Store terms and conditions
- Returning Hard Flooring And Rug Products
- Delivery and Installation
- Storage of Products
- Fitting (Floorcoverings)
- Door Trimming
- Uplift and Disposal
- Appointment Times and Dates
- Damage and Scuff Marks
- Our Home Flooring Surveyor and Subfloor Preparation
- Quotations and Fitting
- Telephone and Web Orders
Thank you for placing your order with us. Please take some time to check the details below as we will use this information to order your products. If you notice any errors with sizes and/or product description, please let us know within 24 hours so that we can amend the details accordingly.
Orders placed in store, in person are binding and as such cannot be cancelled at any time. If you have provided your own measurements, you are responsible for these being accurate and Carpetright accepts no liability if the floorcovering does not fit. Therefore, please make sure that these are correct at the time of ordering to avoid any issues upon delivery.
Returning Hard Flooring And Rug Products
If you have purchased pre-packaged laminate, engineered wood or luxury vinyl tiles and have surplus unopened and undamaged packages, you may return these to your purchased store within 14 days of collection or delivery. Please note, we would always advise that you keep one or two spare boxes of this type of flooring to ensure that you have spare planks should you ever need to replace an area in your home.
Rugs that are purchased in store may be returned to your local store within 14 days in the same condition they were received.
Permitted returns are subject to the conditions below:
Threshold benefits: general
If you qualified for any benefit or promotion by purchasing goods where the total value of your order went over a certain financial threshold in order to meet the qualification criteria, and the return of the goods and resulting refund takes the purchase under the relevant financial threshold, the benefit received will no longer apply and you must pay for the goods, product or benefit received at the prevailing price. The goods will not be accepted for return until you do so.
Threshold benefits: credit
If you paid for the goods by entering into a finance agreement with a third party and you are returning surplus goods as referred to above, you will need to enter into a new finance agreement with the finance provider and cancel the existing finance agreement. If, as a result of returning surplus goods and the subsequent reduction in your order value you either:
A) no longer qualify to pay for goods using finance; or
B) no longer qualify for the period of finance available;
by failing to meet the financial threshold, you must cancel the existing credit agreement and;
in the case of A) you must pay for the goods using another method; and
in the case of B) you must either pay for the goods using another method or enter into a revised finance agreement up to the maximum term permitted (at your discretion).
The goods will not be accepted for return until you do so.
Method of refund
We will not refund to cash or credit or debit card in respect of any goods paid for by way of a third party finance agreement. Refunds will only be processed by the same method as payment was made in respect of the original order.
Delivery and Installation
When you receive your order, please check all information and notify the store immediately if you identify a problem. If your order is being fitted, it is your responsibility to inspect the product before work commences and review the completed work with the fitter before they leave. Please let them and your local store know if there are any issues. It is really important that you tell us if you are not satisfied with your product and/or fitting within 48 hours to enable the appropriate person to put things right for you quickly.
Colour matches between different batches of flooring cannot be guaranteed. This applies at the time of purchase and in the event that a replacement should be necessary.
If you are collecting your order from one of our stores, please ensure that you are completely happy with your product before leaving the store as Carpetright cannot accept liability for any damage to your products once they are in your possession.
Delivery and/or installation dates are estimates only and are given in good faith but are not guaranteed times or dates and should not be relied upon as such. Time is not of the essence of the contract. If the expected delivery time is likely to, or does, exceed 30 days you will be entitled to cancel your order if you wish and receive a full refund, unless we have advised you of a longer timescale and you have agreed to it.
Please check that the products 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.
We do not deliver products ourselves but use third party delivery services. Your details will be shared with them to allow delivery to take place. We will share your information (name, address and contact details, together with the product being delivered) with the delivery provider.
As dates are estimates only, Carpetright does not have any liability for loss of earnings or compensation for manufacturing delays and/or missed appointments either by Carpetright employees or third parties.
It is your responsibility to ensure that there is adequate free parking and free and clear access and clearance to allow the products to be delivered without damaging the products or any decoration through the route of access. If you do not do so, no responsibility is accepted for any damage caused unless and to the extent we have been negligent.
Storage of Products
We will only keep products in our warehouse for a maximum of three months after the date of your order. This includes any part-fitted products. You must accept delivery of your products within this time. If not, you authorise us to dispose of your products with no liability on us. In the event that we agree to store your products for longer than three months, we will advise you of the charges for storage, and you agree to pay such charges in advance. Further, you accept that during the period in excess of three months, your products may be damaged, and you accept full responsibility for such damage.
If you wish us to arrange for your floorcovering to be fitted, you appoint us as your agent to arrange the fitting of your product. There is a fee payable for us to act as your agent. Alternatively, you may make any other arrangements for fitting the product yourself. We will take reasonable care to identify a fitter we believe is suitable to fit the products you have purchased from us and liaise with you and the fitter to arrange a suitable date. You authorise us to enter into an oral contract for fitting of your product(s) (and uplift of your current products if you have chosen this option) with independent self-employed fitters in your name and on your behalf. The contract for fitting will be under a separate agreement between you and the fitter. You must pay the fitter for the fitting services on completion of the fitting, unless the fitting is taking place on different occasions, in which case you must pay the fitter for the work completed on each occasion (for example, if a lounge, hall, and dining room carpet are fitted in months 1, 2 and 3, as part of a home refurbishment, you must pay the fitter the relevant proportion of the fitting charge upon completion of fitting each room).
We retain full responsibility for the products and services we supply and the fitter is responsible for the standard and quality of, and any liability arising from, delivery and/or installation. Payment for the fitting is made directly to the fitter on the day your order is fitted.
The charges quoted are for the products shown on the order only. If you require additional fitting services these can be agreed with the fitter in advance and quoted for separately.
Doors may need to be trimmed to allow clearance depending upon the depth of your chosen floorcovering. 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. If you have fire doors, external doors or non-wood doors that require trimming, this will need to be carried out by a specialist carpenter and this is not a service which Carpetright will either carry out or arrange. We are also unable to remove, or arrange the removal of, any fire doors or external doors so arrangements must be made prior to the fitting date to avoid any delays.
Uplift and Disposal
If you have opted for the ‘uplift and disposal’ service, the fitter, under the contract between you and the fitter, will remove your old flooring, all offcuts and packaging from your new flooring. Even if you have paid for the service, the fitter will only carry out this work if the floorcovering is not soiled and there is no health and safety risk to the fitter in respect of the product being uplifted. Your fitter will return the flooring removed to Carpetright for disposal. If you have decided not to opt for this service, it is your responsibility to uplift your existing flooring prior to your fitters’ arrival. Your fitter will then bag up any offcuts from your new flooring and leave them for you to dispose of. If you would like to keep any offcuts, please advise your fitter upon arrival at your home.
We expect self-employed floorcoverings installers to cover the cost of travel up to a 30 mile round trip from the store to the installation address. There may be additional charges for longer distances, difficult parking restrictions or unusual requests e.g. ferry crossings. These charges will be payable to the fitter.
Appointment Times and Dates
Fitting appointments are estimates only and 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. Time is not of the essence. We cannot accept liability for delayed arrival of the fitter.
Damage and Scuff Marks
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 Carpetright nor any fitter undertake to carry out any redecoration, except where damage has been caused by that person’s negligence.
Our Home Flooring Surveyor and Subfloor Preparation
We will only carry out and take responsibility for any free survey where the product to be installed is subsequently purchased from us.
If you have asked a Carpetright home flooring surveyor to visit your home and check the suitability of a particular product to be supplied by us for your flooring, the survey is limited to checking what is physically visible without lifting existing floor coverings. If you would like the entire subfloor checked, it is your responsibility to lift the existing floorcoverings prior to inspection. Following inspection, we will advise of any works that may be necessary prior to the installation of your product as revealed by the survey of the subfloor. You can then decide whether you wish for a fitter recommended by us to carry out any subfloor preparation under a separate agreement between you and the fitter, or whether you wish to arrange to carry out any appropriate works yourself.
If you elect to carry out any subfloor preparation works, it is your responsibility to ensure that the works are completed to an appropriate standard in accordance with the manufacturer’s instructions for the product(s) used and all relevant British Standards. You will need to provide the store arranging the fitting with evidence that this has been completed prior to the fitter attending to fit the floorcovering.
If we are negligent in carrying out the survey resulting in damage to the floorcovering and the product is subsequently purchased from us, we will:
(a) Uplift the floorcovering
(b) Carry out any works which would have been identified had we not been negligent; and
(c) Re-lay the uplifted floorcovering (unless it has been damaged whilst being uplifted, in which case it will be replaced)
Quotations and Fitting
All quotations and orders are on the basis that the subfloor is suitable for fitting the flooring you have selected without additional work. It is your responsibility to ensure that this is the case. We can carry out a free home flooring survey (please see above). Any fitter recommended by us will fit the product on your subfloor as it is when he or she arrives to fit the floorcovering, unless you have asked us to arrange for any works to be carried out to your subfloor. If any damage is caused to the product as a result of your subfloor being inadequate, all costs associated with remedying the subfloor and replacing any product are solely your responsibility unless we carried out a survey, please see above.
Your store will advise you of the delivery arrangements (where applicable) for your purchase but delivery may only be to the property and may not include delivery to the room of your choice and/or assembly depending on the type of delivery service agreed at the time of purchase.
While we try and get things right first time, occasionally things don’t go according to plan. Subject always to your statutory rights, if your floorcovering is not of satisfactory quality or is not fit for a purpose which was made known to us, we will replace any defective floorcovering and arrange for the defective floorcovering to be uplifted and disposed of.
If there is a problem with the fitting which we arranged under the agency agreement referred to in these terms and conditions, we will ask the fitter concerned to revisit your property in order for your fitter to carry out any necessary remedial works. Any contract for fitting is between you and the fitter.
This does not affect your statutory rights.
Our products are suitable for normal domestic use and are not necessarily suitable for commercial use, particularly where there are different fire safety standards in respect of some commercial uses with which the products may not comply.
If you are acting other than as a consumer, all terms, conditions and warranties implied by law (other than the warranty as to title) are excluded. You must make your own decision as to whether the products you select are fit for their purpose, even if the purpose is made known to us.
In these circumstances then our liability is limited to the cost of replacing any defective product. No liability is accepted for any loss of rental income, inability to hire the room, loss of turnover, loss of profit or any indirect and/or consequential losses whatsoever.
This provision does not affect any liability we may have for fraud or fraudulent misstatement or for personal injury arising out of our negligence.
Telephone and Web Orders
All orders placed remotely via our website, in the home or by telephone are covered by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For further information please view our website terms and conditions.