Refund policy
This Returns and Refunds Policy applies to purchases made from Interiors By Sutton Ltd online or by telephone and forms part of our Terms and Conditions. It should be read alongside our full Terms and Conditions. This policy complies with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Your Right to Cancel (Change of Mind — Distance Sales)
If you are a consumer purchasing online or by telephone, you have the legal right to cancel your order within 14 days of the day after you receive the goods (or the last item, if delivered in separate shipments), without giving any reason. To exercise this right, you must notify us in writing within the cancellation period by contacting support@interiorsbysutton.com.
Goods must be returned within 14 days of notifying us of your cancellation. Items must be unused, uncut, unfitted, and unaltered, and must be returned in their original condition and original packaging. We may make a deduction from your refund if the goods have been handled beyond what is reasonably necessary to inspect them.
The 14-day cooling-off right does not apply to:
- Carpets, rugs, runners, remnants, or flooring cut to your specification.
- Bespoke or personalised items.
- Perishable goods.
- Items unsealed after delivery that cannot be returned for hygiene reasons.
- Items clearly marked as "Final Sale", "Clearance", "End-of-Line", or "Non-Returnable" at the time of purchase.
2. Delivery Charges on Cancellation
Where you cancel an order under your statutory 14-day right and the goods have already been despatched, the standard outbound delivery charge is non-refundable. We will refund the cost of the goods and any basic delivery charge paid, up to the cost of our least expensive standard delivery option, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where you selected an enhanced delivery option (such as Threshold Delivery or Jump the Queue — Express Delivery), any additional charge above the standard kerbside delivery rate is non-refundable on cancellation, as this element of the service will have been performed or partially performed at the time of cancellation.
Where an order has not yet been despatched at the time of cancellation, a full refund of the goods and all delivery charges will be issued.
3. Faulty, Damaged, or Misdescribed Goods
Your statutory rights under the Consumer Rights Act 2015 are unaffected by this policy. If goods are faulty, damaged on delivery, or not as described, you are entitled to a repair, replacement, or refund.
If an item appears faulty or damaged, do not cut, fit, assemble, or alter it in any way (for example, do not cut carpets or assemble stair rods), as doing so may affect your eligibility for a remedy. Please contact us at support@interiorsbysutton.com as soon as reasonably practicable and before arranging installation or fitting.
Where a fault is confirmed, we will arrange collection and provide a repair or replacement at no additional cost to you. In some cases, you may be entitled to a full refund under the short-term right to reject, generally exercisable within 30 days of delivery.
The following are not considered faults and do not give rise to a right of return or refund: natural variations in colour or shade, pile pressure marks, shading, surface irregularities, and other characteristics inherent to hand-made carpets, artisan products, and remnants, as described in our Terms and Conditions.
4. Refund Timescales and Method
Where a refund is due, it will be processed within 14 days of us receiving the returned goods, or within 14 days of us receiving evidence that the goods have been returned, whichever is the earlier. All refunds are issued to the original payment method. We are unable to issue refunds to a different card, account, or payment method.
5. Restocking Fees and Return Costs
For eligible consumer cancellations within the 14-day cooling-off period, no restocking fee applies, provided items are returned unused, uncut, unfitted, and in their original condition. You are responsible for the cost of returning the goods to us unless otherwise agreed in writing.
Where we agree, at our discretion, to accept an unwanted return outside the statutory cooling-off period, a restocking fee of 5% of the item value may be applied and deducted from the refund. The customer is responsible for all return shipping costs in such cases.
We offer a returns collection service for a flat fee of £49.98, regardless of load size, for non-faulty returns. Where goods are confirmed to be faulty, damaged on delivery, or misdescribed, we will cover reasonable collection costs and no restocking fee will apply.
6. Substitutions
In rare cases where manufacturer specifications change, we may supply a comparable alternative product. If you are not satisfied with a substitution, you may return the item within 30 days for a full refund, provided it is unused and unaltered.
7. Returns Preparation and Kerbside Collection
All returns must be securely wrapped, suitable for safe transport, and ready for kerbside collection at the agreed collection time.
Kerbside collection ready means that returned goods are securely packaged and positioned at the kerbside so that they can be collected safely at the scheduled time. Items should only be placed outside shortly before the agreed collection window and no earlier than 30 minutes in advance. Items must not be left outside unattended or exposed to the elements ahead of time.
Where items are heavy or bulky, you may be required to arrange assistance with loading. Interiors By Sutton accepts no liability for loss, damage, or deterioration to goods left outside before the agreed collection time.
8. Carpet Remnants, Roll Ends, and End-of-Line Products
Carpet remnants, roll ends, short lengths, and end-of-line products are supplied from limited, non-repeatable stock. Where a remnant is cut to order, supplied in a customer-selected length, or otherwise made to your specification, the statutory 14-day cooling-off right does not apply, as the item has been made to your specification in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
Where a remnant is sold as a fixed, pre-cut size with no modification, the 14-day cooling-off period may apply, provided the item is unused, uncut, unfitted, and returned in its original condition.
Remnants cannot be returned or refunded where:
- the item has been cut, altered, fitted, or an attempt has been made to fit it;
- the item has been damaged after delivery;
- the return is based on colour, shading, pile direction, or appearance that was clearly described prior to purchase; or
- the item was marked as "Final Sale", "Clearance", "End-of-Line", or "Non-Returnable" at the time of purchase.
Nothing in this section affects your statutory rights where an item is faulty or misdescribed under the Consumer Rights Act 2015.
9. Trade, Wholesale, and Commercial Customers
For trade, wholesale, or commercial customers, change-of-mind returns are not available. Returns are accepted only where goods are faulty or misdescribed under applicable law. All carpet remnants supplied to trade customers are on a strictly non-returnable basis except in such circumstances.
10. Installation and Third-Party Costs
We strongly advise you to inspect all goods fully upon delivery and before booking a fitter or arranging any third-party services. Interiors By Sutton accepts no liability for installation costs, fitting fees, third-party service charges, or loss of earnings incurred where services have been arranged prior to inspection of the goods.
11. Alternative Dispute Resolution
If a dispute cannot be resolved directly with us, you may be entitled to refer the matter to an Alternative Dispute Resolution (ADR) provider. We will confirm upon request whether we are willing to submit to ADR in relation to your dispute, in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
You may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr, though this may have limited applicability following the UK's departure from the European Union.
12. Contact Details
Interiors By Sutton Ltd
Unit A7, Radshape Business Park
Shefford Road
Birmingham
B6 4PL
Email: support@interiorsbysutton.com
Telephone: 0121 369 0727
This Returns and Refunds Policy operates alongside our Terms and Conditions. Where any inconsistency arises, the Terms and Conditions take precedence. This policy is subject to change — please review it before placing an order. Last updated 6 May 2026.