Returns & Refunds

Looking to return an item?

We are sorry that you are not entirely happy with your purchase. We will help in any way we can.

Below are some frequently asked questions regarding cancellations, returns and refunds, alternatively get in touch with your local store to discuss your options.

Get in touch

Custom Orders

Unfortuantely, if you have placed a custom order, we cannot offer a refund. This is due to the product being cut for your specific requirements, meaning we are unable to re-sell it. Thank you for your understanding.

Returns & Refunds FAQ

In the unfortunate event that you would like to cancel or return all or part of your purchase, we will endeavour to facilitate your request. There are certain circumstances where this may not be possible.

Please see our terms and conditions for more advice on cancellations.

If you have any further questions please email info@carpetgiant.co.uk and a member of our customer help team will get back to you as soon as possible.

I placed an order in the store and would like to cancel
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Cancelations are at the companies discretion, if you would like to cancel your order please call your local Store Manager to discuss this further.

I placed an order by phone or in my home and would like to cancel
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Cancellations must be reported in writing within 14 days of delivery.

Are there any clear exceptions where I cannot cancel or return my goods?
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Carpets and Vinyl: Your right to cancel or return goods does NOT 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.

Boxed Products: Your right to cancel or return goods does NOT apply to products that have been opened. It is the responsibility of the customer to check that their product is the correct quality and colour before opening.

Special order Items: Your right to cancel or return goods does NOT apply to products that have been specially ordered and dispatched by our supplier.

Damaged goods: Your right to cancel or return goods does NOT apply to products that have been damaged. It is the responsibility of the customer to take reasonable care of the goods until the end of any cooling off period.

Mattresses and bed accessories: In respect of any mattress or headboard, these have been sealed to both protect the goods and for health and hygiene reasons. Consequently, if they are 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.

General: 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 reasonable care whilst they are in your possession.

Will I be charged a fee to return my goods?
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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.

How will I received an agreed refund?
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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.