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Terms & Conditions


Home / Returns Policy

Please note there are several important points which we strongly advise you read below before we take payment for any goods. By sending payment will mean you automatically wish to enter you into a legal binding contract with Fluffy Flooring under all the terms and conditions including returns, cancellations and refunds policies as stated on this website. The contract will be binding upon receipt of payment by Fluffy Flooring unless Fluffy flooring declares at anytime by any communication method that the order has not been accepted. In which case Fluffy Flooring will refund any funds owing – please see full Terms and Conditions.



Please be aware that almost all the products for sale are made to order for you and we commission the manufacturers almost immediately after receiving payment. Once the manufacturing process is beyond the 7th working day you are not able to cancel this contract and you will be liable for the full balance of the item plus delivery and any other charges which are normally applied when the item is ready for dispatch to you.

We hope that you are delighted with your purchase from Fluffy Flooring. However, if you would like to return an item because it is unsuitable please be aware that almost all the products for sale are made to order for you and therefore cannot be returned once the items have been commissioned unless it is faulty or Fluffy Flooring has made a mistake with the order. Your statutory rights are not affected, however please be aware that UK Office of Fair Trading laws and guidelines such as the Distance Selling Act and the Sale of Goods Act do clarify that standard return terms DO NOT APPLY when you enter into contract for an item which is made for you.

We feel sure you can understand that it is precisely because we offer such flexibility in finish options and rare crafted goods rather than mass manufacture, that it makes a product bespoke for you alone. And for that reason we are subsequently unable to resell such individual items in your pre-configured state.

To cancel an order please contact our customer service team by email or call 01625 250965 IMMEDIATELY. Please note that as per your statutory rights you are entitled to cancel this contract and receive a full refund no longer that 7 working days after the day on which your initial order is received with Fluffy Flooring unless delivered items are proved to be faulty or we believe Fluffy Flooring has made a mistake with the order.

Please see Product Fault, Damages & shortages and Order Anomalies for exceptions.


Please note that it is your responsibility to check the Order is to the exact specification desired prior to payment. In addition you will be sent an email detailing the Order with which you have 7 working days to notify Fluffy flooring of anything which is not as expected. Specifically, the colours finish and dimensions should be carefully inspected. Fluffy Flooring cannot offer guarantees at any stage during the manufacturing process that configuration change is possible but will endeavour to do our best to accommodate any errors.


Please note that it is your responsibility to check the goods for any faults, damage or shortages and record any problems on the delivery receipt. If the item is badly damaged, refuse it and contact us immediately. Any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible within 7 days of receipt by emailing or call 01625 250965.


Whilst every effort will be made at time of purchase to colour match items (where more than one item in a range is ordered) we cannot be held responsible or guarantee there will not be minor variations in finish and colour. This is especial applicable to products made from animal skins and Natural Products.

Leather Rugs, Flooring and Binding

Leather is a natural product and each hide will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one hide to another and even within the same hide. Fluffy Flooring selects only hides of the highest quality but some marking is inevitable and should be accepted as part of the individual appearance of leather Rugs and Bindings.

Wool, Sisal and Natural floor coverings

Colour matching cannot be guaranteed with Natural Fibre Mattings. Natural Fibre products are not recommended for heavy duty and Wet areas. Plain carpet is subject to shading with use due to pile pressure. This is characteristic of this type of carpet and does not affect the durability of the carpet. 



In order to arrange a refund, return or exchange, you will require a returns authorisation code. You can obtain this by simply emailing: or call 01625 250965. You will receive a reply with a returns authorisation code (RAC) that you will need to quote on all subsequent correspondence and instructions on how to proceed with the product return.


Fluffy Flooring need to be informed of your cancellation request within 7 days of receipt of the order. It must be in writing by post, fax, or email a telephone conversation or voicemail will not be sufficient alone. Fluffy Flooring Cannot issue Refunds after 7 days of receipt

STOCK SIZE RUGS (Excluding Leather and Custom Rug Orders Including Rug Builder:)

You will need to arrange Delivery of your items

We recommend using a registered service when returning items to us and retaining the proof of postage as we may require signed proof of delivery. Fluffy Flooring is not responsible for returned goods being lost or damaged in transit.

Goods must be returned with your packing slip and RAC returns code to the address below.

Fluffy Flooring
Unit 001 Apex house
Stanley green trading estate
Duke Avenue

The goods must arrive back with us in a fully resaleable condition with original product packaging and instructions where appropriate.

You will be reimbursed to the payment card with which you paid for the goods once the goods have been received back into our Distribution Centre.

Please note that any delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods. If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

*Restrictions – we are unable to offer a refund or exchange on any products which we deem to have been used or not in their original packaging.

For all faulty returns and cancellations we will refund your payment within 30 days if our terms are met.

Fluffy Flooring does not accept any responsibility for lost working time in the unlikely event of a delivery being incorrect, delayed or postponed.

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