At DeaconJones we pride ourselves on supplying premium quality flooring products, at great value.  However, sometimes projects don't always go to plan, or you simply change your mind.  Here are our easy terms for Returns and Cancellations.

Your Right To Cancel Or Return Your Purchase 

If you change your mind, you can cancel your order within 14 days of receiving your goods*.  To cancel your order before goods are shipped, you need to email us at or call us on 01442 979676 and a refund will be applied to your original payment method.  This will be processed immediately, however please allow up to 5 working days for this to appear in your account. 

*Once 14 days have passed you can no longer return items back to us for refund

You may still cancel an order that is already in transit (orders are in transit on the day of delivery and up to 24 - 48 hours before delivery), however you will be liable for the return charge back to us, plus a 20% restocking fee.  We will advise you of the return carriage charge* and once the goods are received and booked back into stock, you will be refunded less any original carriage charge you paid, plus the collection carriage charge and restocking fee.

*Please note: for orders that qualify for Free Delivery, the Standard Delivery Charge of £59.00 will be deducted from your final refund.

For all orders that have already been delivered, on your request, we can arrange a collection for either part or the whole order, providing the goods are returned unopened, and undamaged and in a re-saleable condition within 14 days of delivery (For any orders over 14 days, we reserve the right to refuse their return and this decision will be made at our discretion).  In this instance, you, the customer, will be liable for any collection carrier charge, plus a 20% restocking fee.  You will be advised of the return charge, and once the goods are received with us, inspected and deemed resaleable, we will issue a refund minus the original delivery charge and the return charges, to your original payment method (For orders that qualified for free delivery or those that have been charged a reduced shipping fee, the full original carriage charge of £59 will be deducted from the total amount refunded).  

Before collection we ask that you document the return by taking a photo of the products you are returning before they are collected by the courier, to show they are being returned unopened and undamaged, in case of return damage by the courier.  We ask you to return the items on the pallet they arrived on, if you still have this and to secure the items as best you can.  Once the items are collected, please allow up to 14 days, to receive your refund.  Once we have processed your return and a refund is issued, you will receive an email notification of this.

Damaged/Faulty Goods

If, in the unlikely event, your order or parts of your order, arrives damaged or missing, you must notify us the same day or within 24 hours.  We request that you sign the delivery note as damaged or missing, otherwise replacement products will be sent out but will become chargeable*.  Providing they have been signed for as damaged or missing, replacement product(s) will be sent out to you on the earliest delivery date  available, at no extra charge. In order for us to order replacement items, you must provide clear photographic evidence of each damaged pack and the damaged items inside and send to us at at your earliest convenience.  If part of your order is missing, we will investigate with our warehouse and contact you further, before sending out your missing product(s).

Should your order arrive with a manufacturing fault**, we ask that you report this to us as soon as possible and within 14 days of delivery. At the first sign of a fault, an experienced fitter, or yourself, in cases of home installation, should 'down tools' and the fault should be reported to us immediately. We will request that you provide us with clear photographic evidence, with a detailed statement explaining the alleged faults.  Once this has been received by us, a member of our team will be in touch to arrange one of the following:

-A request for a sample piece of the flooring be sent to us so that an independent inspector can test the flooring.

-An independent inspector can be arranged at your expense, by us who will visit the location of the floor and inspect it (Should the flooring be deemed faulty, the cost of the inspection would be refunded, by us, along with the original cost of the floor, however should the flooring be deemed 'fit for purpose' no refund will be given for the inspection).

-A collection will be arranged and the flooring will be inspected by a manufacturers representative. Providing it is agreed the product is faulty, the goods would either be replaced without further cost to you or a full refund issued for the faulty packs**.

*  We cannot accept claims for missing or damaged goods, once the carrier has left the delivery address, unless they have been signed for as such.

**  Please note, where it is deemed there is no manufacturing fault, all replacement products become chargeable.

Please Note: We cannot accept claims for faulty or damaged products once they have been used or fitted, or where they have not been reported to us immediately.(This includes floors that have been laid and then taken up after fitting).  In cases where a fault appears later on and after the flooring has been down for some time, please refer to the Manufacturers Warranty or contact us for guidance.

Products That Cannot Be Returned

We cannot accept returns for Accessories, Glue, Liquids, Screed, Tools, Tubs, Bags and LVT Design/Feature/Inlay Strips.  Also Special Orders cannot be cancelled, nor returned unless they are damaged or faulty.  In this instance, please contact us on 01442 979676.

Failed Deliveries

You will be sent a shipping notification via email and either a text or email to advise you of the delivery date for your order.  If we are unable to deliver your goods due to non-notification of weight restrictions/access issues at or near your address, where there is inadequate help available, no one is home, goods are refused or the order is cancelled whilst in transit, then you will be liable for any additional carriage charges incurred for re-delivery. Where the goods are unable to be delivered, they will be returned to us, and an additional 20% restocking fee will be added on the return carriage charge.n carriage charge.