Terms and Conditions

• Introduction
• Your Order
• Payment
• Delivery
• Postcode Exceptions
• Fitting
• Products
• The Carpetright Guarantee
• After Sales Service
• Cancellations and Refunds
• Aftercare
• Data Protection
• Intellectual Property
• Company Information
• Current Promotion

Introduction

Your Order

When you place your online order you are inviting us to enter into a contract with you to supply the goods you have selected at the price indicated on the website and in your order form. When we receive your order we will send you an acknowledgement by email to the address you have supplied to confirm receipt and we will pass your order to our sales team for processing.

If you have a valid discount voucher to redeem please enter the relevant code in the box when you proceed to checkout and the discount will be deducted.

We do our utmost to ensure that all our web prices and descriptions are accurate and up to date but on rare occasions it is possible that errors may occur. Our sales team will check the details of your order and if we find that there is a pricing or other error we will notify you as soon as possible and give you the choice to proceed with your order at the correct price/specification or to cancel your order and obtain a full refund. If we do not receive a response to this notification within seven days we will cancel the order and issue a refund of your payment.

Your order becomes a legally binding contract when your purchase is despatched. You may cancel or amend your order at any time up to this point, but please see our terms relating to Cancellations and Refunds for further information about your cancellation rights.
 

Payment

Online payments may be made by debit or credit card. Payment using a debit or credit card is taken at the time you place your order and is processed using Datacash’s secure payment processing system. We do not see, or have access to, any of your payment card information. 
 

Delivery

Delivery estimates are given in good faith and we will do our best to ensure your order arrives within the time stated. However time is not of the essence of the contract and we will not accept liability for any losses due to extended delivery times. If the expected delivery time is likely to, or does, exceed 30 days you will be able to cancel your order if you wish and receive a full refund of the monies you have paid.

Carpet and Vinyl orders will be despatched to your nearest Carpetright branch and you will be contacted to arrange delivery (and fitting where applicable) when the goods are available. We aim to deliver your order within 14 days of cleared payment. Rug and Laminate orders will be delivered to you directly from our suppliers (unless laminate fitting has been requested which will be delivered by the fitter).

If you have not been contacted within 21 days please contact us by logging in to your account go to My Enquires, New Enquiry or call the Web Sales Helpline on 0845 604 5616.

We make a charge for delivery which is shown on your order. Where we have not arranged fitting, delivery is to your address and not to a specific room.

Please check the goods carefully when you receive them to ensure that they are correct. In the unlikely event of a problem, and before they are cut or fitted, please contact us. If you made your purchase;

At a shop; please contact the shop directly or call our Central Support Office Customer Service Team on 0845 603 9102.

Online; please contact us by logging in to your account go to My Enquires, New Enquiry or call the Web Sales Helpline on 0845 604 5616. 

Postcode Exceptions

Unfortunately, Carpetright are currently unable to deliver to any of the following postcode areas:

Arran, BFPO, Guernsey, Isle of Man, Isle of Wight, Jersey, Lewis, Uist, Barra, Northern and Southern Ireland, Orkney, Scilly Isles, Shetland, Skye.

Limited deliveries are available to the following mainland postcodes for an additional delivery charge.  If you wish to place an order for any of the following postcode areas, please contact our Sales Helpline on 0845 6045616 prior to placing your order:

AB - 31, 33 to 38, 41 to 45, 51 to 56, 63
DD – 8 to 10
FK - 8, 17 to 21
HS – All
KW – 1 to 17
PA – 20 to 88
PH - 10, 11, 13, 14, 17 to 50
TD – 15
TR – 21 -25
ZE – All

Fitting

We act as agents for independent self employed floor coverings installers and can arrange for your order to be fitted where applicable. The fitting work will be carried out under a separate contract between you and the fitter(s) and the fitter(s) will take full responsibility for the quality of their work and service.

The cost of fitting your carpet is calculated at the time you place your order but is paid directly to the fitter(s) when the work has been completed.

If you require additional fitting services (for example, if you have your own underlay to be fitted or wish to have your existing carpet relaid somewhere else) this work will be subject to additional charges. Please discuss your requirements with the store when they call to arrange your delivery and they will quote you for the work without obligation.

Fitting appointments are made in good faith but the exact arrival and duration times cannot be guaranteed due to the nature and unpredictability of the work involved. We cannot accept liability for delayed arrival, but you can be assured that the fitters will complete your work even if it exceeds the expected time allocation.

Fitters are independently assessed by the Flooring Industry Training Association to ensure they are adequately skilled in the products they undertake to fit. Fitters undertake to carry out their work with reasonable skill and care, but even with the greatest care home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper should be allowed to fully dry and harden before fitting and a minimum of two weeks is recommended.

Doors may need to be trimmed to allow clearance for your new floor covering. This is not part of the fitting work and is specialised carpentry work which fitters are not able to undertake. In the event that doors do not have sufficient clearance the fitters may remove them to allow fitting and leave them ready for you or your appointed carpenter to trim and rehang.
 

Products

Colour

We aim to reproduce the colours of our products as accurately as possible but please be aware that there may be a variation in shade between the reproduction on your monitor or printer and the actual article. We supply samples of our carpets, vinyls and laminates (but not rugs) to assist with colour matching and most of our products can be seen at your nearest branch. To find your nearest branch please use our Store Finder.

The samples and illustrations we use are intended to give a general impression of the colour and pattern of a product. When fitted to a large area some patterns and apparently random blends of yarn can have a striped effect or more/less mottled appearance than the sample or illustration.

Exact colour matching between separate pieces of carpet or vinyl and between 2,3,4 and 5 metre wide rolls cannot be guaranteed.

Size

We quote the nominal sizes for the products we sell. These sizes are approximate and small variations may occur.

All carpets and vinyls are cut and sold to the nearest 10cm in length with a minimum order length of 30cm. The actual width of a carpet or vinyl roll may vary within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. This can mean a difference of 5cm on a 4 metre wide roll. If your room is close to the nominal standard width of a carpet roll (usually 4 metres or 5 metres) extra material may be necessary in case a join is required.

Quality

We are very confident that the products we sell are of the highest quality and all your purchases are covered by The Carpetright Guarantee. There are certain characteristics which may develop on any carpet or rug which are not faults and which are therefore not covered by our wear guarantee.

Carpets and rugs are soft, luxurious products and flattening of the pile will occur as a natural result of use. This may appear randomly, although areas of heavier use or where foot traffic twists and turns (for example, near stairs or in front of seating) can be especially prone. The sides of the pile appear a slightly different shade in colour to the ends and so any change in angle or direction of the pile may change the apparent colour of the carpet and this may be patchy. Such changes do not alter the durability of the carpet.

During transportation and storage pile may become slightly crushed and this may show as shaded bands across the pile. These will disappear as the carpet or rug settles in to its new environment and as the pile is flexed through use and vacuum cleaning.

All carpets benefit from the installation of a good quality underlay. Re-using existing underlay will result in abnormal and premature flattening of the pile.
 

The Carpetright Guarantee

We are so confident of the high quality of the carpet you have purchased that it is guaranteed against wear in normal domestic use. For the majority of carpets on this website this guarantee is for a period of 5 years from the date of purchase providing it is fitted onto the appropriate new Carpetright underlay by a competent fitter in accordance with the requirements of BS 5325. Some carpets have a longer or shorter guarantee period and all guarantee periods are shown within the product information. This guarantee applies to carpets fitted in the UK and Ireland only.

If at any time during the period of the guarantee the pile of the carpet in any area wears down to the backing as a result of normal domestic use Carpetright will supply a replacement carpet of the same type or an alternative to the same value from the ranges available at Carpetright at that time. This will not include the costs of fitting.

This guarantee does not cover appearance change, flattening and matting, fading, staining, damage or wear due to abuse, misuse or poor maintenance. The guarantee applies only to the carpet as originally fitted and will not apply to carpets which have been moved, altered or already replaced under the terms of the guarantee. This guarantee is for the original purchaser only and is not transferable.

To make a claim please contact the store which arranged your delivery and fitting or log in to your account, go to My Enquiries, New Enquiry, or call our Web Sales Helpline on 0845 604 5616.

This guarantee is in addition to, and does not affect your statutory rights.

After Sales Service

If you require any help after you have made your purchase please contact us.

If you made your purchase;

At a shop; please contact the shop directly or call our Central Support Office Customer Service Team on 0845 603 9102.

Online; please log in to your account, go to My Enquiries, New Enquiry, or call our Web Sales Helpline on 0845 604 5616.
  

Cancellations and Refunds

The Consumer Protection (Distance Selling) Regulations 2000 (as amended 2005)

By purchasing over the internet or by telephone you are entering into a “Distance Sale”. In addition to your normal statutory rights as a consumer you also have the right to cancel the contract at any time up to seven days after the date your order is delivered to you.

This right does NOT apply to products specifically made to your specifications and this includes floor coverings which have been cut from a roll to your specific order size.

If your order has not been delivered and you wish to cancel your order Online; please log in to your account, go to My Orders and select the Cancel option. One of our sales team will check the status of your order and confirm if the cancellation is possible. Alternatively, you can call our Web Sales Helpline on 0845 604 5616.

If the goods are excluded from your right to cancel (see previous paragraph) we will find out whether or not they have already been cut to your specifications and if not we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund we issue to you to cover the losses we will incur in selling your purchase as a reduced price remnant in one of our stores.

When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered. If not you should not cut into, fit or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be used, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Online; please log in to your account, go to My Enquiries, New Enquiry, or call our Web Sales Helpline on 0845 604 5616 within 7 days of delivery. We will arrange for the collection of the goods without charge to you and a refund of the purchase price.

After this statutory seven day ‘cooling off’ period, you have the protection of your statutory rights and the additional protection of The Carpetright Guarantee. If you are unsure of your rights, please do not hesitate to seek advice from Trading Standards or other advisory body.
  

Aftercare

We recommend the use of an upright type cleaner with rotating brushes for cut pile carpets and rugs, and a cylinder type (suction only) cleaner for loop pile or mixed pile (e.g. cut and loop) carpets and rugs.

We recommend that all carpets and rugs are professionally cleaned periodically. The frequency will depend on the level of soiling, but should be done before soiling becomes ingrained into the pile fibres.

Spillages should be blotted up immediately. A proprietary carpet shampoo may be used for spot cleaning in accordance with the shampoo manufacturers’ instructions, but this should be tested before use in an inconspicuous area to ensure it will not harm the pile. Care should be taken not to scrub or agitate the pile which could cause it to lighten in colour. If in doubt, consult a professional cleaning company.  For further information on care and maintenance see our Care and Maintenance Guides.

Data Protection

Carpetright plc takes data protection very seriously. All data is stored and treated with complete confidentiality and in accordance with the legal provisions of the Data Protection Act 1998. More details regarding use of data can be found in our Privacy Policy.
    

Intellectual Property

Trademarks, logos and all other picture, artwork, text or other intellectual property shown on the pages of this website (including these Terms and Conditions) are the property of Carpetright plc and/or its suppliers or agents. The unauthorised use, download, copying, publishing, transmitting, reproduction or otherwise making available of any of the content is strictly prohibited.
 

Company Information

Carpetright plc
Registered in England No 2294875
Registered office: Carpetright plc, Harris House, Purfleet Bypass, Purfleet, Essex RM19 1TT

VAT Reg No GB810 2986 41

VAT payable at rates prevailing on dates payments are made

Calls to 0845 604 5616 and 0845 603 9102 from landlines are charged at 4p per minute from within the UK (subject to time of day and calling package). Mobile rates may vary.

Current Promotion

• Products may not be available in every store
• Prices correct at time of posting
• Prices do not apply in the Republic of Ireland
• Store opening times may vary, check store finder for details of your local store
• Up to 50% discounts are shown on the products to which they relate
• The extra 20% will be taken off the already discounted price where applicable.
  
• Some items may not be included in the current promotion
• Promotion excludes Special Order Carpet, rollstock carpet and vinyl, remnants, laminate, rugs, underlay, accessories, fitting and delivery charges.

Price Promise 

We don’t expect you to be able to buy an equivalent carpet with the same product warranties from any Retail shop within the UK. If you can we’ll refund you double the difference in price. Alternatively, if you have already purchased the item from us, we will refund double the difference in price for up to 28 days after you have bought from us.

In the unlikely event that you wish to make a claim please provide us with the details of your order if you have already purchased the product, the competitor, product details and the price displayed so that your claim can be verified. Once verified and, if the product warranties are the same as ours, we will refund the claim as appropriate. Refunds for valid claims will be issued from our Central Support Office by cheque.

This price guarantee does not apply to vinyl, laminate, rugs, doormats, underlay, or other ancillary products and the lower price must be on general offer in another bricks-and-mortar retailer. This promise does not apply to offers only available on-line or in catalogues.