DELIVERY & RETURNS POLICY

DELIVERY INFORMATION

We deliver from Monday to Friday between 8am and 6pm.

Once we have received and processed your order, we will confirm with you the date when your order will be delivered.

We are unable to provide you with a time of when your goods will be delivered, however on the day of delivery we can contact the courier company to request an ETA if requested of when the delivery will be made. However we cannot make any guarantees based on this information.

Please be aware that once your order is with our courier network it is subject to adverse weather conditions and road networks, so please be patient. Whilst we take every effort to get your goods to you, sometimes due to circumstances beyond our control we may require additional time.

It’s essential that either you or a friend/relative are available to sign for the goods upon delivery. We cannot usually leave the goods at the delivery address if they haven’t been signed for as this creates complications and we cannot be held liable for any damages after delivery.

Please ensure that prior to signing for the products that you inspect the goods. Once the goods have been signed for in 'Good Condition` the carrier and BGB Flooring Ltd will reject any claims for damages.

If you are unhappy with the product or the product is damaged prior to signing, please inform us within 24 hours of receipt of the goods, and we will arrange for a replacement or you will be refunded.

You should never book fitters before you have received your goods, we cannot be held responsible for costs incurred by yourself as a result of delivery complications and delays.

Deliveries are palletised and heavy, therefore our delivery services are to kerb-side only – you will be responsible for moving the goods from the roadside to the property.

Deliveries are palletised and heavy, therefore our delivery services are to kerb-side only – once unloaded you will be responsible for moving the goods from the roadside to the property. 

 

FREE COLLECTION

If you would prefer to collect you can take advantage of our collection service. It's completely free and we are based in Plymouth, Devon. Just email us at contact@bgbflooring.co.uk when completing your order and we will ensure your goods are ready and waiting at our Plymouth warehouse.

 

You can pick up your as soon as one hour after reservation and we're open Monday - Friday 09:00 - 17:00 and Saturday 09:00 - 15:00. Collection times may vary at peak holidays, so please call us on 0333 772 1868.

DELIVERY AREAS
Ireland & Northern Ireland

Delivery to most locations in Ireland and Northern Ireland is possible, however in most cases there will be an additional cost to this. Please contact us prior to ordering to obtain a shipping quote. If you would prefer to use a shipping forwarder this is fine, simply enter their address into the ‘billing address’ section at checkout.

Scottish Islands & Highlands

Delivery to most locations in the Scottish Highlands & Islands is possible, however in most cases there will be an additional cost to this. Please contact us prior to ordering to obtain a shipping quote. If you would prefer to use a shipping forwarder this is fine, simply enter their address into the ‘billing address’ section at checkout.

International (Non-UK)

Deliveries to most worldwide locations are possible, however in most cases there will be an additional cost to this. Please contact us prior to ordering to obtain a shipping quote. If you would prefer to use a shipping forwarder this is fine, simply enter their address into the ‘billing address’ section at checkout.

RETURN & EXCHANGE POLICY

If you would like to return any unused, undamaged and unopened products to us, we are happy to refund you.

Any carriage that you paid will not be refunded, and there will also be a restocking fee of 20% for the products.

For the returns, we recommend that you get in touch with us, so that we can help you arrange getting the products back to us.

We will provide you with the correct address for where to send the goods, and once we have received them we will process your refund.

Please note: You must notify us that you wish to return undamaged, unwanted or over-ordered goods within 14 days of receiving them. Unfortunately we cannot accept a return outside of this timeframe.

If you notify us of the return before delivery has taken place, you will be liable for a full refund. If the goods have been delivered, the charges stated above will apply.

 
DAMAGED GOODS

If any of the goods that you have received are damaged, we will be happy to exchange them for new.

Alternatively you are able to request a full refund.

For either an exchange or a full refund, we will be in touch to arrange collection of the goods and if applicable when the replacement products will be delivered.

There will be no additional cost to yourself for either carriage or returning the goods.

If the goods are damaged upon receipt, we strongly advise you to reject the delivery. If it is a limited amount of damage on a larger order, please note this with the courier upon accepting the delivery and we will arrange for the damaged unit(s) to be replaced.

Please note: You must notify us that you wish to return damaged or goods of unsatisfactory quality within 30 days of receiving them. Unfortunately we cannot accept a return outside of this timeframe.

*The terms above exclude items which have been damaged or have failed as a result of improper installation.

 

You should always follow the manufacturers installation guidelines – if you aren’t sure, contact us. 

 
BGB FLOORING LTD

 

Customer Service Opening Times:

MON - FRI:  9am - 5.30pm

SATURDAY:   9am - 5.30pm

SUNDAY:   10am - 4pm

© BGB Flooring Ltd