Delivery & Returns Policy

This Delivery & Returns Policy applies to products purchased through the Sussex Floor Care Ltd online shop.

Delivery

We offer free standard delivery on all orders to UK mainland addresses only. There is no minimum order value for free postage. We do not deliver outside the UK mainland.

We aim to dispatch in-stock orders as quickly as possible. Standard delivery will normally take 2–5 working days from dispatch.

Delivery times are estimates and may occasionally be affected by courier delays, adverse weather, stock availability or circumstances outside our reasonable control.

If we are unable to fulfil your order, or there is likely to be a significant delay, we will contact you using the details provided with your order.

Checking Your Delivery

Please check your order as soon as reasonably possible after delivery.

If an item arrives damaged, has leaked during transit, is incorrect or appears to be faulty, please contact us as soon as possible at info@sussexfloorcare.com or call 01892 308888.

Where possible, please include your order number and photographs showing any damage to the product and packaging.

Cancelling an Online Order

If you are purchasing as a consumer, you have the right to change your mind and cancel most online purchases within 14 days of receiving your goods, without having to give a reason.

To cancel, please contact us within the 14-day cancellation period:

Email: info@sussexfloorcare.com
Telephone: 01892 308888

Once you have notified us that you wish to cancel, the goods must be returned to us within a further 14 days.

If your order contains multiple items delivered separately, the cancellation period runs from the date you receive the final item.

Returning Unwanted Products

Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning unwanted products to us.

Products should be returned securely packaged and, wherever possible, in their original packaging.

You may inspect a product in the same way that you reasonably could in a shop. However, if a product has been used, damaged or handled more than necessary to establish its nature, characteristics and suitability, we may make an appropriate deduction from the refund to reflect any reduction in its value.

For liquid floor-care products, oils, cleaners and similar products, please contact us before arranging a return. Some products may be subject to carrier restrictions and should not be sent through a postal or courier service unless that service accepts the particular product.

This does not affect your statutory rights where a product is faulty, damaged or incorrectly supplied.

Return Address

Unless we agree otherwise, returns should be sent to:

Sussex Floor Care Ltd
Unit 8, Farningham Road
Crowborough
East Sussex
TN6 2GD

We strongly recommend using a tracked delivery service and retaining proof of postage. Sussex Floor Care Ltd cannot be responsible for returned goods until they have been received by us.

Please include your name and order number with the returned goods so that we can identify your order.

Refunds

Once returned goods have been received, we will process any refund due within 14 days.

Refunds will normally be made using the same payment method used for the original purchase.

Where you exercise your statutory right to cancel an online order, we will also refund any standard delivery charge you paid for the original order. Additional costs resulting from choosing an enhanced or premium delivery service are not refundable beyond the cost of our standard delivery service.

As standard UK mainland delivery is currently provided free of charge, there will normally be no original delivery charge to refund.

Faulty, Damaged or Incorrect Products

We want products purchased from Sussex Floor Care to arrive as expected.

If a product is faulty, damaged in transit, not as described or we have supplied the wrong product, please contact us at info@sussexfloorcare.com or 01892 308888.

We may ask for photographs or other information to help us assess the issue.

Where the product is faulty, damaged or incorrectly supplied, we will arrange an appropriate replacement, refund or other remedy in accordance with your statutory rights. Where a return is required because of our error or a faulty product, we will cover reasonable return costs or arrange collection where appropriate.

Products Ordered in Error

Please check that a product is suitable for your particular floor and finish before using it.

If you are unsure which cleaner, oil, soap or maintenance product is suitable, please contact us before use and we will be happy to advise.

We cannot accept responsibility for damage caused by using a product contrary to the manufacturer’s instructions or on a surface for which it is not suitable.

Your statutory rights are not affected where a product itself is faulty or has been incorrectly described.

Trade and Business Customers

The statutory cancellation rights described above apply to consumers purchasing for purposes wholly or mainly outside their trade, business, craft or profession.

Returns from trade or business customers may be handled separately and should be agreed with Sussex Floor Care Ltd before goods are returned.

Nothing in this policy excludes any rights or remedies that cannot legally be excluded.

Cancellation Form

You do not have to use this form, but you may copy and send the following information to us if you wish to cancel an eligible online purchase:

To: Sussex Floor Care Ltd, Unit 8, Farningham Road, Crowborough, East Sussex, TN6 2GD
Email: info@sussexfloorcare.com

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:

Contact Us

If you have any questions about delivery, returns or choosing the correct floor-care product, please contact: