Returns & Refunds Policy
1. Introduction
These Terms and Conditions apply when purchasing from Natrul. Please read them alongside our Privacy Policy. By using our website, you agree to these terms, which we may update periodically.
For any queries, contact our Customer Service team at hello@natrul.co.uk.
2. Your Rights
We are committed to providing products that meet your consumer rights. If you believe we haven’t met our obligations, please reach out to us. You can also seek advice from the Citizens Advice Consumer Service.
3. Your Contract
By placing an order, you agree to purchase goods subject to these Terms and Conditions. We reserve the right to modify our services, refuse service, or change terms as needed. Any updates take effect immediately upon being posted.
To use our website, you must be 18 years or older. You confirm that the details you provide are accurate and must inform us of any changes.
4. Ordering & Measurements
Customers are responsible for providing correct measurements when ordering. Flooring is supplied per box, and a 10% tolerance may be added for color matching and fitting waste. We are not responsible for overages or shortages due to incorrect measurements.
If additional orders are placed due to under-measurement, we cannot guarantee the same batch, and additional delivery costs may apply.
5. Sample Policy
Samples are available for all products. Please note that images on our website are for reference only, and colors may vary. We recommend ordering samples to get an accurate idea of the final product. As a natural material, cork flooring may show variations in color and pattern, which are not considered defects.
6. Delivery Policy
Delivery times are estimated and subject to stock availability. Our standard service is kerbside delivery, and assistance may be needed to move items indoors.
For alternative delivery requirements, please contact us before dispatch. Incorrect delivery details may result in additional charges for re-delivery.
7. Restricted Access & Refusal of Goods
Inform us at the time of order if your location has restricted access. If goods are refused upon delivery, they will be returned to the carrier. A surcharge may apply for redelivery.
8. Cancellation & Returns
Customers may cancel stock item orders within 60 days of receipt. Special order and bespoke products are non-returnable. Returned products must be in their original packaging and resaleable condition. Return shipping costs are the customer’s responsibility.
Once flooring has been fitted, returns cannot be accepted. Any visual defects must be reported before installation.
9. Warranty
Our cork flooring comes with a 15-year domestic warranty, a 5-year commercial warranty, and a lifetime structural warranty. Damage due to improper installation, misuse, or external factors is not covered.
10. Damage & Order Issues
Report any damage within 14 days of delivery. If goods arrive damaged, document the issue with the delivery driver where possible. We will replace or refund any faulty items in accordance with your statutory rights.
11. Liability Disclaimer
We cannot accept liability for delays, contractor costs, or financial losses due to delivery issues, product availability, or incorrect installation. Customers should check their order fully before scheduling installation.
12. Contact Us
For any issues related to orders, deliveries, or returns, contact us at:
Email: hello@natrul.co.uk
Address: 66 Sandpiper Road, Southampton. SO16 8FF
By purchasing from us, you acknowledge that you have read, understood, and agreed to these terms and conditions.