Returns Policy

Karndean Designflooring aims to make the returns and credit process as straightforward and efficient as possible. To help ensure your return is handled quickly and without issue, we kindly ask that you review and follow the guidelines below.

Returns Authorisation

All returns must be approved in advance via a Sales Return Order (SRO).

SROs are issued by our Customer Sales team, who can be contacted by phone or email at 01386 820100 | srorequest@karndean.co.uk. 

•     Returns should be requested within 30 days of delivery.

•     The SRO is valid for 30 days from the date of issue.

•     Returns without a valid SRO cannot be accepted by our drivers.

To request a return, please provide:

•     Order or invoice number.

•     Product details and quantities.

•     Reason for return.

•     Photos. 

Eligible Returns

To be accepted by our drivers, products must be:

•     Unused and unopened

•     In original packaging

•     In full box quantities

•     In a clean, dry, and resalable condition

The following items are not eligible:

•     Open or part-used goods.

•     Installed products.

•     Adhesives and strips.

•     Bespoke or special-order items (unless faulty).

•     Discontinued products (unless agreed in advance).

Charges

•     25% of the invoice value plus £30 collection fee will apply to standard returns.

•     Failed collection fees will apply where relevant.

All applicable fees will be deducted from the final credit value.

Damaged or Faulty Goods

•     Must be reported within 2 working days of delivery (up to 5 days where agreed).

•     Please include photographic evidence to support your claim.

If your claim is approved:

•     A return will be arranged (if deemed economical to do so)

•     Chargeable Replacement goods will be sent (if required) – credit will be raised once returned goods have been received and processed

•     No restocking or collection charges will apply

•     Karndean aims to confirm the replacement or return arrangements within five working days of claim approval. Replacement delivery dates will be subject to product availability.

•     For defects not apparent on delivery, or discovered later, see clause 9 (Quality) of our Terms and Conditions, which allow up to 6 months to notify Karndean, www.karndean.com/returnspolicy 

Payments & Charges

Our standard payment terms remain in place throughout the returns process.

•     Submitting a return request does not delay or extend payment due dates, invoices should be settled in line with agreed terms

•     If payments are withheld, this may result in credit control action, including your account being placed on hold.

Credits will be issued once returned goods have been received, inspected, and processed in accordance with this policy.

Collections At Customer Premises

At collection, you will be asked to confirm by signing for:

•     Quantities.

•     Condition of goods.

Please note:

•     Only items listed on the SRO will be collected. 

•     Drivers are not authorised to collect quantities exceeding the SRO. 

To ensure a successful collection, please ensure all goods are:

•     Securely packaged and palletised where required.

•     Clearly labelled and matching the SRO.

•     Kept dry and protected from weather damage.

•     Easily accessible at the agreed collection point.

Typical collection times are within ten working days from SRO confirmation.

Following collection, we aim to receive the goods at our returns facility within five working days, and to confirm receipt within three working day of the goods being recorded at our returns’ facility.

Failed Collections

A restocking fee of 25% of the invoice value plus £30 collection fee will apply if a collection cannot be completed because of issues such as:

•     Goods not being ready or packaged for transportation.

•     Items not matching the SRO.

•     Site access or availability issues.

•     Safety concerns or inability to load.

•     No personnel available to facilitate or sign for collection.

•     Site closed or inaccessible during agreed collection window.

•     Unsafe access or loading conditions.

•     Customer refusal to proceed or disputes at collection.

•     Where a collection has failed and the customer wishes to rebook it, a new collection must be requested within five working days. Any applicable additional charges will be confirmed before the collection is rearranged.

•     Open, incomplete, contaminated, or damaged boxes will not be collected and a £30 collection fee will apply.

Inspection & Credit

All returned goods will be inspected following receipt at our returns’ facility. We aim to complete this inspection within 14 working days of receipt.

Once the inspection has been completed, our Customer Finance department will confirm:

·       The products and quantities accepted for credit.

·       Any products or quantities not accepted and the reason.

·       Any applicable restocking, collection or other charges.

·       Process the final credit value. 

The Customer Sales department will contact customers to discuss any products or quantities not accepted for credit, including the reasons for the decision and any applicable restocking, collection or other charges.

We aim to notify the customer of the inspection outcome within three working days of completing the inspection.

Where goods meet the requirements of this policy, a credit note will normally be issued within 7 working days of completing the inspection and applied in accordance with the customer’s account arrangements.

Any query regarding the inspection outcome or credit value must be raised within five working days of notification. We aim to acknowledge such a query within three working days and resolve it within 10 working days. If further information or investigation is required, we will advise the customer and provide an updated timescale.

Goods that do not meet the requirements of this policy will not be credited. We will notify the customer and confirm how the goods will be handled. Where appropriate, rejected goods may be made available for collection or returned by prior agreement, with any associated costs payable by the customer. Rejected goods will be held for 10 working days from the date of notification. If no collection or return arrangement has been agreed within that period, Karndean may dispose of the goods after giving a further five working days’ notice.

Need Help?

If you have any questions or need assistance, our Customer Service team will be happy to help on:

Retail Sales                       01386 820100          sales@karndean.co.uk 

Commercial Sales              01386 820100          commercial@karndean.co.uk 

Trade Sales                       01386 820100          tradesales@karndean.co.uk 

Returns specific inquiries should be emailed to: customerreturnsupport@karndean.co.uk. 

Returns Policy SLA and timelines