Returns & Refund Policy
We have a Stress-Free Return Policy. Returns are honoured up to 30 days from purchase.
Please contact us on email@example.com with your Order No, details of the product you wish to return, the reason for the return and the quantity of item(s). The returned products should be securely wrapped in the original packaging and sent to:
McKays Flooring Company, Marcias Ltd, 51 Watt Road, Hillington, Glasgow, G52 4RY
We would recommend using a trackable delivery service to ensure the goods reach us.
If requested, we can make the arrangements to collect your order and the cost of the return shipping will be deducted from your refund – currently £45.
Once we are in receipt of the returned goods and the products are found to be in good condition, your refund will be processed. The money will be refunded to the original payment method used during the purchase. Please be advised that it will take up to 5 working days to show back on your account.
If your product is damaged in any way, or you have initiated the return after the 30 days, you may not be eligible for a refund.
If your item is damaged or faulty please contact us at firstname.lastname@example.org with full details of the defect, the quantity affected and supporting photographs. Following review, we will arrange collection of the damaged/defected material and offer a replacement or refund. This does not extend to damage arising from improper use, normal wear and tear, improper maintenance, alteration, misuse, negligence or not arising from defects of material.
We cannot accept returns on installed material, therefore it is important to check material on arrival and report any damage immediately.
We do not accept returns on flooring that has been installed.
If you find your items are not suitable for purpose, we can arrange to swap to a more suitable item (with a part refund or part payment) or offer a full refund if there is not another suitable product. The cost of the return shipping fee will be deducted from your refund or added to any additional payment required – currently £45.
Change of Mind
If you change your mind and no longer want the item(s), please follow the guidance for returning your item. If you wish us to make the arrangements to collect your order you will be responsible for the collection/redelivery charge of £45.
If you find you have received the wrong product, please contact us on email@example.com with your order number as soon as possible. We will arrange collection of the product and issue another order for a next day delivery. This will be redelivered at no cost to yourself.
Product not Received
Although we endeavour to get your order to you on a next working day delivery, there are rare occasions where our courier partners may encounter unforeseen problems which may delay your order. However, if you have not received your delivery within 2 working days, please email us at firstname.lastname@example.org with your order number and we will get a progress update from the delivery company. Although we will act quickly and responsively to sort out any problems, these are mostly outwith our control and Marcias Limited/Mckays will not be held responsible for any losses caused by these delays.
We will, however, dispatch another order to you if it looks like your order has gone astray and follow up with the delivery company separately.
Cancellation after Ordering
If you change your mind and request a cancellation after ordering, so long as your order has not been dispatched we can offer a full refund for you.
If your order has been dispatched from the warehouse and we are unable to put a stop on your order before it reaches the delivery hub then the delivery charge of £45 will be deducted from any refund due.