home and the goods were delivered to your home at that time, and they cannot normally be returned by post, we will collect them at our cost.
We'll refund what you paid for the goods, including delivery at our standard rate, within 14 days of getting the goods back or of you showing proof you sent them, whichever is sooner. If you chose a more expensive delivery option than our standard one, we refund the standard amount. Refunds go back the way you paid unless we agree otherwise.
You can handle the goods as you would in a shop to check them. If they are handled beyond that, or damaged, and lose value as a result, we may reduce your refund by that loss of value. We do not charge cancellation or restocking fees when you exercise your statutory right to cancel.
Standard stock items
Laminate, LVT, carpet tiles, underlay, adhesives, screeds, door bars, gripper and other standard stock items are covered by the 14-day right to cancel above. Our own supplier's terms do not change your rights.
Made-to-measure carpet and vinyl
Where carpet or vinyl is genuinely made to your individual measurements and qualifies as made to your specification, the 14-day change-of-mind cancellation right does not apply once we accept your order, even if cutting has not started. We will explain this before you order. Your rights for faulty or misdescribed goods are not affected.
Fitting
If we agree fitting with you at your home or by phone, email or this website, you can usually cancel the fitting within 14 days of agreeing it. We will only start fitting within those 14 days if you expressly ask us to (in writing, such as by email, where the fitting was agreed at your home). If you then cancel, you pay a proportionate amount for fitting already carried out, provided we gave you the required information about this before you agreed. If the fitting is fully completed within the 14 days at your request, and you acknowledged that you would lose the right to cancel once it was complete, you can no longer cancel the fitting. Starting the fitting early does not remove any right you have to cancel the goods.
Faulty, damaged or wrong goods
This does not affect your legal rights. If goods are faulty, damaged or not as described, contact us as soon as you can. Within 30 days of delivery you can reject them for a full refund. After that you are entitled to a repair or replacement and, if that doesn't put things right, a refund or price reduction. We pay reasonable return costs for faulty or wrong goods. Photos help us sort things out quickly, but they are not required to make a claim. Fitting work must be carried out with reasonable care and skill; if it isn't, tell us and we will put it right.
Cancellation form (optional)
Copy this into an email to Info@jamesmackenzieflooring.com:
To James Mackenzie Flooring (Info@jamesmackenzieflooring.com): I hereby give notice that I cancel my contract for the following goods / service: [details]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date].
Contact
Email Info@jamesmackenzieflooring.com or call 07948 604069.