Terms and Conditions
- Your Order
- Our Pricing
- Promotional Terms & Conditions
- Postcode Exceptions
- Fitting (Floorcoverings)
- Product Guarantees
- After Sales Service
- Cancellations and Returns
- Data Protection
- Company Information
By purchasing through this website you are entering into a legally binding contract with us. This means that you and we have rights and obligations. If you are unsure of your rights and obligations now or at any time during the contract please seek independent advice.
The information on this website is given in good faith and Carpetright plc cannot accept responsibility for any loss or damage arising from the information or its use or misuse.
We have more than 550 Carpetright stores around the UK where our products can be viewed and where you can speak to one of our trained salespeople to ensure you are buying the right product for you. You can find the address of your nearest store by using our Store Finder.
Your consumer rights are different when you buy online and these Terms and Conditions may not apply to, or may be different for, purchases made in one of our shops.
If you are under 18, you may use the Website only with the involvement of a parent or guardian.
If you are looking for assistance with a purchase you made;
At a shop: please contact the shop directly or call our Central Support Office Customer Service Team on 0845 604 9106.
Online: please log in to your account, go to My Enquiries, New Enquiry, or call our Web Sales Helpline on 0845 604 5616.
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.
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.
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.
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
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 have them ready for you or your appointed carpenter to carry out the trimming and re-hanging.
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.
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.
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 shampo