Terms and Conditions

• Introduction
• Your Order
• Payment
• Delivery
• Our Pricing
• Promotional Terms & Conditions
• Postcode Exceptions
• Fitting (Floorcoverings)
• Products
• Product Guarantees
• After Sales Service
• Cancellations and Returns
• Data Protection
• Company Information

Introduction

Your Order

By placing an Order with Us, You’re accepting these Terms, as well as our Privacy Policy and the Terms of Website Use of this website.

Once you’ve placed your Order, we will acknowledge your Order immediately by email and confirm our acceptance within 48 hours. This is to inform you that we’ve received your Order and one of our agents will be processing it. It doesn’t mean that we have legally accepted your Order. Acceptance of your Order, and the completion of the Contract, will take place when we despatch the Goods to You (or some of them if we’re delivering in instalments).

You are responsible for all activities which occur under your customer username and password, save where such activities occur as a result of our negligence or fault.

The Goods displayed on the Website and information about the Goods and the prices on the Website are an invitation to place an Order only and do not constitute an offer by us to you to purchase the Goods subject to these conditions. 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. This acknowledgment is neither an order confirmation nor an order acceptance by us.

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 may list availability information for Goods sold by us on the Website, including throughout the Order process but cannot guarantee the availability of Goods listed on the Website.

Acknowledgement of your Order is not a guarantee by us of the availability of the Goods.

If you receive an acknowledgment email or confirmation email for an Order which you did not place, or if the details in the acknowledgment email or confirmation email do not match the Order which you placed, you must contact our customer services department at Customer Services, Carpetright plc, Harris House, Purfleet Bypass, Purfleet, Essex RM19 1TT or alternatively you can Contact Us or phone us on 0845 604 5616 to cancel the Order or correct the details.

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.
 

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 an independent company’s secure payment processing system. We do not see, or have access to, any of your payment card information.

Delivery

Estimates as to delivery and/or installation dates are given in good faith but are only estimates and they are not guaranteed times and should not be relied upon as such. Time is not of the essence of the contract and we will not accept liability for any losses unless we fail to deliver within a reasonable time. 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.

Please check that the goods you receive are the ones you ordered, the correct colour and size, and that they are examined for apparent faults or damage at the time of delivery and before installation/assembly. If on inspection you have any doubts please contact us immediately. In all cases genuine complaints will be dealt with in good faith, but your rights may be adversely affected if you do not contact us as soon as possible.

For detailed delivery information please read our delivery guidelines which form part of these terms and conditions. 
 

Our Pricing

 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 (Floorcoverings)

We act as agents for independent self-employed floorcoverings installers and can arrange for one of these to deliver and/or fit your purchase under a separate agreement between you and them. We retain full responsibility for the products and services we supply and the deliverer/installer is responsible for the standard and quality of, and any liability arising from, delivery and/or installation.

Delivery and fitting is chargeable and where carpets are to be fitted to stairs and/or vinyl or laminate flooring is to be fitted to a hallway an additional charge is made to reflect the additional fitting work involved in these areas. These charges may be payable to the company or the contractor. The charges quoted are for the goods shown on the order only. If you require additional fitting services these can be agreed with the fitter in advance and quoted for separately.

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 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 is especially vulnerable and should be allowed to fully dry. A minimum of two weeks is recommended. Neither we nor any fitter undertake to carry out any redecoration, except where damage has been caused by that person’s negligence.

Doors may need to be trimmed to allow clearance. This is not part of the fitting work unless this has been specifically agreed. Fitters may remove doors to facilitate fitting and lave them ready for you or your appointed carpenter to carry out the trimming and re-hanging.
 

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 or beds) 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.

Size

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

You are responsible for ensuring that the quantity of any floorcoverings ordered is sufficient for your room. If your room is close to the nominal width of the carpet please allow extra in case a join is required.

Carpets

The samples provided to you are intended to give a general impression of the colour and pattern. When fitted to a larger area some patterns and apparently random blends of yarn can have an inherent striped effect, or additional patterns and colours which may not be obvious from the sample. Colours vary from batch to batch and exact matching between separate pieces (especially 4m and 5m rolls) cannot be guaranteed.

All carpets are cut at 10cm intervals with a minimum order length of 30cm. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with BS3655

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

Carpets and rugs are soft, luxurious products and flattening of the pile will occur as a natural result of use. Flattening will change the apparent colour of the carpet (“shading”), may be permanent (“pile reversal”), and this may appear to be random, but this is not a fault. Areas where foot traffic twists and turns are especially prone to such changes in appearance. 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.

All carpets benefit from the use of a good quality underlay. Re-using existing underlay may result in abnormal flattening of the pile.

Gripper pins can be felt through a carpet close to skirting boards and stair risers, etc. This is normal, but as part of the fitting process and if requested to do so the fitter can flatten the pins. This will affect whether or not the gripper can be re-used.

We recommend the use of vacuum cleaners with rotating brushes on cut pile carpets but suction-only for loop pile carpets.

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.

Vinyls

Vinyl floorcoverings should not be laid on top of existing vinyl flooring or tiles. Areas over 15 square metres should be fully stuck down using a suitable adhesive.

All vinyls are cut at 10cm intervals with a minimum order length of 30cm. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with BS3655. If your room is close to the nominal width of the vinyl please allow extra material.

Laminate Flooring

Laminate flooring will be affected by moisture. Follow the suppliers fitting and maintenance instructions carefully to prevent swelling of the joints or other moisture-related problems.

Beds

Quality

During use the fillings of a mattress will settle and flatten and may form hollows in the most used parts of the mattress. This is perfectly normal and is not a fault. Comfort is a very personal matter and we recommend that you test your chosen mattress/divan to satisfy yourself of its suitability for you at one of our stores that sells beds, as we do not offer a comfort guarantee. We recommend that you change your sprung base when you change your mattress to ensure your new purchase gives you the best possible performance and longevity.

Comfort

Your new mattress will support your body more completely than an older mattress. This may make it feel uncomfortable for the first few weeks but you will feel the benefit of better sleep and support once you have got used to it.

Frames

All our frames are self assembly.
 

Product Guarantees

We are responsible for ensuring that the goods we supply are of satisfactory quality, conform to the sample and are fit for the purpose for which they are sold. Certain products have additional guarantees provided by us or the manufacturer. Where they are provided by the manufacturer we accept no responsibility for these additional warranties or guarantees.

The guarantees set out below are provided by Carpetright and are in addition to your statutory rights.

The Carpetright Guarantee for carpets

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.

The Carpetright Guarantee for beds

We give a FIVE YEAR guarantee on all divan sets and mattresses, and a ONE YEAR guarantee on all bed frames, headboards, pillows, mattress protectors and mattress toppers. Adjustable beds are also guaranteed for FIVE YEARS and the motors for TWO YEARS.

In the unlikely event that you discover a fault in the materials or construction of your product within the guarantee period Sleepright will arrange for it to be repaired or replaced (with one of the same type or an alternative of the same value) without charge to you. This guarantee does not cover normal wear and tear, soiling and staining, misuse, abuse or damage, or lack of reasonable care. This guarantee is for the original purchaser only and is not transferable.

Please retain your sales order confirmation to enable us to trace your purchase if you wish to claim under the guarantee.
 

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 604 5619.

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 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, and all rugs must remain in the same condition as purchased.

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, assemble 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. 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.

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.

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 604 5619 from landlines are charged at 4p per minute from within the UK (subject to time of day and calling package). Mobile rates may vary.