Your order – Important Customer Information                                            

Please find below information relating to the terms and conditions which are applicable when you enter into a contract with Carpets 2 You.  These will apply when an order has been placed even if only a deposit has been made within the store.  You should check the details of your order carefully including these terms and conditions and if you have any queries please raise these immediately with a sales representative. Please note that any revisions to your order may incur further costs. Your rights: it is our responsibility to supply you with goods and services which meet your consumer rights.  If you have any concerns that we have not met our legal obligations, please contact us. If you are unclear about your rights or require advice, you can contact Citizens Advice Consumer Service on 0808 223 1133 or www.citizensadvice.org.uk

Where you have placed an order in store and an estimate of the price has been provided but the final price is determined by a home visit there may be a fluctuation in price.  If the price, following the home visit, is lower than the estimate, your contract will reflect the lower price. 

 

You are responsible for all measurements you give us, except where Carpets 2 You have completed a home visit and surveyed the relevant parts of the property and supplied or confirmed measurements.

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Cancellation and refunds

This order is a legally binding contract even if you have only paid a deposit. Cancellation of an order is not normally accepted unless we are in breach of contract, in which case you have the right to cancel. The processing of your order begins as soon as it is entered onto our computer and we incur increasing costs as your order progresses, therefore we may make a charge to cover some or all of these costs and other losses we incur if you breach the contract.

 

If a refund becomes necessary, it will be made to the person named on the sales confirmation or invoice, but credit/debit card refunds can only be made to the same account of the original card used at the time of purchase.

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Delivery and Installation

Please check that the goods you received are the ones you ordered. Check they are for the correct colour, size, and options selected, and that they are examined for apparent faults or damage at the time of delivery and before installation. If on inspection you have any doubts please contact the store as soon as reasonably possible. If you are arranging for the installation via your own 3rd party fitting partner, please ensure sufficient time is allowed for both the inspection of the goods to take place as well as any acclimatisation needs, per the manufacturer’s instructions.

 

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. All delivery and fitting dates are estimates and are given in good faith. Exact arrival and completion times cannot be guaranteed due to the nature of the work.

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Sub Floor Preparation

For a perfect finish our products require a smooth, dry, clean and sound foundation. Our estimator will not be able to ascertain if your subfloor requires extra preparatory work if your existing flooring is in situ at the time of the inspection.  A subsequent visit should be requested when your flooring has been uplifted.  If we are arranging the installation of your flooring our estimator may advise that some remedial work is needed such as smoothing compound or ply boarding before your new floor can be fitted.  These additional costs are to be met by the customer.  This may delay the original installation of your flooring whilst this work is undertaken.  Uneven floorboards and surfaces, if left uncorrected by the customer, can affect the appearance of your new flooring by being seen through to the surface.

 

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Fitting

Fitting is chargeable.  These charges may be payable to the company or the fitting partner and are shown on your sales order confirmation or invoice. The fees quoted are for the goods shown on the order only. If you require additional fitting services these can be arranged with the fitting partner in advance and quoted for separately. Please discuss these with the store staff prior to the fitting appointment E.g.  uplift, waste removal and whipping (the process of stitching the edges of the carpet with a yarn edging to prevent these from fraying).

 

Fitters undertake to carry out their work with reasonable skill and care, but on rare occasions home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper are especially vulnerable and should be allowed to dry fully. A minimum of 72 hours is recommended and when high gloss paint has been used please allow 7 days. Neither we nor any fitting partner undertakes to carry out any redecoration, except where damage has been caused by that person’s negligence.  It is the responsibility of the customer to make the fitting partner aware of any known hazards or issues which may affect their ability to complete the installation.

 

Doors may need to be trimmed to allow sufficient clearance. This is not considered to be part of the fitting work. Fitters may need to remove doors to facilitate fitting and where necessary, leave them ready for you or your appointed carpenter to carry out the trimming and rehanging at a later date.  Some doors, such as fire doors, may not be suitable for modification or need to be carried out by a door easing specialist.

 

Fitters are not permitted to connect or disconnect electrical or plumbed appliances.

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Balances

Sales order or invoice balances must be paid in full prior to installation date.

We reserve the right to charge interest on balances outstanding over 28days from the installation date.

Payment can be made by cash, debit or credit card and bacs transfer. Please refer to your invoice for full details.

 

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Carpets

The samples we display in our stores are intended to give a general impression of the colour and pattern of the carpet. When fitted in a larger area some patterns and seemingly 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 from multi-width rolls) cannot be guaranteed.

 

All carpets are cut at 10cm intervals with a minimum order length of 1 metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. If your room is close to the nominal width of the carpet, please allow for extra in case a join is required.

 

During transportation and storage, the pile may become flattened slightly and this will show as shaded bands.

 

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Wastage

Whilst every effort is made to minimise wastage, customers must accept that in certain circumstances of wastage are unavoidable. We economise where possible to remain competitive.

 

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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 the manufacturer. Where they are provided by the manufacturer, we accept no responsibility for these additional warranties or guarantees. All manufacturers’ wear guarantees do not relate to the appearance of the product but are specifically in relation to being ‘threadbare’.  The appearance of your flooring may deteriorate or vary depending upon your usage, demands and aftercare.  Any damage which has occurred due to negligence, malice, removal, fire, water damage and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty.

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Introduction to Fitter

Where Carpets 2 You has been asked to make the arrangements for your flooring to be fitted, we agree to act as your agent. This includes: introduction to a flooring fitting specialist and arranging the installation of your purchase under a separate contractual agreement between you and them. It also includes monitoring fitting standards, arranging a pre-cut service to aid an efficient and speedy ‘at home installation’, and on the rare occasion of a complaint being raised regarding the fitting, Carpets 2 You will manage the complaint between yourself and the fitting partner.

 

We retain full responsibility for the products Carpets 2 You supplies and will act as intermediary between you and the deliverer/ installer should any liability arise from delivery and installation where Carpets 2 You made the introduction to the fitter.

 

If report of the fault is received within 14 days of receipt to the customer and the fault is accepted, a refund or replacement will be offered.

 

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Health and Safety

Whilst the utmost care will be taken by our staff and contractors, during the use of hazardous machinery and substances, it must be accepted that the purchaser of goods and services offered by ourselves will be responsible for the safety of our staff and contractors, whilst they are employed on their behalf. To provide adequate ventilation and identify hidden services (i.e. gas and electricity).

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Security

We understand that you may have concerns about security on the internet. Our Site uses a secure server in our online ordering process to protect your personal information.

 

We recommend that you do not communicate your payment card details to anyone, including us, by email. We cannot be responsible for any losses you may incur in transmitting information to us by internet link or by email. Any such loss shall be entirely your responsibility.

 

If you have any additional queries about security, please contact us.

 

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Our liability

We will not be liable to you where performance of any of our obligations is prevented or restricted by any circumstance or cause beyond our reasonable control.

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You are responsible for the use you make of the Service(s) you order. To the extent not prohibited by law, we accept no liability for any loss or damage which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, business interruption, loss of business or opportunity and other similar losses).

 

We accept liability for death or personal injury caused by our negligence and responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

 

Nothing in this section or elsewhere in our Trading Terms affects your statutory legal rights.

 

 

Personal Data

We will only use your personal information in accordance with our Privacy & Cookie Policy. Please take the time to read our Privacy & Cookie Policy, as it includes important terms which apply to you.

 

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General

Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Trading Terms.

 

If any part of these Trading Terms is found to be unenforceable as a matter of law, all other parts of these Trading Terms shall be unaffected and shall remain in force.

 

You and we agree that English law applies to these Trading Terms and that any dispute between us arising out of or in connection with these Trading Terms will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.

 

A person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

 

Even if we delay in enforcing this agreement, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Trading Terms, or if we delay in taking steps against you in respect of your breaking this agreement, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Services, we can still require you to make the payment at a later date.

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How to contact us

Please feel free to contact us using the details set out on our Site.

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