At Deacon Jones 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 so we can check the goods are not already in transit, and providing they have not left us, a refund will be applied to your original payment method.  This will be processed immediately, however please allow 4-7 days for the funds to be available in your account. 

*Once 14 days have passed we will no longer accept returned items back 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 you have already been advised of.

*Please note: for orders that qualify for Free Delivery, the Standard Delivery Charge of £59.99 will be deducted from your final refund.

For all orders that have already been delivered, on your request, we can open a return for either part or the whole order**, providing the goods are returned unopened, undamaged and in a re-saleable condition, within 14 days of delivery.  In order to arrange a return, you must contact us in writing to and once the return has been agreed, we will issue you with a unique returns reference number, and an address to return the goods to.  **Please note that we charge a 20% restocking fee on all authorised returns and this will be deducted from your final refund total.

You will be responsible for returning the goods to us and be liable for the full cost of the return.  You must return each item unopened and fully protect the goods, either by placing them back on the pallet they arrived on, using cardboard protection for the edges of the boxes and shrink wrap, or if you are only returning 1 pack, please use cardboard edge protection and bubble wrap to minimise the risk of damage or loss and to ensure safe arrival back to us.  We recommend using a professional, fully insured carrier service to cover yourself in case of loss or damage sustained in transit.  Should any of the goods be missing or damaged, when they arrive back with us, we will be unable to offer a refund for these items and it would be down to yourself to raise a claim with the carrier service you have used.  

We will not accept Returns back:

  - 14 days or more after delivery

  -  without an authorised returns number

  -  unless returned with an Insured, reputable carrier

  -  If the packs are open or used

Should the goods be returned without prior authorisation and a returns number being clearly displayed on the outside of the packaging, the return will be refused and sent back to you.


Once the goods have been received and inspected, provided they are deemed to be in a re-saleable condition, they will be accepted back into stock.  You will receive an email notification once your refund has been issued, for the cost of the goods returned minus the 20% restocking fee explained.  All refunds will be paid back to your original payment method and can take 4 to 7 days to be available in your account.  Please allow up to 10 days and do not contact us until this time has passed.

Should the return arrive back with missing or damaged items, we will notify you immediately and provide an image of the received return so you may open a claim with the carrier you have used.  We will keep the damaged goods for 14 days, should the carrier wish to collect them, after which time they will be disposed of. If the entire return is damaged or missing, we will be unable to issue a refund, however should only part of the return be missing, and/or damaged, we will only issue a refund for the items that are received back and are re-saleable. 


Damaged/Faulty Goods

If, in the unlikely event, your order or part 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 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 after installing or 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 including Scotia and Incizo Profiles, 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.  This included items that have been specifically ordered in for you.  In this instance, please contact us on 01442 979676.

Failed Deliveries

You will be sent a shipping notification via email and a further email to advise you of the delivery date for your order. Please check your Junk/Spam folders as emails often find their way there depending on your email settings.   We use an all day delivery service and cannot guarantee an AM or PM delivery time. On the day of delivery, where available, you will also receive an email ETA notification, which will give you a 2 hour time window for delivery.   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, and we are unable to make contact with you, they will be returned to us, and an additional 20% restocking fee will be deducted from your final refund total, as well as the original carriage charge of £59.99 and the return carriage fee of £59.99.