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Last modified: 17 January, 2018

Our Returns Policy forms part of, and must be read in conjunction with, our Terms of Sale. We reserve the right to amend this policy at any time.

(1) Introduction

We understand that from time to time you may wish to return a product to us.

We have created this 14-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies irrespective of your geographical location.

This policy does not affect any statutory rights you may have (such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).


(2) Returns

Where you have no other legal right to return a product and receive a refund or exchange, then you will, nonetheless, be entitled to return a product to us where:

(a) you contact us within 14 days of receiving your order;

(b) we receive the returned product within 30 days following the date of purchase of the product;

(c) the returned product is unused, in its original packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(d) you comply with the returns procedure set out below; and

(e) none of the exclusions set out below apply.


(3) Returns procedure

In order to take advantage of your rights under this returns policy, you must contact our customer service team within 14 days from receiving the goods. You can contact us through one of the following methods; 

Telephone: 01684 853 030


When contacting our customer service team you need to provide your order number, the item and quantity you are returning, and the reason for the return. We will then provide you with a returns authorisation number and will confirm the address you need to return the items to, which in most cases will be the warehouse the product was dispatched from which will be shown on the delivery note.

Any products you return will be your responsibility until it reaches the specified warehouse. Therefore, please package the items securely and use a delivery service that insures you for the value of the goods as we will not be responsible for products that are lost or damaged in transit.

You will be responsible for organizing and paying postage costs associated with returns under this policy.

(4) Exclusions

The following kinds of products may not be returned under this policy:

(a) any product made to your specification;

(b) any product made to order;

(c) any product personalised or adapted for you;

(5) Refunds

We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the product to us.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.


(6) Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

(7) About us

CraftTex ® is a Floortex brand. This website is owned and operated by Floortex Europe Ltd.

If you have any questions about our returns policy, please contact us:

(a)  by email or

(b)  by telephone +44 (0) 1684 853 030

Customer orders made via the website are made directly to Floortex Europe Ltd and delivery will be made from our UK European warehouse.

We offer free delivery for UK customers, but please note that delivery restrictions are in place for some areas.  Please see the Delivery Restrictions section below for more information. CraftTex reserves the right to remove the free delivery promotion at any time. Exclusions apply.

Delivery Times
Our delivery times are based on the number of working days (Monday to Friday) by which you should expect to receive your order.

We make every effort to deliver to the appointed address within 5 working days but delivery times may vary during our busiest trading periods.

If your order is overdue, please contact Customer Services by calling 01684 853 030 or emailing and we will be happy to help track your order for you.

Delivery restrictions
We deliver to most UK addresses within 5 days, but please allow up to 10 days for delivery (Monday to Friday only).

Due to carrier restrictions we are unable to offer weekend or Bank Holiday delivery.

Please note a signature is required upon delivery. 

Due to carrier restrictions, free delivery to the following postcodes is not available:

AB1-99, BT1-99, DD8-11, GY1-99, HS1-99, IM1-99, IV1-23, 25-27, 30-32, 36, 40-56, JE1-99, KA27-28, KW1-3, 5-17, PA20-49, 60-78, PH19-26, 30-44, 49-50, PO30-41, TR21-25, ZE1-99.

Delivery to these postcodes will incur a surcharge of £20 per order, which is payable in advance. If you live in one of these postcode areas, please contact us on 01684 853 030 before placing your order to discuss further.

Addresses we are unable to deliver to

Due to carrier restrictions, unfortunately we are unable to deliver to hospitals, university campuses, UK-based army/navy/air force bases, PO addresses, post offices, shopping centres and pedestrianised workplaces.

About us

CraftTex® is a Floortex brand. This website is owned and operated by Floortex Europe Ltd.

If you have any questions about our returns policy, please contact us:

(a)  by email or

(b)  by telephone +44 (0) 1684 853 030

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