Refunds and Returns Policy – Bridge Walk Design Limited

At Bridge Walk Design Limited, we are dedicated to ensuring your complete satisfaction with your flooring purchases. We understand that occasionally situations might arise where you need to return an item, and we have a comprehensive policy in place to facilitate this process.

Cancellation and Returns

We appreciate that circumstances can change. If, within 14 days of receiving your goods, you find yourself needing to return an item, we are here to assist you. Simply contact our attentive Customer Service team at 0121-707-2492 at your earliest convenience. Your right to cancel and return your order is protected under the Consumer Contracts Regulations, detailed information of which can be found at www.legislation.gov.uk.

Conditions for Returns

To uphold the quality of our products, returns are accepted only for items that remain undamaged, unused, and uninstalled. It is crucial that the items are in their original packaging and in a condition suitable for resale. Please note that entire orders can be returned; however, partial returns cannot be accommodated.

Return Costs and Exceptions

Should the return not be due to a fault on our part, you, our valued customer, are responsible for arranging the return shipment and covering associated courier costs. We kindly request that all returns reach us within 30 days of the initial delivery. We regret to inform you that products tailored to your specifications or carpet cut from a roll cannot be returned unless they are deemed faulty.

Restocking Fee for Non-Stock Items

In situations where non-stock items were specially ordered for you, a restocking fee might be applicable. This fee varies based on the specific manufacturer and is designed to cover the costs incurred by us for returning the item(s) to our suppliers.

Contact Details for Returns and Refunds

For any assistance with returns or refunds, please reach out to us at the following address:

Bridge Walk Design Limited

Unit 2, Grand Union House, Acocks Green, Birmingham, B27 6SN

Phone: 0121-707-2492

Email: info@bridgewalkdesign.co.uk

Handling Damaged Goods

Your satisfaction is our priority, and we take great care to ensure your flooring arrives in impeccable condition. Despite our best efforts, unforeseen incidents can occur during transit. We urge you to meticulously inspect your goods immediately upon delivery. Should you notice any visual damage or missing items, it is imperative to document these issues on the courier’s paperwork.

Unless explicitly marked as ‘damaged on delivery,’ you, our esteemed customer, are considered to have accepted the goods in good condition. Any visible damage must be reported to Bridgewalk Design Limited within a maximum timeframe of 48 hours after delivery. We request photographic evidence of the damage, which can be emailed to info@bridgewalkdesign.co.uk. Once we have validated the damage and presented the necessary evidence to our couriers and suppliers, we will promptly replace the damaged item(s) at no additional cost to you.

It is crucial to note that this policy does not cover goods that are faulty due to manufacturing defects.

Dealing with Defective Products

In the unfortunate event that you receive a product with a manufacturing defect, we urge you to contact us promptly at 0121 707 2495 or via email at info@bridgewalkdesign.co.uk. Providing images of the faulty goods can significantly expedite the resolution process. In some instances, we might enlist the direct involvement of our suppliers, who could reach out to you for further clarification.

Once the fault has been verified, we will arrange for either an exchange or a full refund within the first 30 days after your order’s delivery. If the issue arises after this initial period, our standard procedure involves attempting a repair if feasible. If a repair is not possible, we will replace the item with one of equal value. To safeguard your rights, please retain your proof of purchase in case a claim under the manufacturer’s warranty becomes necessary in the future. This is particularly pertinent in the context of warranties like Abingdon Flooring’s ‘Stainfree 4 Life.’

Refunds Process

When processing your refund, the method of payment you used for the initial purchase will dictate the reimbursement process. If you made your payment via credit or debit card, the refund will be credited back to the same card used for the order placement. For customers returning items directly to one of our physical stores, it is essential to bring the original card used for the purchase to facilitate the refund process.

Refunds made via PayPal may require up to 14 days to complete.

At Bridge Walk Design Limited, we are committed to ensuring that your flooring shopping experience is not only smooth but also tailored to your satisfaction. Our dedicated team is here to assist you at every step of the way, providing expert guidance and support.

Thank you for choosing Bridge Walk Design Limited for your flooring needs.