Refund policy

Last updated: 23 October 2026

This policy covers goods bought from Interiors By Sutton Ltd. Read it with your accepted order and Terms and Conditions. Consumer rules apply where you buy wholly or mainly outside your trade or profession. Separate business provisions apply to genuine business purchases. Consultation cancellations are explained in section 15 of our Terms of Service.

1 Changing your mind

For an eligible online, telephone or other distance goods contract, you may cancel without giving a reason from placing the order until the end of 14 days after the day you or your nominated recipient, other than the carrier, receives the goods. Where one order is delivered separately, the period normally runs from the last goods received. The corresponding statutory rules apply to goods supplied in multiple lots or pieces. The same cancellation rules apply to eligible off-premises contracts, including relevant home-visit contracts.

Tell us clearly that you wish to cancel by email, telephone, post or another available contact method. Sending your statement before the cancellation period ends is sufficient. The model cancellation form in Appendix 1 of our Terms of Service is optional. You do not need a reason, permission or a returns authorisation number. Provide enough information for us to identify the order.

An ordinary purchase made at our premises does not automatically carry a change-of-mind cancellation right. We do not offer a general extended satisfaction or change-of-mind guarantee beyond applicable statutory rights unless expressly stated for your purchase.

2 Individually specified and personalised goods

The statutory change-of-mind right does not apply to goods genuinely made to your specifications or clearly personalised where the legal exception applies. This can include a carpet or runner genuinely cut or finished to an individual specification. We disclose the applicable exception before purchase. For a genuine bespoke exception, manufacturing need not already have started.

A standard stocked choice, standard size or colour selection, fixed pre-cut remnant, sale label or supplier order does not by itself establish that exception. Opening ordinary carpet packaging does not create an automatic hygiene exception. Statutory remedies for faulty, wrong or misdescribed goods remain separate.

If you ask to cancel an accepted bespoke order with no statutory change-of-mind right, we consider whether work can be stopped or the goods resold. Any payment retained or claimed must reflect a legally recoverable net loss, taking account of costs saved and reasonable mitigation. We do not automatically forfeit the full price merely because the item is bespoke.

3 Returning goods and paying return costs

Unless we have offered collection, return cancelled goods without undue delay and within 14 days after telling us you cancel. Sending them within that period meets the deadline. Use our returns address: Unit A7, Radshape Business Park, Shefford Road, Birmingham B6 4PL, United Kingdom. Do not send ordinary returns to our registered office.

Contact us for practical arrangements for bulky rolls or supplier-direct goods. This does not extend or restrict your statutory deadline or make cancellation dependent on approval. Keep evidence of dispatch or collection. Protect goods reasonably and follow safe handling arrangements; do not leave them outside unattended. Tell us if weight or dimensions require specialist transport.

You pay direct change-of-mind return costs only where the required information was given before purchase. For bulky goods that cannot normally be returned by post, our offered collection costs £49.98 per collected order within the delivery area accepted for that order. You may arrange your own suitable transport. Any exceptional return arrangement and cost must be disclosed before the contract where the law requires it. If required return-cost information was not supplied, you do not have to bear those costs. Special off-premises rules apply where the law requires collection at our expense.

We bear reasonable necessary return or collection costs for a valid statutory faulty-goods remedy. The £49.98 change-of-mind collection charge does not apply to those remedies.

4 Handling deductions and refund amounts

You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning, broadly as in a shop. Where legally permitted, we may deduct an actual reduction in value caused by handling beyond that level, including unnecessary cutting, fitting, use or damage. We explain the basis. A deduction is not permitted where the applicable law prevents it, including failure to provide required cancellation information.

There is no restocking or administration fee for exercising a statutory cancellation right. Original packaging is helpful for protection but is not an absolute condition. An automatic unused-only condition does not replace the legal handling rules.

For cancellation of the whole eligible order, we refund the price paid and the cost of our least expensive generally available standard delivery option. We need not refund the extra cost of a premium service you expressly chose. For a partial cancellation, delivery reimbursement is assessed against the charge attributable to that part and applicable law. Refunds reflect the actual discounted price paid. We do not impose an undisclosed retrospective full-price penalty.

5 Refund deadlines

For statutory change-of-mind cancellation where we have not offered collection, we refund without undue delay and no later than 14 days after receiving the goods back or evidence that you sent them back, whichever is earlier. We may withhold reimbursement until that event. Where we have offered collection, or goods have not been dispatched, the applicable deadline is 14 days after notice of cancellation.

We use the original payment method unless you expressly agree otherwise, without a refund fee or compulsory store credit. Payment-provider processing time does not extend our deadline to issue the refund. If required cancellation information was missing, the applicable statutory extension and restrictions on deductions apply.

6 Faulty damaged incorrect or misdescribed goods

Goods must conform to the contract, including applicable requirements for satisfactory quality, agreed purpose, description and sample. These rules also protect bespoke goods, remnants and discounted items. A particular defect specifically disclosed before purchase is assessed under the applicable rules and does not excuse unrelated defects.

Contact us promptly with the problem and order details. Photographs can help and we may reasonably inspect goods, but there is no automatic 24-hour or 48-hour claim deadline, compulsory unboxing video or original-packaging condition.

A qualifying defect normally gives a short-term right to reject within 30 days after the relevant statutory conditions are met, usually delivery. You do not have to accept repair instead of an available short-term rejection right. Agreeing to repair or replacement triggers the applicable pause and extension rules.

Where repair or replacement is the applicable remedy, you may require one or the other subject to impossibility and disproportionate cost. We must act within a reasonable time, without significant inconvenience and bear necessary costs. If the relevant statutory conditions are met after an unsuccessful attempt or failure to act appropriately, you may obtain a price reduction or final rejection and refund. A lawful deduction for use can apply in some final-rejection cases, but does not ordinarily apply to these goods in the first six months.

Where the statutory six-month presumption applies, a fault appearing within six months is presumed to have existed at delivery unless we establish otherwise or the presumption is incompatible with the goods or fault. Six months is not a general expiry date for your rights. Later claims depend on the applicable evidence and legal rules.

For statutory rejection, make the goods available for collection or return them as agreed. Refunds are made without undue delay and within 14 days after we agree that you are entitled to one. No refund fee applies. Manufacturer guarantees, where offered, are additional to your rights against us.

Normal wear, misuse, accidental damage or damage caused solely by unsuitable independent fitting does not itself establish a supplied defect. Our own goods, measuring, advice and negligence remain our responsibility under the applicable law. Fitting does not automatically extinguish a valid latent-defect claim. Compensation and installation-related costs depend on the legal tests, including necessary remedy costs and avoidable loss; no blanket promise to pay every fitter's invoice is made.

7 Voluntary returns and business purchases

We may agree a voluntary return outside statutory rights. Acceptance must be expressly confirmed. We state the deadline, condition, transport arrangements and charge before you agree. Our usual voluntary-return handling charge is 5% of the item price paid, with return transport paid by you unless otherwise agreed. This charge does not apply to statutory cancellation or faulty-goods remedies.

Genuine business orders have no consumer 14-day change-of-mind right and are not returnable for convenience unless we agree. See the business provisions of the Terms and Conditions. A trade account label does not remove consumer status from a legally consumer purchase.

8 Wood flooring, accessories and samples

Standard boxed flooring: The cancellation and faulty-goods rights above apply to eligible wood-flooring, accessory and sample orders. Standard boards or boxes do not become bespoke simply because we order them from a supplier or you choose an available finish or pack size. A genuine individual specification is assessed under section 2.

Voluntary surplus returns: Outside statutory rights, we consider returns only by express agreement under section 7. We do not accept opened or part-used flooring boxes under this voluntary arrangement. Only complete unopened flooring boxes and unused accessories in their original packaging, with original seals intact, will be considered. They must have been stored correctly and remain undamaged and resaleable. Acceptance is not guaranteed; we confirm the deadline and any applicable handling charge before you agree. These conditions do not restrict statutory cancellation, reasonable inspection or remedies for faulty, damaged, incorrect or misdescribed goods.

Arranging transport: For a change-of-mind or agreed voluntary return, you arrange a suitable carrier or another lawful return method of your choice unless we have agreed to collect. You pay direct return costs only where the required information was given before purchase. Section 3 explains our offered collection charge and the circumstances in which we pay return costs. Use our returns address unless we confirm a different destination; do not send goods to a manufacturer without instructions. Protect boxes against moisture and transit damage and keep proof of dispatch. Tracking is recommended, not a condition of a statutory return. Contact us if the size or weight makes a return impracticable or unsafe. Practical arrangements do not make a statutory cancellation dependent on our approval.

Storage, inspection and natural variation: Follow the exact product's storage and acclimatisation instructions. Do not open every box merely to speed acclimatisation where the manufacturer requires sealed packs. See our wood-flooring acclimatisation terms. Natural differences in grain, knots and colour are assessed against the agreed grade, description and sample; describing wood as natural does not excuse a defect or misdescription. Damage caused solely by unsuitable storage or fitting is distinct from a fault present when we supplied the goods. Neither opening a pack nor fitting a floor automatically removes a valid statutory claim.

Wood samples: Our wood-flooring sample price is £2 including VAT per sample where a manufacturer sample option is available. We request samples from the manufacturer after your order. If a requested sample cannot be supplied, we will offer an alternative for you to accept or refund the unavailable sample; we will not substitute without your agreement. Sample purchases remain subject to applicable cancellation and faulty-goods rights. The sample is a small representation, not a reservation of a flooring batch or a guarantee that every board will look identical. See section 23 of our Terms of Service for the wood-flooring and sample provisions.

9 Trade account orders

For purchases made legally as a business, there is no automatic consumer change-of-mind cancellation period. Business cancellations and convenience returns require our express agreement under section 17 of our Terms of Service. We confirm any voluntary return conditions, costs and destination before you send goods back. An account does not create an unrestricted sale-or-return arrangement.

Any refund or credit is based on the amount actually paid for the affected goods after account pricing and other applied reductions, not the undiscounted comparison price. For an agreed voluntary partial return, we explain any lawful adjustment to an offer dependent on the original quantity or spend. There is no double recovery of a loss or an undisclosed penalty.

Rights for faulty, incorrect or misdescribed goods remain subject to the applicable contract and law. Having a trade account alone does not remove statutory rights from a purchase that is legally a consumer purchase. The consumer provisions of this policy continue to apply in that case.

10 Tufty-assisted purchases and requests

Purchases prepared with Tufty have the same applicable cancellation, refund and faulty-goods rights as other purchases from us. Using AI does not make standard goods bespoke or remove a legal remedy. Genuine customer-specific cutting or manufacture is assessed under the bespoke rules above. A mistaken recommendation, calculation or description is investigated under the contract and applicable law; a general AI warning is not a reason to reject a valid claim.

A generated reply is not, by itself, confirmation that a refund, return or cancellation has been processed. You do not need Tufty's approval to give a valid statutory cancellation notice. Send your clear request and order details to support@interiorsbysutton.com or use another published contact method. If a chat form fails or you do not receive submission confirmation, contact us directly. We will assess any legally effective notice on its actual circumstances. See our Tufty terms.