Home » Cancellation Policy
The following policy in only applicable to orders placed on Potters Carpets & Beds website or over the phone. Orders placed in-store are subject to a separate cancellation policy, this cancellation policy will only be handed to customers placing orders in-store.
In addition to your normal statutory rights, subject to certain exceptions, see below, as a consumer you also have the right to cancel the contract at any time up to 14 days after the date your order is delivered to you. If you have more than one order for products they will each incur the same 14 day cancellation policy following each delivery date.
Potters Carpets and Beds supply a Cancellation Form which will have been provided to you with your purchase, please fill in the form and return your goods with the form attached to Potters Carpets & Beds.
If your order hasn’t been delivered and you wish to cancel it please message our website chatbot ….. or email cancellations@potterscarpetsandbeds.co.uk and we’ll check whether cancellation is possible.
If you have placed your order by phone, please call our web sales helpline on 07822011849 and one of our web sales team will check whether cancellation is possible.
If your order was placed over the phone directly with Potters Carpets & Beds or was placed with an estimator in your home, it has not been delivered and you wish to cancel your order please contact the store who will check the status of your order and confirm if cancellation is possible. Alternatively, you can use the cancellation form which has been provided and deliver it to the relevant store.
Your right to cancel doesn’t apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size. If the goods are excluded from your right to cancel, we will find out whether they have already been cut to your specifications and if not, we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you, we will only accept cancellation if we may deduct a proportion of the purchase price as a restocking fee from the refund. A restocking fee is a charge we issue to you to cover the losses we will incur in selling your purchase as a reduced-price item in our store. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.
In respect of any mattress, bed, headboard or bedding, these products come sealed on delivery to both protect the goods and for health and hygiene reasons. Consequently, if the goods packaging is unsealed after delivery then your right to cancel and return the goods lapses. You are under a duty to take reasonable care of the goods until the end of any cooling off period.
When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered. If not, you should not cut into, fit or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their care whilst they are in your possession. Please contact the store from which the goods were ordered within 14 days of delivery.
If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we will arrange collection of the products. There will be a collection charge equal to the delivery charge for the product.
If you purchased your rug in-store at Potters Carpets & Beds or by ordering over the phone, that rug can only be returned without charge to Potters Carpets & Beds in-store. Returns of rugs purchased in-store will not be collected by Potters Carpets & Beds, you will have to return the rug to Potters Carpets & Beds.
If you purchased your rug(s) via Potters Carpets & Beds website and wish to return, we will arrange collection of the product(s). There will be a collection charge of £14.99 for the product(s). Online exclusive rugs cannot be returned to store.
If you wish to return a rug ordered on Potters Carpets & Beds website, please contact our website chatbot ….. or email cancellations@potterscarpetsandbeds.co.uk they can help to arrange collection and process the refund.
After this statutory fourteen day ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please do not hesitate to seek advice from Trading Standards or other advisory body.
When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded. If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you return your item directly to one of our stores, please make sure you take with you the card that you used to make the purchase.
Refunds can take up to 14 days to process.
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