1. Overview
At mylklflooring.com, all flooring products are custom made to your specification and produced especially for you upon order.
Because of this bespoke nature:
- We do not accept returns or offer refunds for change of mind, incorrect size selections, or buyer’s remorse.
- This policy does not affect your statutory rights regarding faulty, misdescribed, or non-conforming goods. You may still be entitled to a repair, replacement, or refund under UK consumer law if the product is faulty or not as described.
2. Custom-Made Goods
Custom-made or bespoke products are manufactured specifically for you using the details you provide at the time of order.
As these products are manufactured on demand and are tailored to your requirements, we cannot accept returns for change of mind once production has begun.
Please double-check all measurements and order details before completing your purchase.
3. Faulty, Damaged, or Incorrect Items
You are entitled to a remedy if your order is:
- Faulty,
- Damaged in transit, or
- Significantly not as described.
If this happens:
- Contact us immediately upon discovering the issue — ideally within 7 days of delivery.
- Provide your order number and relevant photographic evidence of the problem.
- We may ask for additional details to assess the issue.
Depending on the circumstances, we will provide a repair, replacement, or full refund in line with your legal rights.
4. How to Submit a Claim
To report a fault or discrepancy, contact us via email at lklfactory@aol.com
Please include:
- Your full name and order number,
- Photos showing the fault, damage, or error,
- A brief description of the issue,
- Date of delivery.
We aim to respond to all claims within 3 working days.
5. Unwanted Orders Before Production
If you change your mind before production has started, you may cancel your order free of charge as long as you inform us before we begin manufacturing.
Please contact us within 24 hours of placing your order to cancel.
6. Legal Rights
This Policy does not exclude or restrict your statutory rights under applicable UK law, including:
- The right to a refund, repair or replacement for faulty or misdescribed goods; and
- Consumer protections under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 (where applicable)
Delivery Information
All of our bespoke stair runners are made to order to ensure the perfect fit and finish for your home. Please allow up to 5 working days for production before your order is dispatched. This timeframe allows us to carefully prepare your runner and, where necessary, order in specific carpets and binding tapes to meet your requirements.
Once your order is ready, it will be shipped via Parcel2Go. You will be notified as soon as your parcel has been dispatched, and tracking information will be provided where supplied by the delivery company.
We aim to make the entire process as seamless and stress-free as possible. Delivery notes can be added to your order upon request; however, please note that we cannot take responsibility if these instructions are ignored or not acknowledged by the courier.
For the most accurate delivery updates and smooth communication, providing a mobile phone number at checkout is highly recommended.
Returns
If there is an issue and it falls within our return policy, please ensure that it is sent back in its original packaging, and wrapped as securely as possible.
Returns are completed either by dropping the parcel off at a designated returns point or by a collection being made. Depending on the area and the options available to us here at LKL from a courier, we will let you know prior to the return.
Please note that a printer may be required to print return labels, depending on the method arranged by the courier.
If an item is being returned and then re-sent back to you, through no fault of our own any additional costs incurred will be clearly discussed and agreed in advance before proceeding.
We aim to make the returns process as straightforward and transparent as possible. If you have any questions or need assistance, our team will be happy to help.
Click and Collect
We do offer a free click and collect service at LKL, if you live in the vicinity we encourage you to take advantage of this as the wait times from production to delivery are significantly shorter. If this is something you are interested in, please let us know and we will arrange this with you. Alternatively, there may be instances where (if in a 10 mile radius from the shops location) we will deliver your runner to you personally.