Refund policy

Refund & Returns Policy
1. Bespoke & Made-to-Order Goods
The majority of our products, including but not limited to carpets cut to specific lengths, bespoke curtains, and flooring items specifically purchased or manufactured to order, are classified as "Made-to-Order."
• In accordance with UK consumer law, these items are non-returnable and non-refundable once the order has been processed or the material has been cut.
2. Mandatory Inspection & Transfer of Liability
All items must be thoroughly inspected by the customer at the point of delivery. * By signing for the delivery, you are confirming the goods have been received in acceptable condition.
• Harvey Grays is officially removed of all liability once the materials have been delivered to the requested address. We accept no responsibility for damage or loss occurring after the delivery driver has departed.
3. Manufacturing Defects & Distributor Status
Harvey Grays acts solely as a distributor for third-party manufacturers and brand names.
• Reporting Window: In the event of a suspected manufacturing defect, this must be reported to us in writing within 24 hours of delivery.
• Claim Process: Any such claims will be forwarded directly to the relevant manufacturer to investigate and resolve. Harvey Grays does not accept liability for manufacturing faults but will act as a liaison between the customer and the manufacturer.
• Pre-Installation Rule: No claims for defects can be considered once the flooring or carpet has been cut or installed.
4. Refunds at Company Discretion
For any items not classified as bespoke, all returns and refunds are handled strictly at the sole discretion of Harvey Grays.
• If a return is authorised, a restocking fee will apply. The customer is responsible for all return shipping costs to the relevant depot (Harvey Grays do not provide a return or collection service)
• Original delivery charges are strictly non-refundable.
5. Order Cancellations & Fees
Harvey Grays reserves the right to cancel or refuse any order at our discretion.
• Any approved customer cancellations will incur an administrative fee to cover merchant processing and handling costs.
• Once an order has been processed, cut, or dispatched, cancellation is no longer possible.
6. Product Variations
Natural materials (such as Engineered Oak) and textiles (Carpets) may have variations in colour, grain, and texture. These are natural characteristics and do not constitute a fault or grounds for a refund.