Carpetright cancellations, returns & refunds
Your cancellation rights
The following is only applicable where a contract has been made either:
- over the internet; or
- by telephone; or
- in your home
It does NOT apply where a contract is made in a store.
In addition to your normal statutory rights, subject to certain exceptions, see below, as a consumer you also have the right to cancel the contract at any time up to fourteen days after the date your order is delivered to you, or if you have ordered more than one item and they are delivered on different dates, fourteen days after the date of the last delivery of your order. You may use the Cancellation Form which has been provided to you and return it to the relevant store or to Carpetright.
If your order hasn’t been delivered and you wish to cancel it please call our web sales helpline on 0330 333 3444 and we’ll check whether cancellation is possible.
Call to buy orders
If you placed your order by phone via the web sales helpline, please call 0330 333 3444 and one of our web sales team will check whether cancellation is possible.
Phone orders and orders placed in the home
If your order was placed over the phone directly with one of our store or was placed with an estimator in your home, it has not been delivered and you wish to cancel your order please contact the store who will check the status of your order and confirm if cancellation is possible. Alternatively, you can use the cancellation form which has been provided and deliver it to the relevant store.
Cancellation and return exceptions
Your right to cancel doesn’t apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size. If the goods are excluded from your right to cancel, we will find out whether 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. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.
Mattresses and bedding
In respect of any mattress, headboard, mattress protector, pillow or bedding, these have been sealed to both protect the goods and for health and hygiene reasons. Consequently, if they are unsealed after delivery then your right to cancel and return the goods lapses. You are under a duty to take reasonable care of the goods until the end of any cooling off period.
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. Please contact the store from which the goods were ordered within 14 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.
In-store only rugs:
If you purchased your rug either at your local Carpetright store or by telephoning your local Carpetright Store, that rug can only be returned without charge to your local Carpetright store.
Online exclusive rugs:
If you purchased your rug(s) via the Carpetright website or via our telesales team and wish to return we will arrange collection of the product(s). There will be a collection charge of £6.99 for the product(s). Online exclusive rugs cannot be returned to store.
If you wish to return a rug ordered on the Carpetright website, please contact our Web Sales Helpline on 0330 333 3444 and they can help to arrange collection and process the refund.
After this statutory fourteen day ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please do not hesitate to seek advice from Trading Standards or other advisory body.
When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded.
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you return your item directly to one of our stores, please make sure you take with you the card that you used to make the purchase
Refunds can take up to 14 days to process.