Last updated: January 2026
At NCGW Flooring, we want you to be completely satisfied with our services. This policy explains your rights regarding cancellations, refunds and what to do if you're not happy with our work.
This policy applies to all flooring supply and installation services provided by NCGW LTD (Company No. 16822491).
Under the Consumer Contracts Regulations 2013, if you entered into a contract with us at your home or away from our business premises, you have a 14-day cooling-off period during which you can cancel without giving any reason.
This 14-day period starts from the day after you accept our quotation and pay any deposit.
To cancel your order, please contact us by:
Please provide your name, address, order details and the date you wish to cancel.
If you request that we start work before the 14-day cancellation period ends, we will ask you to confirm this in writing. If you then cancel after work has begun, you may be charged for:
We typically require a 50% deposit to confirm your booking and order materials. This secures your installation date and covers the cost of materials.
| Situation | Refund |
|---|---|
| Cancel within 14 days, before materials ordered | Full refund |
| Cancel within 14 days, after materials ordered (returnable) | Full refund (may take 7-14 days) |
| Cancel within 14 days, materials cut to size | Partial refund (less cost of materials) |
| Cancel after 14 days, before materials ordered | Full refund less £50 admin fee |
| Cancel after 14 days, materials already ordered | Partial refund (less material costs) |
We will always try to return materials to suppliers and minimise any costs to you. We will provide evidence of any non-refundable material costs.
If you are not happy with the completed work, please contact us within 7 days of completion. We will:
If there is a genuine fault with our workmanship, we will rectify it at no additional cost. This is covered by our 12-month workmanship guarantee.
If flooring materials are defective, we will work with the manufacturer to arrange replacement under their warranty. We will reinstall replacement materials at no extra charge.
Refunds cannot be provided for:
Refunds will be made using the same payment method you used to pay:
You will receive email confirmation when a refund has been processed.
If you need to change your installation date, please give us at least 48 hours notice. We will reschedule at no extra charge, subject to availability.
If you reschedule with less than 48 hours notice, or we arrive and cannot access the property, a call-out fee of £50 may apply.
We reserve the right to cancel an order and provide a full refund if:
We will always discuss alternatives with you before cancelling.
If you have a complaint or dispute regarding a refund, please contact us:
We aim to resolve all complaints within 14 days. If you are not satisfied with our response, you may be able to use alternative dispute resolution (ADR) services.
This policy does not affect your statutory rights under the Consumer Rights Act 2015. You are entitled to:
For more information about your consumer rights, visit Citizens Advice.
For any questions about this policy or to request a refund:
NCGW LTD
Unit 10, Mandale Park M30
Cawdor Street, Eccles
Manchester M30 0FL
Tel: 07455 692375
Email: info@ncgwltd.co.uk
Company Registration Number: 16822491
Registered in England and Wales