SHIPPING & RETURNS
Delivery of Goods - If products are available and in stock, you should receive your order within 7 working days. We will normally email a dispatch note through to your email address on the day the goods leave our wharehouse, which will usually indicated that your goods will be delivered the next working day. If a product is out of stock, it may take between 3-6 weeks to replenish stock. If you do not receive your order within 7 working days from the order date and you have not been advised of a delayed delivery date for any reason, please contact our office on 01753 580 001 (normal working hours) or by email to ‘sales at alphagroupuk.com’ so that we can follow up your order. If products are out of stock, we will contact you by telephone or email to let you know of an expected delivery date.
When your order is delivered, you will be asked to sign for it. Before signing, please try to inspect the contents of the package to check for any damage in transit. If you are unable to do so and notice outer damage to the packaging, please write ‘Outer Package Damaged, Not Checked Contents’ on the delivery note before signing so that should we wish to, we can secure a claim against the carriers. Please open the package as soon as possible after this to check your order. If you do find your goods are damaged, faulty or incorrect, please ring us on 01753 580 001 or email ‘sales at alphagroupuk.com’ and we will try to replace your order as quickly as possible. Do not return ‘damaged in transit’ goods to us until asked to do so, but please do keep all paperwork you have received. If you do need to return damaged or faulty goods, we will refund the cost of the return to us.
If you would like to return goods for any other reason, please refer to our ‘Returns Policy’ below.
ORDER CANCELLATION
Once you have placed your order, you may cancel it within 24 hours by contacting us by telephone on 01753 580 001 (message service available out of hours) or email to ‘sales at alphagroupuk.com’. You will receive a full refund of the original purchase price including delivery at the time of ordering. If you wish to cancel beyond this time but before your order has been despatched, you will be liable to a £5.00 nominal charge for administration. Once your order has been despatched from us, you will not be able to cancel the order but will need to return goods as per our standard ‘Returns Policy’. Please note: made-to-order items can only be returned if faulty.
RETURNS POLICY
We sincerely hope you will be happy with all of our products when they arrive but, if for ANY reason, (except in the case of made-to-order items which can only be returned if faulty), you are not entirely satisfied with them, you may return them to us for a refund or exchange (see 'Exchanges' below). This refund will not include our delivery charge at time of ordering, and you will have to pay the cost of the return delivery to us. In the case of damaged, faulty or incorrect goods, please ring us on 01753 580 001 or email ‘sales at alphagroupuk.com’ and we will try to replace your order as quickly as possible. Goods returned to us must arrive in perfect condition (unless damaged in transit) - worn, used or damaged goods cannot be accepted. (In the case of goods which arrived to you damaged see our ‘Delivery Policy’ above). Please note that responsibility for goods being returned to us lies with you and we strongly recommend you get ‘proof of postage’ from your preferred postal method should any loss or damage occur. Before returning goods please complete our ‘Returns Form’ indicating your reason for return, and include it in your package. Please use the ‘Returns Address Label’ included with your order. If this has been mislaid, please address your package to - Alpha Group, Unique Flooring London Limited, Unit 11, Chancerygate Business Centre ,St Mary's Road, Langley, Slough, Berkshire, SL3 6BZ.
EXCHANGES
Except in the case of made-to-order items, if when your goods arrive you have changed your mind about your selection, and would like an exchange, you may do so be filling in the enclosed ‘Returns Form’, indicating your new selection. If there is a price difference between your original and new selections, we will refund the difference if lower or you will be charged the difference if higher. You will have to pay the cost of the return delivery to us, but the delivery cost of sending out your new selection will be paid by us. Please note that responsibility for goods being returned to us lies with you and we strongly recommend you get ‘proof of postage’ from your preferred postal method should any loss or damage occur. Goods returned to us must arrive in perfect condition - worn, used or damaged goods cannot be accepted. (in the case of goods which arrived to you damaged see our ‘Delivery Policy’ above). Please use the ‘Returns Address Label’ included with your order. If this has been mislaid, please address your package to - Alpha Group, Unique Flooring London Limited, Unit 11, Chancerygate Business Centre ,St Mary's Road, Langley, Slough, Berkshire, SL3 6BZ.