The Consumer Contracts Regulations state:

When you buy goods online you have additional rights to return them.

This is because your decision may be based on a brief description or a photograph – so what you receive isn’t always quite what you’d expected.

Under the Consumer Contracts Regulations, you are allowed to return an item if you simply change your mind.

You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods.

You need to notify us, Floorscan Acoustics of your wish to cancel your order within this time period – by email.

You then have a further 14 days from the date you notify us, Floorscan Acoustics of your cancellation to return the goods.

You must cover the cost for returning unwanted goods. You must arrange your own haulier to return the goods and once returned to us we will inspect the goods and refund them if they in a good condition. Please take photo’s of your goods before your haulier takes the goods as you may need to claim for the goods if they get damaged whilst in transit back to us. You will not get your delivery cost refunded once the goods have been despatched from our warehouse.

Just in case the retailer disputes you’ve returned your goods, we recommend you get proof of postage – this should be sufficient evidence to prove that you’ve returned the goods.

Your refund for the goods must be paid within 14 calendar days after returning the goods, or evidence that they were returned.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

Where goods are returned by a consumer more than 14 days after delivery, a restocking fee of 25% of the sales value will be payable. Please note that carriage will not be refunded.

Items returned because they are damaged, defective or incorrect:

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, you must inform us at the point of delivery and notify the driver of the damage. Please take photos on delivery and call us straight away. We will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us. Floorscan Acoustics Ltd or our agent will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

If you opted for enhanced service e.g. guaranteed next day, it only has to refund the basic cost.

To Return a product or request a refund please contact:

Telephone: 0151 933 0939