Return & Refund Policy

General Policy

  • 14-Day Return Policy (from delivery date).

  • 5-Day Refund Processing after inspection.

  • 10% Restocking Fee on approved returns.

Please note that all sales are final once goods have been cut, used, unrolled, or installed. We do not supply goods on a trial basis. Customers must ensure that the products ordered are suitable for their intended use before purchase.

Conditions for Return or Refund

Returns or replacements are only accepted under the following conditions:

  1. Goods are unused, uncut, unrolled, and in their original packaging.

  2. Goods are returned within 14 days of delivery and with our written authorisation.

  3. Goods are not custom-made, cut to size, or supplied as special order items.

  4. The goods are inspected and found to be defective due to manufacturing fault only.

Any goods altered, installed, used, unrolled, cut, glued, or exposed to environmental conditions (e.g. heat, cold, moisture, adhesives, or subfloor contamination) will not qualify for a return, exchange, or refund under any circumstances.

Material Properties — Rubber & PVC Products

Both rubber and PVC are flexible materials that naturally expand, contract, and retain roll memory depending on temperature and storage conditions.
This is a normal material characteristic and not a manufacturing defect.
Minor variations in colour, texture, or thickness within tolerance are also expected and do not qualify as grounds for return or replacement.

Customers are responsible for ensuring the products are acclimatised and installed in accordance with manufacturer guidance prior to fitting. Express Matting Services Ltd accepts no liability for issues arising from improper storage, handling, or installation.

Unwanted Goods

If, at our discretion, we agree to accept the return of unwanted goods:

  • Goods must be returned at the buyer’s expense.

  • Goods must be in perfect, resaleable condition, unopened, and with any manufacturer seals intact.

  • A Return Authorisation Number (RAN) must be obtained in writing before dispatching the return.

Returns sent without authorisation or outside the 14-day period will be refused and returned to sender.

Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

  • Goods that have been cut to size, custom-made, or manufactured to order.

  • Goods that have been used, installed, or unrolled.

  • Goods affected by temperature acclimatisation, expansion, or roll memory.

  • Goods sold under Reduced Price, Liquidation, or Clearance Offers.

  • Any item showing signs of use, dirt, adhesive residue, or modification.

Defective or Incorrect Goods

If you believe you have received defective or incorrect goods:

  1. Notify us in writing within 48 hours of delivery with photographs of the issue.

  2. Goods must remain unused and uninstalled pending our inspection or collection.

  3. Once inspected, if the fault is confirmed as a manufacturing defect, we will arrange replacement or refund at our discretion.

No liability is accepted for costs incurred due to installation, removal, or consequential loss.

Important: Climatise Before Cutting or Installation

Customers must fully climatise and inspect the flooring before cutting or installation.
All rolls and tiles must be allowed to acclimatise at room temperature (ideally 18–25°C) for a minimum of 48 hours prior to cutting or fitting. This ensures the material stabilises and relaxes from any transportation or storage memory.

Once the flooring has been cut, trimmed, or altered in any way, it will be deemed accepted by the customer as fit for purpose.
If the product is cut before proper climatization or without written approval, no return, replacement, or refund will be accepted, and all warranty coverage will be void.

The Seller accepts no liability for any issues such as curling, lifting, shrinkage, or expansion/contraction resulting from incorrect acclimatisation, premature cutting, or improper installation.

Refund Procedure

Approved refunds will only be processed once goods have been received, inspected, and confirmed in original condition. Refunds will be made to the original payment method within 5 working days after inspection.

The cost of returning goods is the sole responsibility of the customer unless the return is due to a confirmed manufacturing defect.

Contact Information

Express Matting Services Ltd
Unit 1b, Summit Works, Manchester Road
Burnley, Lancashire, BB9 7HL, United Kingdom
📞 Tel: 01282 270 214
📧 Email: sales@rubbermatting-direct.co.uk
🕒 Mon–Fri: 08:30 – 17:00 GMT