For customers buying carpets, vinyl flooring, samples, home visits and fitting services from Carpet Ease Ltd.
1. Introduction
Before placing an order, please read these Customer Terms & Conditions. They explain how we work, what you can expect from us, and what we need from you in return.
If you have any questions, please call 01276 53 88 77 or email sales@carpet-ease.co.uk before placing your order.
2. Who we are
We are Carpet Ease Ltd, a company registered in England and Wales under company number 16235810. Our registered office is Unit 17 Helix Business Park, Wilton Road, Camberley, GU15 2QT.
In these terms, “we”, “us” and “our” means Carpet Ease Ltd. “You” means the customer placing an order with us.
3. Who these terms apply to
These terms apply when you buy or reserve any goods or services from Carpet Ease, including samples, online quotes, home visits, carpets, vinyl flooring and fitting services.
You must be at least 18 years old and legally able to enter into a contract to place an order with us.
These terms are intended for consumer customers. If you are buying for a business, landlord portfolio, letting agency or commercial premises, please tell us so that we can confirm whether different terms should apply.
4. Service area
We currently supply and fit within our stated service area. If an order is placed for an address outside our service area, we may be unable to fulfil it and will refund any payments made. Refunds may take several working days to appear, depending on your payment provider.
5. Quotes, online pricing and product information
Our online quote system is designed to provide simple and transparent pricing based on the information you provide. Quotes are based on the product selected, room sizes, fitting details and any additional options chosen.
Quotes are valid for 30 days unless we tell you otherwise. We may need to amend a quote if information provided is inaccurate, if further work is required, if you change your product selection, or if supplier prices change before your order is confirmed.
All products and services are subject to availability. Product images, online colours and samples are a guide only. Colours, shading and texture can vary between batches and due to lighting conditions.
6. Samples
Samples are intended to help you choose a product, colour and texture. A sample is a small representation of the product and may not show every feature, pattern, shading or colour variation that may be visible across a larger fitted area.
Where we offer a refund of sample costs against a future order, this will apply only in accordance with the offer shown on our website or in writing at the time.
7. Fitting date deposit
We may ask for a small fitting date deposit, currently £10, to reserve a provisional installation date.
The fitting date deposit reserves a provisional fitting date only. It does not commit you to proceeding with the full flooring order.
After paying the fitting date deposit:
- you remain under no obligation to proceed with the purchase;
- you may change your carpet, vinyl, colour or product selection;
- you may request a home measurement verification visit before confirming your final order; and
- if your product choice changes, we will do our best to keep the original fitting date, but the date may need to change depending on stock availability and supplier lead times.
If your order proceeds, the fitting date deposit will be deducted from the final balance.
8. Measurements and home verification visits
Our online quote is based on the room sizes and information you provide. We strongly recommend using our measuring guides and videos or booking a home verification visit before confirming your order.
Where a verification visit is arranged or required, we will check the measurements before fitting. If you choose not to arrange a verification visit before confirming your order, you are responsible for the accuracy of the measurements supplied.
We cannot be responsible for shortages, additional joins, delays or additional costs caused by incorrect customer-provided measurements, unless the issue was caused by our negligence. This does not affect your statutory rights.
9. Orders, payment and ownership
A contract is formed when we accept your order and confirm it to you in writing, usually by email. Please check your order confirmation carefully and tell us immediately if anything is incorrect.
All prices include VAT unless stated otherwise. Payment terms will be agreed before installation. We may request payment in full before ordering goods or before installation where appropriate.
Goods remain the property of Carpet Ease Ltd until they have been paid for in full.
10. Cooling-off and cancellation rights
If you buy online, by phone or in your home, you may have a legal 14-day cooling-off period.
If you ask us to begin work, order goods, cut goods, arrange fitting or otherwise start providing services within the 14-day cancellation period, you may still be able to cancel. However, we may charge you for reasonable costs already incurred up to the point of cancellation.
Where goods have been cut, made to measure, specially ordered or prepared to your specification, cancellation rights may be limited. This is because flooring products are often ordered and cut for a specific customer, room size or installation.
Where services have been fully completed within the 14-day cancellation period at your request, your right to cancel those completed services will end once the contract has been fully performed.
Nothing in these terms affects your statutory rights if goods are faulty or services are not provided with reasonable care and skill.
11. Installation and fitting partners
Carpet Ease works with carefully selected independent fitting partners who carry out installations on our behalf. We remain responsible for arranging and coordinating your installation and will assist in resolving installation-related concerns should they arise.
Installation dates and times are estimates only. We will do our best to attend as arranged, but exact arrival and completion times cannot be guaranteed because flooring work can be affected by previous jobs, access, subfloors, product issues and other practical matters.
If you need to change an installation date, please give as much notice as possible. Where less than three working days’ notice is given, we reserve the right to charge a reasonable fee of up to £100 to cover fitter cancellation costs and administration.
12. Preparing for fitting
Please make sure the rooms are ready before we arrive. Small items, personal belongings and valuables must be removed from the fitting areas. We need safe and reasonable access to the property, including parking where possible.
If rooms are not ready, if access is unavailable, or if essential information has not been provided, installation may be delayed and additional charges may apply.
13. Furniture moving
We will move up to three emptied items of standard furniture free of charge where it is safe and practical to do so. Cupboards, wardrobes, drawers and similar items must be emptied before we arrive.
Large appliances, pianos, valuable, fragile or specialist items cannot be moved unless agreed in advance. If additional furniture moving is required and has not been declared beforehand, installation may be delayed or an additional charge may apply.
We will take reasonable care, but cannot accept responsibility for damage caused by pre-existing weakness, instability, overfilled furniture, poor construction or items we were not reasonably able to move safely.
14. Doors, plinths, kickboards and appliances
Doors, plinths and kickboards may require trimming after new flooring is installed. This is not included in standard fitting unless specifically agreed in writing.
Fitters may need to remove doors to complete installation. If trimming is required, doors may be left safely for adjustment by a suitable contractor. Fire doors and specialist doors may require specialist attention.
For vinyl flooring, non-integrated appliances should be removed before fitting if you want flooring installed underneath them. If they are not removed, the flooring will be fitted as far back as reasonably possible.
15. Subfloors and preparation work
Flooring can only perform properly when fitted over a smooth, dry, level and structurally sound subfloor.
If additional preparation is recommended and you decide not to proceed with it, imperfections may show through the finished flooring and we cannot be responsible for issues caused by the declined preparation work.
Vinyl and smooth flooring products are particularly likely to show lines, grooves, bumps or imperfections where the subfloor is uneven.
16. Seams, joins and product appearance
Seamed joins are sometimes unavoidable due to room size, product width limitations or fitting requirements. Our fitting partners will aim to make seams as discreet as reasonably possible, but we cannot guarantee that seams will be invisible.
Carpets and vinyl flooring may show natural variation, shading, texture changes, batch differences, pile flattening, pole marks or pattern effects. These are not necessarily faults. Please contact us if you are concerned and we will review the issue fairly.
17. Aftercare and normal use
After installation, carpets and flooring should be cared for in line with our Care Guide and any manufacturer guidance.
Normal wear and tear, pile flattening, shading, pile reversal, scratches, stains, surface marks, damage from misuse, unsuitable cleaning products, water damage, pets, furniture or lack of maintenance are not manufacturing faults.
Manufacturer wear guarantees usually relate to the product wearing threadbare and may not cover appearance changes caused by normal use. Your statutory rights are not affected.
18. Guarantees and your legal rights
We will supply goods that are as described, of satisfactory quality and fit for their usual purpose. We will supply services with reasonable care and skill.
Manufacturer warranties apply in addition to your statutory rights. If there is a problem with your flooring or installation, please contact us promptly so that we can investigate and help resolve it.
19. Photographs
Our employees and fitting partners may take photographs before, during or after installation for quality control, record-keeping, contractor compliance, or to document subfloor or installation issues.
If you would prefer that no photographs are taken inside your property, please tell us before installation. We will respect this where possible, unless photographs are reasonably needed to record a safety, quality or dispute issue.
20. Liability
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights.
Subject to this, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or for business losses where you are buying as a consumer.
21. Privacy
We process personal information in accordance with UK data protection law and our Privacy Policy, which is available on our website.
22. Complaints
We aim to resolve complaints fairly and promptly. If you experience any issue with our service, please contact us by phone or email. We will aim to respond within 5 working days.
23. Governing law
These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts.
24. Contact details
Carpet Ease Ltd, Unit 17 Helix Business Park, Wilton Road, Camberley, GU15 2QT
Telephone: 01276 53 88 77
Email: sales@carpet-ease.co.uk