At CARPET M LTD, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. Please read our full returns and refund policy below.
Return Window
We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be:
- Unused, unworn, and in the same condition as received
- In its original packaging with all labels and tags still attached
- Accompanied by your receipt or proof of purchase
- Not a sale item or gift card (these are non-returnable)
How to Initiate a Return
To start the return process, please email us at info@carpetmltd.com with your order number and reason for return. Our team will respond within 1 business day with full return instructions.
Return Mailing Address:
205 Gateshead Road
Borehamwood, Hertfordshire
WD6 5LN, United Kingdom
We strongly recommend using a tracked postal service for your return, as we cannot be held responsible for items lost in transit to us.
Return Shipping Costs
- Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect
- No restocking fees are charged
- Original shipping costs are non-refundable (though we offer free shipping on all outbound orders)
Damaged, Defective, or Incorrect Items
Upon receiving your order, please inspect it carefully. If your item arrives damaged, defective, or is not what you ordered, please contact us immediately at info@carpetmltd.com with your order number and clear photos of the issue. We will resolve the matter as quickly as possible at no additional cost to you.
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Sale or clearance items
- Gift cards
- Items that have been used, installed, or cut to size
- Custom or made-to-order products
Exchanges
The quickest way to exchange an item is to return the original and place a new order once your return has been accepted. Please email us at info@carpetmltd.com to begin the process and we will guide you through it.
Lost Packages
If your package is lost in transit, please contact us within 7 days of the expected delivery date. We will open an investigation with Royal Mail. If the package is confirmed as lost, we will offer either:
- A replacement (subject to stock availability); or
- A full refund to your original payment method
in accordance with UK consumer law.
Refunds
Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may require additional processing time before the refund appears in your account.
If more than 10 business days have passed since your return was approved and you have not yet received your refund, please contact us at info@carpetmltd.com.
Summary Table
| Return method | By mail |
| Return window | 30 days from delivery |
| Restocking fee | None |
| Refund period | 10 business days after approval |
| Return shipping cost | Customer pays, unless item is defective or incorrect |
Cancellations
Orders may be cancelled within 24 hours of purchase free of charge, provided the order has not yet been dispatched. If the order has already been shipped, you will need to follow the return process outlined above.
Contact Information
For any questions regarding returns or refunds, please contact us:
Phone: +44 7988591724
Email: info@carpetmltd.com
Website: www.carpetmltd.com
Address: 205 Gateshead Road, Borehamwood, Hertfordshire, WD6 5LN, United Kingdom