Cancellation and Returns Policy

Cancellation and Returns policy

1.0.    We shall be entitled to cancel your Order and any Contract if:

1.1.1  you order Products that are out of stock or become unavailable, in which case we are not obliged to provide a substitute for them but shall inform you of the unavailability and will refund or recredit to you for any sum that has been paid by you or deducted from your credit card for the Products,


1.1.2.   you do not pay us the price due for the Products by the due date.

1.2.   Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from Robert S Maynard Ltd. Please note that any cancellations will be subject to a 20% restocking fee. Charged to the buyer and that the buyer is responsible to pay all costs associated with returning the order.

1.3.   You may cancel the Contract for its purchase by calling +44 (0)1625 251000 within seven working days of delivery of Products to you. A working day is any day other than weekends and bank or other public holidays.

1.4.   You will be responsible for the costs of returning the Products to us if you cancel the Contract after the Products have been delivered to you. We will contact you after receipt of your cancellation notice and arrange for collection of the Products. You must take reasonable care to ensure the Products are not damaged in the meantime and are adequately packaged for collection by us. A £50 collection and re-stocking charge applies.

1.5.   If you do not make the Products available for collection on the date agreed with you we may charge you a sum not exceeding the direct costs of recovering the Products.

1.6.   Once you have notified us that you are cancelling the Contract we will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the Products.

1.7.   The buyer must inspect all goods for damage before accepting delivery. Robert S Maynard Ltd will accept no responsibility for goods damaged during transit if the customer has signed for them. Should a delivery arrive to you damaged in any way it must be signed as “damaged” in order for us to send a replacement or issue compensation.
If the items are not signed as damaged we will accept no liability for any damages.

1.8.   The buyer may also refuse to accept a damaged delivery. Please note, should a delivery be returned to us because the customer has refused to accept it, and there is no evidence of damage, it will be considered a “cancellation” and treated as such.

1.9.   Should the buyer wish to accept a damaged delivery, they must still sign for it as “damaged” with the delivery courier in order for us to process any claim for compensation on their behalf.

1.10.   We advise that a customer does not book any fitting until the goods have been delivered and checked. We will not be held liable for any fitting costs resulting from late delivery or delivery of incorrect or damaged goods.

2.0.   Return or exchange an item

2.1.   If you are not completely satisfied with your purchase, you may return the item or items to us in their original condition. You must inform us in writing within 24 hours of receipt of goods of your intention to return. We will only issue a refund (including original delivery charge) or exchange the item on receipt of returned items.

2.2.   The buyer will be responsible for any reasonable return costs of a cancelled purchase without limitation, even if they cancel the order before receipt of goods.

2.3.   Part returns or orders will not be accepted unless previously agreed with Robert S Maynard Ltd.

2.4.   Robert S Maynard Ltd accepts no responsibility whatsoever for any claims of loss or consequential loss.

Please note:
The item is the buyers’ responsibility until it reaches Robert S Maynard Ltd designated returns address. For the buyers’ protection, we recommend that sending returns using a delivery service that insures the buyer for the full value of the goods. Alternatively, contact us in case we can arrange more economical collection on your behalf, although in certain circumstances we may retain the right to refuse to organise the return delivery on the buyers’ behalf.

The cost of returning the item to Robert S Maynard Ltd is the Buyers responsibility.

Please ensure to package all returns adequately. It is recommended to contact us for advice regarding packaging. As we will not accept a refund for any returns unless the product has been returned in unmarked and undamaged condition. This includes packaging.

If you do not return the original item to us within 7 working days of delivery. We reserve the right to charge an amount equal to the price of your original order to the payment card you used.

Before fitting please check that you have the correct product and that you are happy with the product. If you need to make a change we must be notified within 24 hours of the order being delivered. This can always be done before the floor is fitted, but not after.

As soon as we receive notice of your cancellation of an order and the return of the product we will refund the relevant part of the purchase price for that item together with the item’s normal delivery charge. Note we cannot refund any extra delivery charges above our standard charges, including but not limited to, express delivery or Saturday delivery.

Please read our guides on fitting before commencing any work. Also refer to manufacturers of the floor covering instructions.

If the item you received is faulty, please contact us by emailing details to quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

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