Delivery, Returns and Cancellation Policy
Delivery Information
At A2Z Floors, delivery costs vary based on the products you purchase and the postcode of your delivery address. Please review the following details regarding our delivery charges and times:
Product-Based Charges: Delivery costs are determined by the specific products you order. Some products may incur additional surcharges due to their size, weight, or other factors.
Additional Product Charges: Each additional product added to your order may result in an extra delivery charge. The total cost will be calculated and displayed at checkout.
Postcode Surcharges: Delivery charges also depend on the delivery location. Certain postcodes may have additional surcharges, which will be clearly indicated during checkout.
Delivery Times: Standard delivery times range from 2 to 5 working days. However, delivery times may extend depending on the delivery postcode and the quantity of flooring ordered.You will receive tracking information when you place your order. Please check the details to see how long delivery will be for your specific order.If you have any questions or need clarification regarding delivery costs or times, please don’t hesitate to contact our customer service team. We’re happy to assist you!
Couriers Information
At A2Z Floors, we have our own dedicated delivery service to fulfill most orders. However, in some cases, we may need to use external couriers, such as Tuffnells, Parcel Force, or Evri, to ensure your products are delivered quickly and efficiently.
Delivery Timing & Tracking: There are no set delivery times for parcels. You will receive tracking information once your order is dispatched. If your order is being delivered by one of our vehicles, the driver will call you up to 30 minutes before arrival.
Property & Delivery Responsibilities: Please be aware of the following:
- We are not liable for any damages to property during delivery.
- If the product is heavy, we may require assistance as we only send one person in a van.
- For deliveries to flats, we will only deliver to the flat’s door, not to the customer’s property door. It is the customer’s responsibility to ensure alternative arrangements are made for getting the products to their door. If delivery is attempted and these arrangements are not in place, an additional delivery charge will apply.
- If you cancel your order after the delivery has been scheduled, you will still be required to pay the delivery charge. Additionally, if the flooring has been cut to size, a cutting fee may be applied.
- Delivery Location: All products are delivered to the door or doorway of the property.
- Communication & Adjustments: If you are aware of any issues regarding your delivery, such as difficulty receiving the items, please contact us immediately so we can make the necessary arrangements. Similarly, if the delivery date is not suitable, let us know, and we can reschedule it to a more convenient time.
- Assistance & Additional Costs: If you are unable to arrange for help with moving the items (e.g., getting help to the front door in flats or assisting with heavy items), please notify us in advance. We may be able to make special arrangements, though additional costs may apply if we need to send an extra person with the driver.
Delivery Enquiries
Please contact our customer service team on 03316 300 250 or email info@a2zfloors.co.uk if you require any help or do not fully understand the above information. We will be happy to assist you!
Return Policy
At A2Z Floors, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your flooring, we offer a return policy under the following conditions:
Return Window: You have 14 days from the date of delivery to return your flooring.
Condition of Return: The flooring must be in its original, unopened, and undamaged condition. We cannot accept returns for flooring that has been cut, fitted, or used.
Cutting Charge: If a product has been cut to size at our end, it will incur a cutting charge. Please contact us for the exact cost if you need to return a cut product.
Return Process: To initiate a return, please contact our customer service team at info@a2zfloors.co.uk or call 03316 300 250. Our team will provide you with instructions for returning the product.
Collection Costs: If you require us to collect the product, please contact us for a quote, as the cost of collection may differ from the delivery charge.
Customer Responsibility for Damages: It is the customer’s responsibility to inspect the product for any damages within 24 hours of delivery. If you find any damages, please inform us immediately. A2Z Floors will not be liable for any damages reported after the 24-hour window.
Return Shipping Costs: Customers are responsible for the return shipping costs unless the product is faulty or incorrect.
Refunds: Once the returned product is received and inspected, we will process a refund to your original payment method. Please note, this may take up to 7-10 business days depending on your payment provider.
If you have any questions or need assistance with your return, please don’t hesitate to contact us