Terms and Conditions

1. "We" relates to the store operator - CarpetWays Direct (UK) Ltd.
2.  "Customer" relates to the person or company buying goods from CarpetWays Direct (UK) Ltd.
3.  "Price Paid" relates to the price paid by the Customer for the product excluding carriage.
4.  "Product" relates to any flooring components supplied by CarpetWays Direct (UK) Ltd.
5. "Shop" relates to the store purchased from

Thankyou For Placing Your Order With CarpetWays 

The order you have placed is a legally binding contract even if you have only paid a deposit.  Under this contract you have rights and obligations. If you are unsure of your rights and obligations at any time we would advise you to seek independent advice. Please check the details throughly, including these terms and conditions which apply to your order. Should you have any queries please raise these immediately with a store member of staff.

Where the quantity of materials and the final price of your order is to be determined by a home visit we will refund the difference between the in-store estimate and the confirmed price of your order if the price is lower than advised.  If the confirmed price is significantly higher we would allow you to cancel the order and be given a full refund of any deposit paid providing that you have not already told us to proceed with your order.

YOU are fully responsible for all measurements that you give us, so please ensure you have double checked any sizes. The exception to this is if  a home survey has been carried out by us and we have supplied/confirmed measurements.

Legal Title
The legal title to the Goods shall remain in the property of the Company until any monies whatsoever which are owing to the Company by the Customer have been paid. The Company reserves the right for its agents, servants and/or employees to enter the premises of the Customer and repossess the Goods, in the event of non-payment of the outstanding balance.

Please check the goods you receive are the same as goods ordered, correct colour, size and any other specific options you had opted for upon ordering. Goods must be inspected for apparent faults or damage at the time of delivery and before fitting/assembly.  If on inspection you have any doubts please contact the store immediately. In all cases genuine complaints will be dealt with in good faith, however your rights may be adversely affected if you do not contact the store you purchased from as soon as possible.

DELIVERY & FITTING DATES

All delivery and fitting dates are given in good faith.  Exact arrival and completion times cannot be guaranteed due to the nature of the work involved. Although the Company will always endeavour to meet all delivery, collection & fitting agreements, no liability will be accepted by the Company for a claim of compensation should the agreed date be changed or extended from the original agreement made.

INSTALLATIONS

We act as agents for independent self employed floor covering installers and we can arrange for an independent installer to deliver and/or install your purchase under a separate agreement with the independent installer and yourself.  We do retain full responsibility for the products and services we provide but the independent installer is responsible for the quality and standard for the installation works and for any liability arising from delivery installations.

• Installers undertake to carryout with reasonable care, skill & attention.  Even with the utmost care being taken on occasion home decor can/may be marked or scuffed during the installation process.
• Newly decorated rooms may be more vulnerable including areas of new paintwork and wallpapering especially.  They should be allowed to dry in full prior to any install.  We recommend a minimum of two weeks.
• Neither we nor the installer accept any liability and will not undertake any redecoration arising to decor unless the damage has occurred by that persons negligence.
• Doors may need to be trimmed after installation of your new floor covering.  This is not part of the fitting work unless it has been specifically agreed and forms part of your contract with the installer. Installers may remove doors to allow for installation for your chosen floor coverings and leave them ready for yourself or appointed carpenter to carry out trimming or re-hanging.
• Installations: It is recommended that all carpets are laid in accordance with BS5325:2001 (a copy of which can be obtained from libraries or HMSO)or as per the National Institute of Carpet Fitters installation manual)

CARPETS 

The samples we display in our shops are intended to give a general impression of colour and pattern.  Please regard samples as a colour guide only. 

• When you receive your flooring, please remove all packaging and visually check the product itself to ensure it is the correct quality, size, pattern and colour as you expected, and free from damage and/or defects. Once you or your installer have cut into and/or fitted the item, you are the owner and CarpetWays Direct (UK) Ltd. cannot be held responsible for any exchanges or fitting costs.

• Colours - We are unable to guarantee an exact colour match. If an exact colour match is required please contact us at the time of ordering and we will do all that we can to help. An exact colour match is especially hard to achieve when different widths have been used, or the flooring has been ordered on different dates. Colour may vary slightly from dye batch in current productions. We cannot guarantee exact colour matching, if you require a colour match we can request this but it is not guranteed. 4m & 5m rolls can't be colour matched. When carpet is fitted in larger areas patterns apparently random blends of yarn can have an inherent striped effect, or additional patterns and colours may be visible that are not obvious on the sample in store.

• All pile carpets, especially plain grounds are liable (after they have been in use for some time) to shading, i.e. to show light and dark patched areas. This is due to uneven pressing of the surface by treading. Light and delicately shaded carpets are liable to become soiled with wear and it may appear that the colour has faded. Both tendencies are inherent in all pile fabrics and therefore we cannot accept any responsibility for complaints arising from either of these causes.

• Flattening - Flattening will occur as a result of traffic which eventually flattens the pile particularly in the main areas of use. All pile fabrics will flatten to greater or lesser degree dependant on the amount of traffic to which it is subjected and the construction (tuft density/pile fibre/height/weight) of the product concerned.  This is not a manufacturing fault.

• Areas where foot traffic twists and turns is especially prone to changes in pile (flattening) this is not a fault.

• Pile Reversal - Like shading this occurs when the pile or nap of the carpet changes direction and thus reflects light at different angles showing the effects of shading which can be become permanent. It is also described as watermarking. This can happen to every carpet construction. Like shading it can be more apparent on plain carpet because heavy patterns can disguise the effects. It can occur quite quickly after the installation. A tremendous amount of research has been carried out over many years by many institutes to determine the cause of this phenomenon but none of it has proved conclusive. There is no commonly known manufacturing process which can cause or cure this phenomenon and therefore it is not a manufacturing fault. For further information please check with individual manufacturers recommendations.

• Shedding: All cut pile carpets will loose short fibre, which is created during production when spun yarn is cut for tuft formation. These fibres fall onto the surface of the pile and appear as fluff. The effect varies with yarn type and may be removed without detrimental effect upon the carpet by vacuum cleaning. This excess fibre is only a small fraction of the total fibre contained in the carpet.

• Sprouting: Occasionally an odd tuft or two can work its way to the surface and stand proud of the rest of the pile. This is probably due to one end of the tuft being longer than the other i.e. J shaped tuft instead of V shaped. Remedial action merely requires that the offending tufts be scissor trimmed level with the rest of the pile. They should never be pulled out.

• Fading on Wool: Carpets made from wool can and do fade in use. The degree of fade can vary depending on the colour chosen and the local conditions to which the carpet is subjected. Fading can be caused by exposure to ultra violet light which is found in daylight, but is accelerated when sunlight shines directly onto the carpet. This has the effect of lightening or bleaching the colour just as exposure to sunlight will lighten human hair. Wool is, after all, animal hair. Protection should be given to carpets exposed to such conditions just as you would protect other furniture or fabrics. A complaint on fading would be considered justified if it failed to meet the required shade standard when tested to the British Standard BS1006 (1990).

• During transportation and storage the pile on carpet may become crushed.  and this will show as shaded bands across the carpet pile. These will disappear with time as the carpet settles into its new environment and as the pile is flexed through traffic and regular vacuuming.

• Gripper may be felt around the edge or close to skirting boards, stair risers.  This is normal but if during the fitting process by request the fitter can flatten the pins, this will however effect how the gripper can be reused if you change your flooring.

• Underlay - Re-Using existing underlay may result in abnormal pile flattening and carpet wear.

• Vacuum Cleaners - We recommend the use of rotating brush vacuums for cut pile carpet and suction only for loop pile carpets.  Use the correct setting for your carpet & floor covering as determined by the vacuum manufacturer.

• All dimensions are in accordance with British Standards 3655 (1974) +/- 1.25% in width and/or length.  Our carpets are cut at 10cm intervals with a minimum order of 1.50 linear meters.  Please allow sufficient length & width on your measurements to allow for the tolerances.

• Whilst every effort is made to deliver goods on the day specified, this service is not guaranteed. We cannot offer compensation as a consequence for late or early delivery. Any information given regarding anticipated delivery times or dates is given in good faith.

VINYL FLOORING

• We are unable to guarantee an exact colour match. If an exact colour match is required please contact us at the time of ordering and we will do all that we can to help. An exact colour match is especially hard to achieve when different widths have been used, or the flooring has been ordered on different dates.

• Vinyl Flooring should be laid on top of existing vinyl flooring or tiles.  It is recommended that areas over 14sqm are fully bonded to the subfloor.

• All dimensions are in accordance with British Standards 3655 (1974) +/- 1.25% in width and/or length.  Our vinyls are cut at 10cm intervals with a minimum order of 1.50 linear meters.  Please allow sufficient length & width on your measurements to allow for the tolerances.

Laminate/SPC/LVT Flooring:

• We are unable to guarantee an exact colour match. If an exact colour match is required please contact us at the time of ordering and we will do all that we can to help. An exact colour match is especially hard to achieve when different widths have been used, or the flooring has been ordered on different dates.

• No liability can arise for installations of the above floor coverings when a home survey has not taken place to inspect the subfloor and any recommendations have been. adhered to prior to any installation.

• Moisture can effect hard floorings such as laminate/SPC/LVT its important to follow any manufacture installation and care guides.

• Fitting of any hard floor covering should adhere to manufacturer recommendations.

BEDS

Upholstery foams and fillings including memory foam will soften as a result of use and some visible settlement (hollows) is to be expected. Comfort is a very personal matter you must be sure to test your chosen mattress/divan to satisfy yourself of its suitability for use as we do not offer a comfort guarantee. When a showroom model is sold this may have imperfections, please ensure it is satisfactory condition before purchase.

1. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation, or any other liability which may not otherwise be limited or excluded under applicable law.
2. Subject to Section 1 above, we will use reasonable endeavours to verify the accuracy of any information on the website but make no representation or warranty of any kind, express or implied statutory or otherwise, regarding the contents or availability of the website or that it will be timely or error-free, that defects will be corrected, or that the website or the server that makes it available are free of viruses or bugs, or represents the full functionality, accuracy, reliability of the website we will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website and we accept no liability of any kind for any loss, damage from action taken or taken in reliance on material or information contained on the website.
3. Subject to Section 1 above, other than expressly provided in these Terms and Conditions with respect to specific products and except for the exclusive remedies set out in Returns, Cancellation and Substitution Section above, any indemnities, warranties, Terms and Conditions (whether express or implied) are hereby excluded to the fullest extent permitted.
4. Subject to Section 1 above, we will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent on negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any:
   • Economic losses (including without limitation loss of revenues, data, profits, contracts, business or anticipated savings).
   • Loss of goodwill or reputation.
   • Special or indirect losses.
   • Injuries suffered or incurred by that party arising out of, or in connection with the provisions of any matter under these Terms and Conditions.
5. Notwithstanding the above, subject to Section 1 our aggregate liability (whether in contract, tort or otherwise) for loss or damage shall, in any event, be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same cause.
6. This Section does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.
7. We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorized access to information provided by you.

Installation and order queries 

Contact your local branch for queries relating to in-store purchases and installations - you can find details here https://www.carpetways.com/our-stores/

Complaints 

Before making a complaint

If something's not quite as you expected. Normally the best way to deal with this is by speaking to the Store Manager where you placed your order. Our store management teams are here to help and they will do everything they can to find a solution to any concerns you may have. If you purchased from us online then please contact our telesales team by letter, phone or email. If you wish to make a complaint, please find details of how you can do this below.

Use this Our Stores link to find details of the store where you placed your order. (opens in a new window/tab)

How to make a complaint
A complaint can be made via numerous channels. However the first point of contact for all customers will be the store manager, who will endeavour to resolve the customer’s complaint. If as a customer you're still not happy with the resolution suggested by the store manager, you can alternatively fill in our online complaints form which our complaints team will review and respond within 7-10 working days.  They may contact you prior to a formal response to gather further information to conduct an investigation into your complaint. https://www.carpetways.com/complaints-procedure/ (opens new window/tab)

Your order is a legally binding contract even if you have only paid a deposit. Cancellation of orders are not accepted unless we are in breach of the contract or you otherwise have a right to cancel. The processing of your order begins as soon as its entered into our computer system and we incur increasing costs as your order progresses therefore we may make a charge to cover such costs and losses we incur if you breach your contract.

If a refund is agreed it will be issued only to the person named on the original order named on the sales invoice and will be credited to the original payment form used upon placing the order.

Cancellation Fees 

Roll Ends & Roll Stock

All carpet & vinyl roll ends are subject to a 105 re-stocking fee as standard. If the flooring has been removed from the store it must be returned within 7 days in perfect condition to be considered for a refund.  The product will be inspected upon return and any heavily creased, marked or cut products will be rejected.

Special Orders

If a carpet or flooring product has been specifically ordered from a source outside of the company than no refund can offered.  If a carpet or flooring product has been specifically ordered from outside the branch than a restocking fee of 25% will apply.  Any cancellations must be made 5 days prior to agreed fitting date if arranged at the time of purchase.

LAMINATE & LVT

Any laminate, LVT, SPC or other hard flooring will be judged on an individual returns basis. If the return is due to excess product than no fee will be charged on the condition the products are returned within 14 days from purchase in their original packaging and acceptable condition. If the items were specifically ordered from outside the branch then the SPECIAL ORDER terms will apply.  If you require a full refund because of any reason outside the branches control then a 25% re stocking fee will apply.

Accessories 

Underlay, gripper, door metals, beading or other miscellaneous accessories purchased will only be accepted if purchased originally at full price spereate items and not in conjunction with "deal" offered by the sales person at the time of purchase.

Product guarantees

We are responsible for ensuring that the products 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.

1. The contract between us shall be governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England. English is the only language offered for the conclusion of the contract.
2. We have selected our products on the basis that they will be used for domestic use only (exceptions apply and are clearly marked as suitable for contract/ commercial use), if you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose. Our maximum liability to business users arising out of or in connection with the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud). In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for neither loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
3. We shall be under no liability for any delay or failure to deliver products or otherwise perform any obligation as specified in these Terms and Conditions if the same is wholly or partly caused whether directly or indirectly by circumstances beyond its reasonable control.
4. To provide increased value to our customers, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked websites we are not responsible for the availability of such external sites or resources, and do not review or endorse, and are not responsible or liable(directly or indirectly).
5. You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions or any related order for products to any third party unless agreed upon in writing by CarpetWays Direct (UK) Ltd.
6. We reserve the right to transfer, assign or sub-contract the benefit of the whole or part of any of its rights or obligations under these Terms and Conditions or any related contract to any third party.
7. If any portion of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these Terms and Conditions shall not be affected.
8. These Terms and Conditions do not create or confer any rights or benefits enforceable by any person that is not a party (within the meaning of the U.K. Contracts (Rights of Third Parties) Act 1999).
9. These Terms and Conditions including the documents or other sources referred to in these Terms and Conditions supersede all prior representations understandings and agreements between you and CarpetWays Direct (UK) Ltd relating to the use of this website (including the ordering of products) and sets forth the entire agreement and understanding between you and CarpetWays Direct (UK) Ltd for your use of this website.