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1. Returns, Cancellations and Substitutions


1.1 When ordering from Empire Flooring Ltd via the website or over the phone you have a right to cancel and return your order up to 60 days after receiving your order. Some products are excluded from this policy for example items which are cut to your bespoke size. Please note you will be responsible for the organisation and cost of returning the item(s) to us. All items must be returned in the same packaging and condition in which they were received by you.


1.2 In the unlikely event that you receive faulty or damaged goods, please contact us prior to cutting and/or fitting the item(s) and we will arrange for the faulty or damaged goods to be collected and replaced. You have 30 days to notify us should you deem your goods to be faulty or not as described. In such an instance, you will then have a further 14 days to return these to us. Unfortunately if any ordered item is removed from it’s original condition (for example cut and fitted) we will be unable to replace or give a full refund for the item(s).


1.3 Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain products and may therefore supply a substitute of the same or better quality at the same price. If you are not happy with the replacement or substitute you can return it in accordance with our 30-day money back guarantee. Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.

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