Cancellations and Returns
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. This also includes divan beds, bed frames and mattresses that are not held in stock by Carpetright and are ordered or manufactured for you; these items cannot be cancelled once the order has been accepted by Carpetright.
You are under a duty to take reasonable care of the goods until the end of any cooling off period. In order to satisfy this requirement you must ensure that any sealed mattress, mattress protector, pillow or bedding remains sealed until the end of any cooling off period.
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 reused, 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.
If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we will arrange collection of the products. There will be a collection charge equal to the delivery charge for the product, except in respect of rugs, which may be returned without charge to your local Carpetright store. Alternatively, if you wish us to collect any rugs, a charge will be made relative to the size and weight of the rug being returned. Details of charges are available from the web sales helpline on 0845 604 5616.
Any refund of the purchase price in respect of returns, will be made after deducting the applicable collection charge.
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.