Returning or Exchanging Products

We want you to be absolutely happy with our products and services, so we provide the simple All About Underlay guarantee:  if something goes wrong within the first year after purchase then simply send it back to us. We will replace or refund the item.

This guarantee ensures that if anything goes wrong you have the peace of mind of knowing that we are here to help.

Cancelling Orders

You can cancel any order that has not been dispatched. Please call our Customer Care team on 0800 310 2014 or log onto the website and check the status of your order in your account.

Returning Faulty Products

If you are returning a product because it is faulty or something is wrong then we will pay for it to be returned to us. The Customer Care Team will arrange for the items to be collected. Please call them on 0800 310 2014 between 8:00am and 8:00pm seven days a week.

Returning Unwanted Products

If you decide that you made a mistake or you change your mind then please send the goods back within 14 days of receipt. Sadly, we have to exclude underlay that has been cut to size.

If you do send goods back for any reason other than a fault you will normally be asked to pay the carriage charges – we could offer this for 'free', but of course there's really no such thing, we would just have to recover the costs in our prices. We would rather be completely straight with you, keep our prices as low as possible, and just ask you to pay if you choose to return anything.

How to Return a Product

Returning a product is easy, just follow these three simple steps.

1. Call a member of our helpful Customer Care Team on 0800 310 2014. Sometimes you might not even need to go to the inconvenience of actually returning the product to us.
2. Complete the simple form on the reverse of your packing slip. If you are seeking a replacement please put a 'Y' in the 'Replacement Required' column.
3. Cut out the label and attach it to your parcel. Include the rest of the form in your parcel. Please ensure that any goods are securely packed so that they get to us safely.

If you have not retained the packing slip, then the return address is:
All About Underlay
c/o Exact Abacus
Western Avenue
Matrix Park
Chorley
Lancashire
PR7 7NB

Please help us by including:

• the order number and date of purchase
• the product code for each item
• how many items of each product code are being returned
• why you are sending the item back by selecting one of the following codes...