Terms & Conditions
Carpetright and its associated companies always aim to give you the best possible value and service. 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 foot of each web page.
By purchasing through this website, you are entering into a legally binding contract with us. This means that both 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. If you are under the age of 18, you may use the website only with the involvement of a parent or guardian.
The information on this website is given in good faith and Carpetright cannot accept responsibility for any loss or damage arising from the information or its use or misuse.
There are a number of Carpetright stores where our products can be viewed and where you can speak to one of our trained store staff to ensure you are buying the right product for you. You can find the address of your nearest store and contact the store for further information, 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 Web Sales Helpline on 0330 333 3444.
When you place your online order you are inviting us to enter into a contract with you to supply the products 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 acknowledgment by email within 48 hours to the email address you have supplied to us to confirm receipt, following which your order will be processed. 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 products to you (or the first item if we are delivering in instalments).
If you have a valid discount voucher to redeem, please enter the relevant code in the relevant box when you proceed to checkout and the discount will be deducted from the total.
We may list availability information for products sold by us on the website, including throughout the Order process, but cannot guarantee the availability of products listed on the website.
Acknowledgement of your Order is not a guarantee by us of the availability of the products. 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 firstname.lastname@example.org or write to us at Customer Services, Carpetright, Store Support Office, Purfleet Bypass, Purfleet, Essex RM19 1TT.
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 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 7 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 products does not fit. Therefore, please make sure that these are correct at the time of ordering to avoid any issues upon delivery or when the product is fitted.
While we try and get things right first time, occasionally things don’t go according to plan. Subject always to your statutory rights, if your product is not of satisfactory quality or is not fit for a purpose which was made known to us, we will replace any defective product in accordance with Consumer Rights Act.
This does not affect your statutory rights.
Our products are only suitable for normal domestic use and 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, all terms, conditions and warranties implied by law (other than the warranty as to title) are excluded. You must make your own decision as to whether the products you select are fit for their purpose, even if the purpose is made known to us. In these circumstances our liability is limited to the cost of replacing any defective product. No liability is accepted for any loss of rental income, inconvenience, distress, inability to hire the room, loss of turnover, loss of profit or any indirect and/or consequential losses whatsoever.
This provision does not affect any liability we have for fraud or fraudulent misstatement or for personal injury arising out of our negligence.
Products and Measuring
You confirm that you have read and understood the measuring guide.
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.
Our Pricing in detail
At Carpetright we want our customers to have confidence that they are getting the very best value on all our products. That's why we constantly check our prices against our competitors to make sure ours are competitively low. It’s why our policy is backed by our promise - never to be beaten on price. For more information, please see our Price Promise. 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.
Never beaten on price
We will refund the difference if, within 28 days of purchase from us, you either:
- Have a quotation for the same products from another retailer at a lower price; or
- Find an equivalent product of the same brand from another retailer at a lower price.
Never beaten on price
- The price promise does not apply to offers available from vehicle-based retailers.
- It also excludes prices from other stores in the Carpetright Group.
- Where a request to beat a competing quote from another is made at the point of sale, any quote to be beaten must have been provided within the immediately preceding 28 days, be in writing and we must be able to identify the retailer who has provided the quotation. Any price to be beaten must be available from the competing retailer on the date of purchase from us within equivalent timescales to our own availability.
- We will not refund the difference in circumstances where you have placed an order with us and the price of the products ordered have subsequently been reduced.
- Different retailers will use different names for the same products. Our promise applies to the same products, by whatever names those products are called by other retailers.
- In the unlikely event that you wish to claim a refund, please provide us with details of your order, the competitor, date, product details, warranty and delivery charges and the price displayed so that your claim can be verified. Once verified we will make payment in respect of the claim as appropriate. Refunds for valid claims will be processed by your local store or our Store Support Office and issued back to the payment card used. A cheque will be issued if the order was paid for in cash or cheque.
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.
Delivery and/or installation dates are estimates only and given in good faith, but are not guaranteed times or dates and should not be relied upon as such. Time is not of the essence of the contract.
Please check that the products 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 the event that we have not been able to deliver your goods due to you not being at home, you may incur additional charges to arrange re-delivery.
We do not deliver products ourselves, but use third party delivery services. Your details will be shared with them to allow delivery to take place. We will share your information (name, address and contact details, together with the product being delivered) with the delivery provider.
We deliver to most postal areas in the UK including Northern Ireland, however, in certain postcode areas additional charges will apply. We do not deliver outside these areas e.g. Channel Islands, Shetland Islands, Isle of Man.
Delivery costs: £7.95 for any order less than £199; free for any order more than £199.
Cancellations and Returns
The following is only applicable where a contract has been made over the internet. 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. Please contact us within fourteen days of delivery for cancellations and returns.
If your order has not been delivered and you wish to cancel it you can do so by contacting our Customer Service Team on 0330 333 3444.
One of the team will check the status of your order and confirm if the cancellation is possible.
Made-to-Measure or Made-to-Order Products
The right to cancel does NOT apply to products that are made to your specifications. If the products are excluded from your right to cancel we will find out whether or not they have already been cut or made to your specifications and if not we will accept a cancellation of your order and refund your money.
When your products have been delivered you have a reasonable opportunity to make sure that they are the products you ordered. If not you must not cut into, fit or use them (other than to check whether or not they are the right products). You must retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the products and for their reasonable care whilst they are in your possession. Please contact the store from which the products were ordered within fourteen days of delivery.
You are under a duty to take reasonable care of the products until the end of any cooling off period. You must ensure that the products are not soiled in any way.
How to return the products
If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we or our agent will arrange collection of the products. Product must not have been used, cut or damaged in any way and clear photo evidence will be required.
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.
After Sales Service
If you require any help or are not satisfied after you have made your purchase, please contact us. In the first instance this should be to the store which is fulfilling, or has fulfilled your order (in respect of floorcoverings). It is really important that you tell us if you are not satisfied as soon as possible to enable us to put things right for you quickly.
If you made your purchase:
- At a shop: please contact the shop directly or call our Customer Service Team on 0330 333 3444.
- Online: please contact our Customer Service Team on 0330 333 3444 or contact your local store who serviced your order (local store contact details can be found on our order confirmation email).
Alternatively, you can contact Customer Services on their email address:
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/
Carpetright takes data protection very seriously. All data is stored and treated with complete confidentiality and in accordance with the relevant legal obligations. More details regarding use of data can be found in our Privacy Notice.
Registered in England No: 2294875
Registered office: Purfleet Bypass, Purfleet, Essex RM19 1TT
VAT Reg No GB810 2986 41 (VAT is payable at rates prevailing where a tax point is triggered, this is the earlier of the date of issue of the VAT invoice and on the date payment is made).
Calls to 0330 333 3444 from landlines are charged at normal landline rates from within the UK (subject to time of day and calling package). Mobile rates may vary.