Carpetright plc and its associated companies, aim to give you the best possible value and service at all times. The following Terms and Conditions will explain how we will deal with your order and you should read them carefully. They can be viewed at any time by clicking the Terms and Conditions link at the bottom of each page.
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 400 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 Locator.
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 looking for assistance with a purchase you made please log in to your account, go to My Enquiries, New Enquiry, or call our Customer Service Team on 0330 333 3444.
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 within 48 hours to the address you have supplied to confirm receipt, your order will then be processed by our Sales Team. This acknowledgment is neither an order confirmation nor an order acceptance by us. 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 installments). 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 Team on 0330 333 3444 or via email to [email protected] 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.
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.
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
While we try and get things right first time, occasionally things don’t go according to plan. In such circumstances our responsibility is limited to the direct costs and we will take one of the following courses of action:
We only contract directly with consumers and our products are suitable for normal domestic use. They 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 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.
Estimated delivery and/or installation dates are given in good faith but are not guaranteed times and should not be relied upon as such 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.
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.
Bed delivery services are provided by a third party and different service level agreements apply to different products.
Please be aware that on orders from certain suppliers or a group of items chosen from different manufacturers may extended your delivery date by up to 7 days.
For detailed delivery information please read our delivery guidelines which form part of these terms and conditions.
Online Exclusive Rugs
Online exclusive rugs are delivered via a Third Party courier (APC). Upon dispatch you will receive an email with a consignment number and tracking information. You can track your parcel here using these details.
Unfortunately, Carpetright are currently unable to deliver to any of the following postcode areas:
BFPO, North & South Uist, Barra and the Scilly Isles.
At Carpetright we want our customers to have confidence that they are getting the very best value on all our flooring and beds. That's why we constantly check our prices against our competitors to ensure our prices are competitively low.
Just so you know, all of our low prices have been promoted, with no additional promotional discounts, for at least 28 days in the last six months.
After Event Pricing
Effective from 6th October 2017 - 1st November 2017
After event pricing is in place for the following product: Capri Bed Frame.
We'll beat any quote
We guarantee that we will beat the on-the-floor, delivered, fully fitted price from another retailer for the same floor covering, floor preparation and ancillary products. We also guarantee that we will beat the delivered price of an equivalent divan, bed frame or mattress of the same brand.
Never beaten on price
We will refund the difference If, within 28 days of purchase from us, you either:
Conditions to both the promise to beat any quote and the refund the difference promises:
Discounts are clearly highlighted in store and online and some items may not be included in this promotion.
The list price may not be the last selling price of a particular product.
Competitions: all competitions are ran across all social media channels unless specifically stated
The newsletter sign up voucher code is for one use only. The offer applies to items in your basket of the following values: 5% off items £100 or more , 10% off items £250 or more, and free delivery on items over £300. No two codes can be used together.
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 regularly assess the quality of work undertaken by our recommended floorcoverings installers and ensure they have the necessary credentials to represent Carpetright. 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. These charges may be payable to the company or the contractor and are quoted for the goods shown on the order only. If you require additional fitting services, for example; uplift and dispose of old floorcovering, floor screed, carpet edge whipping etc., these can be agreed with the store and/or fitter in advance and quoted for separately on your order.
If you have opted for our ‘uplift and disposal’ service, we will remove your old flooring and all offcuts and packaging from your new flooring. If you have decided not to opt for this service, it is your responsibility to uplift your existing flooring prior to the fitters arrival. The fitter will then bag up any carpet remnants 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. The fitters will move up to five pieces of empty furniture from your room. Please ensure that these items contents are cleared prior to the fitting date to avoid any delays or inconvenience with your fitting. This does not include white or electrical goods or items over 4ft in height.
Doors may need to be trimmed to allow clearance. This is not part of the standard fitting charge unless agreed in advance. 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 that require trimming, this will need to be carried out by a specialist carpenter and this is not a service provided by Carpetright. We are also unable to remove fire doors and so arrangements should be made prior to the fitting date.
We expect our recommended 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 i.e. ferry crossings. These charges may be payable to the company or the contractor.
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.
House Beautiful Collection measures and fittings can only be undertaken by House Beautiful stores. A list of these can be found at: http://www.carpetright.co.uk/info-centre/wp-content/uploads/2015/10/House-Beautiful-Stores.pdf
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 Locator.
We quote the nominal sizes for the products we sell. These sizes are approximate and small variations may occur.
We offer a free home measuring and estimating service to ensure you have the correct quantity and type of floor covering. If you do not use this service then 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 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 British Standard 3655
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.
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 British Standard 3655. If your room is close to the nominal width of the vinyl please allow extra material.
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 & Mattresses
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.
Please be aware that our mattress spring count quotes are based on the number of springs found in a 5ft or 150cm mattress.
All our bed frames are self-assembly.
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.
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 0330 333 3444.
The Carpetright Guarantee for Beds & Mattresses
60 Night Comfort Guarantee
If you’re not entirely happy with the comfort of your new mattress, we will gladly let you exchange it under our unique 60 Night Comfort Guarantee. Simply comply with the following to get a comfort exchange:
10 Year Mattress Guarantee
A good mattress should last at least 10 years. At Carpetright we are so confident in the quality of ours, we guarantee them for 10 years. We will repair or replace a mattress if it should prove defective within the terms of the warranty, subject to conditions. This warranty does not apply where the defects are due to:
If you require any help after you have made your purchase please contact us.
If you have made your purchase;
At a shop; please contact the shop directly or call our Customer Service Team on 0330 333 3444 Online; please log in to your account, go to My Enquiries, New Enquiry, or call our Customer Service Team on 0330 333 3444 or email to [email protected].
If you remain unhappy with our final response to a complaint, you may be entitled to refer your complaint to an Alternative Dispute Resolution provider. We will provide details of a ADR provider in our final response letter.
Alternatively, if you are not in the UK, you may be entitled to refer your complaint to the EU Platform for Online Dispute Resolution (ODR): http://ec.europa.eu/consumers/odr/
By purchasing over the internet or by telephone you are entering into a “Distance Contract”. In addition to your normal statutory rights as a consumer you also have the right to cancel the contract at any time up to 14 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, 14 days after the date of the last delivery of your order.
This right does not 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. In respect of any sealed mattress, 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.
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, alternatively you can call our Customer Service Team on 0330 333 3444 or email to [email protected].
If your order has not been cut to your specification we will accept a cancellation and refund your money. If, however, the product has been cut to your specifications we will accept cancellation and deduct 20% 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 proceed to cancel the order. 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 Customer Service Team on 0330 333 3444 or email to [email protected] 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, except in respect of rugs purchased in store (this does not include online exclusive rugs), which may be returned without charge to your local Carpetright store. Alternatively, if you wish us to collect any rugs purchased in store, a charge will be made relative to the size and weight of the rug being returned. Details of charges are available from the Customer Service Team on 0330 333 3444.
Any refund of the purchase price in respect of returns, will be made after deducting the applicable collection charge. 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.
Please see the terms and conditions for the competition titled ‘WIN £500 TO SPEND ON A BED AT CARPETRIGHT' below:
1. Entry is open to UK residents, aged 18 and over only.
2. No one associated with the promotion or employees of Carpetright plc or any subsidiaries are eligible to enter.
3. One prize of £500 of beds and the associated delivery charges, at the selling prices shown in store on the date of purchase (including any in-store promotional discounts.)
4. Only one entry per person.
5. Prize is valid for a year from the date of draw.
6. All monthly entries to be received before midnight on the last day of each month.
7. Entries received after the closing date will not be included in the draw. Incomplete entries and entries from third party agents or bulk entries will not be eligible for the prize draw. The promoter will not be responsible for any entries that are not received by it for any reason, by the closing date, whether lost, delayed, corrupted or otherwise, and whether or not due to any technical difficulties or malfunctions.
8. The prize is as stated and is non-transferable, no cash or other alternatives will be offered.
9. If the value of your order is more than the value of the voucher, you must pay the difference in price by cash, cheque, debit or credit card at the time of placing your order. If the value of your order is less than the value of the voucher, a new voucher or credit note for any balance of £100 or more will be issued by Carpetright plc and will be sent to you by post within 28 days.
10. Carpetright plc reserves the right to amend or alter the terms of competitions and reject entries.
11. The winners will be drawn at random.
12. The winners will be notified by email or post within 14 days of closing date.
13. A redraw will take place if the prize has not been claimed within 4 weeks of the winner being contacted.
14. The decision is final; no correspondence will be entered into.
15. All entrants will be deemed to have accepted these terms and conditions.
Customer Service Competition T&Cs:
By ordering a new floor or bed you are automatically entered into this Promotion, by doing so you agree to be bound by these Terms and Conditions. By opting into this promotion you are agreeing to your details being shared with Carpetright plc. Entry instructions form part of these Terms and Conditions. Entries submitted with incomplete information shall be deemed invalid entries. To opt out, you must state ‘opt out’ at the point of purchase.
Entry is open to UK residents aged 18 and over. Employees (and the immediate families of employees) of Carpetright plc and the agencies/companies associated with this Promotion are not permitted to enter the Promotion.
To enter you must place an unconditional order. Purchase must be made in-store, online or via telesales. One entry per order placed in the Promotion Period. Upon submission of your entry, you assign in full any intellectual property rights or other rights vested in your entry.
For avoidance of doubt, entries must have been received by the Promoter by the closing date and the completion of orders by the end of the Promotion Period in order to meet validity requirements.
The winner will be selected by means of a random draw. The winner will be notified by email within 30 days of the draw The Promoter will use reasonable endeavours to contact the winner using the contact details supplied upon entry to the Promotion. If a winner does not respond within 3 calendar months of the first attempt of contact by the Promoter, then the Winner forfeits the right to claim the Prize and the Promoter is free to nominate another winner. The Promoter reserves the right to cancel, amend, terminate or temporarily suspend this competition at any time with no liability to any entrant or any third party. Three prizes are available to be won, each being the monetary value of the order placed.
If for any reason any aspect of the Promotion does not function correctly, whether by means of infection by computer virus, network failure, bugs, tampering, unauthorised intervention, fraud, technical failures or any cause beyond the control of the Promoter that corrupts or affects the administration, integrity or fairness of the Promotion, then the Promoter may at its sole discretion cancel, modify or suspend the Promotion and/or invalidate affected entries. The Promoter and its associated agencies and companies accept no liability for any loss, expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with the Promotion and/or prizes, other that such liability that cannot be excluded by law including death or personal injury caused by negligence, where liability shall be limited to the minimum permissible by law.
Should you win, you agree to take part for free in any publicity for the Promotion as requested by the Promoter.
This Promotion is subject to English law and the exclusive jurisdiction of the English courts.
For name of the winner please send a SAE to Carpetright plc, Purfleet Bypass, Purfleet Essex, RM19 1TT. The Promoter is Carpetright plc.
Registered in England No 2294875
Registered office: Carpetright plc, Purfleet Bypass, Purfleet, Essex RM19 1TT
VAT Reg No GB810 2986 41
VAT payable at rates prevailing on dates payments are made
Calls to 0330 333 3444 from landlines are charged at up to 9p per minute from within the UK (subject to time of day and calling package). Mobile rates may vary.