Return Policy
At Carpet Now, we strive for your complete satisfaction. Please review our policy below regarding returns and cancellations.
Returns Information
If a customer wishes to return a product within 7 days of delivery, a refund (minus a third-party collection charge and cutting fee, if applicable) will be issued, provided the following conditions are met:
Goods must be unopened in their original, undamaged packaging.
Goods must not have been used, tampered with, or installed in any way.
Goods must be returned in full, including all parts, accessories, and any free products or documentation. In accordance with standard consumer practices, we require an email confirmation to our customer service team indicating your wish to return your item(s).
Cancellations
Please be aware that our system processes orders immediately after placement, including cutting products to your specified measurements. It is essential to check your measurements thoroughly before placing your order.
Our carpet, vinyl, and other flooring products are often cut to your specific dimensions. As these are personalized or bespoke products, cancellations and returns may be subject to cutting and delivery fees, depending on the order status.
Cancellation Before Delivery Confirmation If you cancel your entire order before confirming a delivery slot or before the order is out for delivery, a 25% cutting fee will apply to any products cut bespoke to your specifications.
For partial cancellations, a 5% cutting fee will apply only to the bespoke-cut products you wish to cancel. You will not be charged for any rolls or accessories you choose to keep, and there will be no additional delivery fees for part cancellations.
Cancellation After Delivery Confirmation or on Delivery Day If you cancel your order after accepting a delivery slot or on the day of delivery, you will be charged a 5% cutting fee for bespoke items, along with a failed delivery fee. This delivery fee will be calculated based on your order size and location.
Cutting Fees
When placing an order for bespoke-sized products, your order is tailored specifically to your dimensions. Once an item has been cut to size (cutting typically begins as soon as payment is received), a minimum cutting fee of 25% of the total value will apply to cancellations. This is in addition to any applicable delivery charges.
For boxed or retail-packaged items, such as adhesives, cutting fees do not apply. However, for SPC (Stone Plastic Composite) products, a restocking fee of 50% of total value will be charged in addition to any applicable collection fees.
Learn more about Our Financing Options or Maintenance and Warranty.