TERMS & CONDITIONS

ORDERING

Please ensure you check your order and quantities are correct before finalising and checking out. Once you have checked out we will send a confirmation of the order.

If there are any errors made whilst ordering you will be liable for all delivery and return charges if the items have already been dispatched even if the items ordered are incorrect.

Once an order has been placed you will receive an order confirmation email to the address provided in your order, it will contain all the necessary details related to your order e.g. order number, delivery address, total cost as well as all the products you have ordered, please look over this email to ensure everything is as it should be.

On the rate occasion we have run out of stock of the selected product, we will contact you offering an alternative or a refund. Please note refunds being issued back to a bank via a card payment can take up to 5 business days to show in your account.

DELIVERY

We plan our deliveries to ensure that they are hassle free and scheduled to your availability, please take time to review this delivery policy. For insurance reasons all deliveries are kerb-side only and we recommend you have assistance in carrying the goods into your home.

We offer free delivery to any order over £249 within UK Mainland. Please note however that our delivery charges stated in the listing do not cover some areas of the UK, customers in Northern Ireland, Isle of Man, Channel Island, Scottish Highlands and Islands. These remote areas will be subject to a surcharge and or a small delivery delay.

The dispatch and delivery time varies from product to product, you can find the exact delivery information on the product page. Our couriers will attempt to deliver your goods between 9.00am and 6.00pm Monday to Friday and will always aim to have the goods signed for. If you have information you wish to give the couriers for example, a safe place location or day/time not available please add this to your order in the comments box provided.

In the unlikely event that we are unable to deliver your goods within the stated time, we will contact you via email and or telephone to update you on the expected delivery date. We will use the email and telephone number provided when the order is placed.

Before we dispatch your order, we'll request that you ensure that someone is available at the delivery address on the date of the delivery to receive your goods, as once the goods have been dispatched we are unable to change the delivery address. Once you have received your ordered product please sign the delivery document produced by the couriers.

PRICING

We endeavour to display correct pricing and descriptions at all times, however Carpets Online reserves the right to reject the sale of an incorrectly priced item. This does not affect your statutory rights as a consumer.

PRODUCT REPRESENTATION

We take great care in insuring all our products are represented as accurately as possible. The specifications are taken from the manufacturers / suppliers, this insures that the product you receive will be the product you chose. Please note however that due to the manufacturing process that some of our products are subjected to, slight colour differences may occur. Images may not always display the exact colour of the carpet, where this is a key concern please contact us to see if we have samples we can send to you. Due to monitor settings, brightness and colour and circumstances such as light exposure the product you receive may have a slight colour variance. Please take the above into consideration before making a purchase.

RETURNS/CANCELLATIONS

You have the right to cancel the order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

If you aren't completely satisfied with any product you have purchased from us, please contact us within 14 days from the date you have received the product and our customer service team will guide you through the return process.

If the goods ordered are bespoke (As in cut to your size instead of a roll-end), we will still accept the return however a re-stocking fee will apply to the order. This re-stocking fee will be 30% of the purchase price of the order. The balance of the account minus the re-stocking fee will be refunded via your original payment method.

If you place an order and wish to cancel before the item is delivered but the goods have already been cut we may still be able to cancel the delivery, however, you will still have incurred a re-stocking fee to cover the costs associated with a bespoke order. This re-stocking fee will be 30% of the purchase price of the goods. The balance of the account minus the re-stocking fee will be refunded via your original payment method. We regret to inform you any item that has been cut into or used in any other way would not be eligible to return.

You are responsible for the return costs of your order. You can arrange for the return using a courier of your choice or alternatively we can arrange it for you. Please note our courier collections are considerably more expensive than the original delivery cost as it is a "one off" collection rather than the courier picking up multiple items from our warehouse at one individual time.

If you would like us to arrange the return for you the cost will vary depending on the item being returned, we will inform you of the cost before proceeding. The full value of the original order (including any original delivery fee) will be refunded minus the collection cost. If any re-stocking fees are due these will be deducted at the same time.

To exercise the right to cancel, you must inform us at Carpets Online, Carpets Online 306 Leeds Road Bradford West Yorkshire BD3 9QX or hello@carpets-online.co.uk. Inform us of your decision to cancel your order by a clear statement(e.g. a letter sent by post, fax or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.

Our returns address is:

Carpets Online 306 Leeds Road Bradford West Yorkshire BD3 9QX

Returns Guide

We are confident that you will be over the moon with your order. Sometimes things don't go right. We will do our best to make sure that we can resolve things for you.

R.1 - We work quickly to get our products out to you. You can cancel any order at no extra cost provided it has not been cut or shipped. so if you've made a mistake don't worry just get in touch by email as soon as possible. If your product has been cut or shipped carry on reading below.

R.2 - You have the right to cancel and return your order within 14 days of delivery. Please note you will be responsible for the organisation and cost of returning the item(s) to us.

R.3 - All items must be returned in the same packaging and condition in which they were received by you. The returned products remain the responsibility of the customer until received and signed for. We would advise you to insure your return against damage. Upon arrival into our warehouse the goods will be inspected to ensure no transport damage has occurred. If the returns are found to be damaged this may result in deductions and/or rejection.

R.4 - In the unlikely event that we send the wrong product or size we will arrange for a replacement of the item(s) free of charge. This is provided the product is still in its original condition that it was delivered in and has not been fitted or altered in any way.

R.5 - In the unlikely event that the goods delivered are faulty or damaged, you must contact us as soon as possible before cutting and/or fitting the item(s). We will arrange for the faulty or damaged goods to be collected and replaced. If any item is removed from its original condition and either cut or fitted we will be unable to replace the item(s).

R.6 - Sometimes the stock levels or product specifications from the manufacturer may change. In these situations we will do our best to offer you an alternative. We may supply a substitute of the same but often better quality at the same price. We will contact you and discuss this with you before fulfilling your order.

R.7- If you are not happy with the flooring, we are happy for the flooring to be returned. However, you will be liable for cost & organising the product to be returned. Ensure goods are fully packaged as received (undamaged). A restocking fee will also be deducted from any refund.

R.8 - All flooring must be inspected prior to installation. We will not accept any liability after the flooring has been installed.

R.9 - Bespoke items that are manufactured or cut to your specific measurements will not be eligible for refund or return.

R.10 Our 14-day cooling-off period does not apply to any orders made by the trade or non-consumers. Refunds will only be awarded if we did not supply you with the product that was ordered. Normal deductions will apply to all refunds, including costs accrued from handling or from use by you, and any drop in the product’s value caused by you.

FAULTY/ INCORRECT GOODS

Any delivery dates are estimates and that there is always a chance of unexpected delays and customer need to leave sufficient time between the expected delivery date and any installation as we will not be responsible for cancelled fitting charges.

Please check that you have received the correct item once it gets delivered and ensure that it is the right size before installing or arranging the installers. Please send us an email on hello@carpets-online.co.uk with a photographic evidence if there is any issue or defect in the product along with the order reference no. We will be happy to replace the product at no additional charge.

Unfortunately we won't be able to exchange the item if it has been used, altered, trimmed, installed or cut in any way.

We apologise for any inconvenience caused.

Size variance : All through the sizes are quite accurate however due to nature of the product and manufacturing process it's hard to achieve exact size therefore please allow a size variance of 1.5% while placing the order as per the industry standards.

If you need any further information regarding the delivery of faulty/incorrect goods, please don't hesitate to contact one of our customer service representatives on 0330 0434350 or email: hello@carpets-online.co.uk

Carpets Online

S&R Carpets Ltd

Forster Square Retail park, 60 Valley Rd

West Yorkshire,

BD1 4AA

United Kingdom

Telephone: 0330 0434350

Email: hello@carpets-online.co.uk