Terms of Sale and Fitting Arrangements

Carpets Direct (Bristol) Ltd

Effective from 24 October 2026

These terms explain your flooring purchase, payment and cancellation rights, and how we can help arrange an independent fitter. Please read them with your quotation and order confirmation. We will draw important charges and restrictions to your attention before you order.

1 About us and these terms

1.1 “We”, “us” and “our” mean Carpets Direct (Bristol) Ltd. Our shop and correspondence address is 2–4 Trinity Street, Old Market, Bristol, BS2 0NT. Telephone: 0117 955 4327. Email: info@carpetsdirectbristol.co.uk.

1.2 Registered in England and Wales. Company registration number: 07134215. Registered office: 2–4 Trinity Street, St Philips, Bristol, BS2 0NT. VAT registration number: GB 987733849.

1.3 These terms are for customers buying wholly or mainly for personal use. Please tell us if you need a quotation for a business or commercial project. Your legal status and rights are determined by law, not simply by the description on an order.

1.4 These terms do not exclude or restrict your statutory rights. Our goods must meet applicable requirements for quality, fitness for purpose and description. Services we supply must be performed with reasonable care and skill.

2 Quotations and orders

2.1 Unless stated otherwise, a quotation is valid for 30 days. Availability and any provisional dates will be confirmed when we accept your order. A contract is formed when we accept the order, which may be by written confirmation or by confirming an in-store sale and issuing a receipt. We will provide the relevant terms before you are bound.

2.2 Our order confirmation records the product price only. It does not identify the product colour, range or other descriptive details. The product selection and specification agreed with you remain part of the contract even where they are not printed on that confirmation. Delivery, collection and any services are agreed separately; charges quoted on behalf of an independent fitter will identify that supplier and be distinguished from our product charges.

2.3 Please check the price shown and tell us promptly about any discrepancy or uncertainty about the agreed product selection before ordering or cutting. This helps us correct errors, but does not transfer responsibility for our mistakes to you. We will not substitute products or change an accepted price without your agreement.

2.4 An estimate based on incomplete measurements or concealed floor conditions is provisional where we make that clear. We will explain the basis of the estimate and obtain agreement to a revised quotation before committing you to additional work or costs.

3 Free arrangement of independent fitting services

3.1 At your request, we can introduce an independent fitter or contractor and help coordinate their visit. We do not charge you an introduction, booking or arrangement fee. You may use your own installer instead.

3.2 For an independent fitting arrangement, the fitting contract is between you and the named fitter or contractor, separately from your purchase of products from us. Their identity, contact details, price, scope of work and applicable terms must be provided before you agree to their services.

3.3 The independent fitter is responsible for performing their agreed services, including their workmanship, work methods, site safety and any damage for which they are legally responsible. They must exercise reasonable care and skill and comply with applicable legal and product installation requirements.

3.4 Helping to book a date, communicate instructions or resolve a concern does not, by itself, make us the supplier of the independent fitter’s services. However, this clause does not exclude responsibility for our own acts, omissions or commitments, or any responsibility imposed on us by law.

3.5 Please raise fitting concerns with the fitter promptly. You may also contact us and we will assist with communication. A concern about goods we supplied should be raised with us. Where the cause is unclear, we will help identify the appropriate next step rather than require you to diagnose it yourself.

4 Prices payment and VAT

4.1 Our consumer prices include VAT where chargeable. Flooring prices are per square metre unless expressly stated otherwise. Before you commit, we will explain the quantity charged and total product price. The quantity may include full roll widths, complete packs, pattern matching and agreed cutting allowances rather than only the net floor area. These details need not appear on the price-only order confirmation.

4.2 Payment for products must clear in full before they are cut, released for collection, delivered or installed, unless we have expressly agreed an alternative arrangement. We accept the payment methods shown on your quotation. We do not impose a consumer debit or credit card surcharge.

4.3 Independent fitting and other contractor charges are payable directly to the named contractor, normally on completion unless their separate agreement states otherwise. Where the contractor is not VAT registered, their own charges do not include VAT and they cannot issue a VAT invoice for them.

4.4 If you ask to pay a contractor’s charge through us, we must first confirm whether we are collecting it as an agent or supplying the service ourselves, together with the applicable invoicing and VAT treatment. We will show the total payable before you agree. We do not add 20% merely because payment is made to us.

4.5 If we separately agree to supply a service ourselves, our quotation will identify us as the service supplier and include VAT at the applicable rate. Standard-rated services currently attract 20% VAT. That arrangement carries our responsibilities as the service supplier and is not covered by the independent-fitting limitation in clause 3.

4.6 Finance is subject to the provider’s eligibility, approval and separate agreement. We will confirm which goods or services are included. Cancellation of a finance agreement alone does not necessarily cancel a valid purchase contract, although statutory cancellation of a purchase may also affect linked finance. We will apply the relevant legal requirements.

5 Measurements and the agreed specification

5.1 Free measurements are taken to plan the proposed flooring order and do not amount to a structural inspection. We will identify who is responsible for the measurement service and the areas included. We remain responsible for measurement services we undertake ourselves or through someone acting on our behalf.

5.2 If you choose to provide dimensions or a cutting list without asking us to check them, you are responsible for their accuracy. We are not responsible for shortages or unnecessary material caused solely by incorrect information you provide, but this does not excuse errors in our calculations or measurements we have agreed to check.

5.3 Tell us before cutting or ordering if walls, doorways, floor levels, stair details or other relevant conditions have changed. Additional materials or work resulting from your requested changes will be quoted for agreement.

5.4 Important choices such as laying direction, pattern alignment, joins, trims and stair finish should be agreed with the relevant supplier before cutting or fitting. They are not set out on the price-only order confirmation. Installation preferences must remain compatible with the product and manufacturer’s instructions. A preference for continuous flooring cannot override required expansion breaks or other technical requirements.

6 Product appearance clearance and aftercare

6.1 Natural materials, dye batches, pile direction and lighting can affect appearance. Screens and small samples may not show every feature of a finished floor. We will explain material variations relevant to your selection; the goods must still meet their agreed description and any sample or model requirements that apply.

6.2 Clearance products, remnants and offcuts may have limited quantities, unusual dimensions or expressly identified imperfections. We will record any specific defect brought to your attention before sale. A discount does not remove your rights concerning other faults or misdescription.

6.3 Follow the reasonable installation and care instructions supplied for your product. We are not responsible for deterioration caused solely by misuse, unsuitable third-party installation or failure to follow those instructions. This does not exclude responsibility for a product fault, our own advice or services, or other legal obligations.

6.4 Manufacturer guarantees are additional to your rights against us as the seller. We can assist with a manufacturer claim, but you do not have to use that process instead of exercising your rights against us.

7 Delivery collection and storage

7.1 We will agree any delivery charge and the delivery or collection arrangements with you separately from the price-only order confirmation. This includes any access restrictions or assistance needed. Tell us about stairs, restricted parking, narrow access or other relevant difficulties before delivery is arranged.

7.2 We will distinguish estimated dates from dates expressly agreed as essential. If we become aware of a delay, we will contact you and explain the options. Unless another delivery period is agreed, goods will be delivered without undue delay and within 30 days of the contract. Your legal rights concerning late or failed delivery remain available.

7.3 Goods remain at our risk until you, or someone you nominate, takes physical possession, except where the law provides otherwise for a carrier you independently commission. Please check the goods promptly and report damage or discrepancies. A delivery signature does not waive rights concerning damage or defects.

7.4 Please collect goods on the agreed date. We offer one calendar month of free storage from the agreed collection or delivery date. Any later storage rate and start date must be disclosed and agreed before the purchase. We will give notice before charging and will not charge for delay caused by us.

7.5 If goods remain uncollected, we will contact you and provide the notices required by law before any sale or disposal. We will not automatically treat payment or goods as forfeited. Any lawful sale proceeds will be accounted for after permitted deductions.

8 Preparing for fitting and extra work

8.1 The following points help define the work to be agreed with your independent fitter. The fitter must adopt the relevant scope and charges in your separate fitting agreement. Our own quotation will separately identify any services supplied by us.

8.2 Unless expressly included, fitting does not include uplift or disposal of old flooring, removal of excess material, furniture moving, appliance disconnection, door trimming, silicone finishing, structural repairs or cleaning and vacuuming. Ask for any required extras to be itemised before booking.

8.3 Provide the agreed clear working area, safe access, necessary parking permissions, and access to electricity and water where required. Tell the fitter about known hazards, concealed services and any other trades working in the area. Keep children and pets away from work areas.

8.4 Hidden conditions beneath existing flooring may require further inspection or preparation after uplift. The fitter should identify relevant moisture, level, stability and compatibility requirements and obtain agreement to necessary work before installation. A limitation on visible inspection does not excuse a failure to carry out reasonable checks.

8.5 Surface preparation and smoothing do not include structural repairs unless expressly agreed with an appropriately qualified supplier. Where the quotation expressly provides for smoothing compound up to 3mm, a greater depth or further material requires an agreed variation. Smoothing alone is not a promise to eliminate structural movement or all floor noise.

8.6 Any variation should identify the work, supplier, additional price and effect on timing. Obtain approval before chargeable work proceeds and keep a written record. If approval cannot be obtained, affected work should pause safely. You are not committed to unapproved extras merely because installation has begun.

8.7 Agree in advance how doors, thresholds and stair finishes will be dealt with. Waterfall stair fitting is the default only where specified in the fitting quotation; a different finish must be agreed and priced. Door removal, trimming and rehanging require appropriate authority. Fire doors and other safety-critical components require competent assessment and must not be left unsafe.

8.8 Fresh decoration may be vulnerable to marking and should be allowed to cure in accordance with the decorating product’s instructions. Normal installation risks should be discussed in advance. A warning about those risks does not exclude responsibility for negligent damage.

9 Changing or cancelling a fitting appointment

9.1 Please give the independent fitter at least 48 hours’ notice if you need to change an appointment, and tell us if we helped arrange it. We charge no arrangement or rearrangement fee for the free introduction service.

9.2 Any contractor cancellation, wasted-visit or rearrangement charge must arise under their separate, fairly disclosed terms. It must be reasonable and reflect the loss caused, taking account of saved costs and replacement work. No charge is payable simply for exercising a statutory cancellation right, except where the law permits payment for properly requested services already provided.

9.3 Cancelling a fitting appointment does not automatically cancel your goods order. The cancellation rules below apply to goods. Where a fitting agreement is legally an ancillary contract, we and the fitter must respect any statutory rules that end it when the main contract is cancelled.

10 Faults and product concerns

10.1 If goods appear faulty, damaged, incorrect or unsuitable for an expressly agreed purpose, contact us promptly. Where reasonably possible, stop further cutting or fitting of affected material until it can be assessed. Continuing unnecessarily may increase avoidable loss, but does not automatically remove your rights.

10.2 Please provide your order reference or other proof of purchase and a description of the problem. Photographs can help where practical. An original receipt, photographs or an email are not absolute conditions for exercising statutory rights.

10.3 Depending on the circumstances, your legal remedies may include rejection and refund, repair, replacement, price reduction or compensation. These apply to clearance and cut products as well as other goods. Manufacturer guarantees do not replace them.

10.4 Some appearance changes can be normal characteristics of a product, but bubbles, creases, movement or other concerns will not automatically be dismissed as normal. Please allow reasonable access for investigation and, where appropriate, a lawful remedy. A completion signature does not prevent a later valid claim.

11 Statutory cancellation rights

11.1 This section applies where the Consumer Contracts Regulations give you a right to cancel a distance or off-premises contract. We will identify the applicable rights before the order. Where legally required, cancellation information and a form will be supplied on paper or another appropriate durable medium.

11.2 For qualifying goods purchases, you can cancel without giving a reason from when the contract is made until 14 days after the day you, or your nominated recipient other than the carrier, receives the goods. For goods in one order delivered separately, the period normally ends 14 days after receipt of the last item. For a qualifying services-only contract, it ends 14 days after the day the contract is made. Any statutory extension applies.

11.3 There is an exception for goods genuinely made to your specification or clearly personalised. We will identify any goods to which that exception applies and explain it before purchase. Standard stock goods do not become bespoke merely because we order them from a supplier. Faulty-goods rights remain unaffected.

11.4 To cancel, tell us clearly using the email, telephone or postal details in clause 1. You do not have to use a particular form. Sending your cancellation before the deadline is sufficient. Keep evidence of it.

11.5 Unless we offer to collect, send or bring goods back to our shop address without undue delay and within 14 days after telling us you are cancelling. You bear the direct return cost only where we gave the required information before the contract. For goods not normally returnable by post, we will state the cost or a reasonable maximum estimate in the order information. Otherwise we bear that cost. Where the law requires free collection, including certain bulky goods delivered at the time an off-premises contract was made, we will collect at our expense.

11.6 We will refund the amounts due, including the least expensive standard outward delivery option we offered. We need not refund the extra cost of a premium delivery choice. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

11.7 Refunds will be made without undue delay and within the statutory deadline. For goods we have not offered to collect, we may withhold reimbursement until we receive them or evidence of return, whichever is earlier, and refund within 14 days of that event. Otherwise the refund deadline is normally 14 days after being informed of cancellation.

11.8 Where legally permitted, we may deduct a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will explain any deduction. We do not charge a restocking or cancellation fee for exercising a statutory cancellation right.

11.9 If you want a service to start during its cancellation period, the service supplier must first obtain the required express request and provide the cancellation and payment information. For an off-premises contract, that request must be on a durable medium. If you then cancel, a proportionate charge for services properly supplied may be due. A services-only cancellation right ends on full performance only where the required request and acknowledgement have been obtained. Completing fitting does not, by itself, remove any separate right to cancel the goods purchase.

12 Other cancellations and goodwill returns

12.1 For an in-store purchase without a statutory change-of-mind right, or after a statutory cancellation period has ended, there is no automatic entitlement to cancel or return satisfactory goods. Please contact us promptly; we will explain any available options before you decide.

12.2 We may agree a goodwill return of unused, uncut products in saleable condition, usually in their original packaging with proof of purchase. Any agreed deadline, refund method and reasonable supplier restocking or collection cost will be explained before you accept the return arrangement. Cut, personalised and specially manufactured goods are normally excluded from this voluntary policy.

12.3 If you cancel in breach of contract, we may seek the reasonable net loss directly caused, where legally recoverable. This can include unavoidable supplier or cutting costs and properly evidenced net lost profit, but not double recovery. We will take reasonable steps to reduce the loss, account for costs saved and resale proceeds, and explain any deduction from advance payments. We do not automatically keep all payments.

12.4 This section does not restrict remedies for our breach, faulty or misdescribed goods, or any statutory cancellation right.

13 Our responsibility and events outside our control

13.1 We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or was reasonably contemplated when the contract was made. Tell us about any particular requirement or material risk before ordering.

13.2 We are not responsible for loss caused solely by your misuse or by an independent contractor’s breach of their separate contract, except where we are also legally responsible. Our insurance arrangements do not limit your legal rights against us.

13.3 Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, statutory consumer rights, or any other liability that cannot lawfully be excluded or restricted.

13.4 If an event outside our reasonable control affects our obligations, we will inform you promptly and take reasonable steps to limit its effect. We are not excused for avoidable consequences or our own failure to act reasonably. We will discuss a revised arrangement, and any legal right to end the contract and obtain a refund remains available.

14 Complaints and unpaid amounts

14.1 Contact us using clause 1 if you have a concern. Written details and photographs are helpful, but we can also discuss your complaint by telephone or in person. We will investigate fairly, explain the next steps and keep you informed where further inspection or information is needed.

14.2 If a complaint cannot be resolved internally, we will explain any ADR or other dispute resolution arrangement available to you and whether we are obliged or willing to participate. You retain your right to seek independent advice and pursue available court remedies; management does not have the final say on your legal rights.

14.3 If an amount is overdue, we will explain the balance and give a reasonable opportunity to pay or raise a genuine dispute before taking recovery action. We may recover only charges and costs lawfully recoverable, including any costs awarded by a court. We will not automatically add all debt collection or legal expenses.

15 Promotions privacy and changes to these terms

15.1 Any 48-hour fitting offer depends on the eligibility and availability stated with that offer and the independent fitter’s confirmed booking. A date expressly agreed as essential will be treated accordingly. Finance and price-match offers have their own clearly stated conditions, supplied before you rely on them.

15.2 Our local price-match offer applies to a current written like-for-like quotation for the same products, quantities and fully fitted scope from a local retailer. Online-only quotations are excluded. Any geographic limit or other eligibility condition must be stated with the offer. An accepted order price will not be changed retrospectively.

15.3 We handle personal information as explained in our Customer Privacy and Communications Policy at Customer Privacy and Communications Policy. Relevant details may be shared with your chosen fitter for the job. Acceptance of these terms is not consent to promotional marketing or publicity photographs.

15.4 The version agreed for your order remains applicable. Later website updates apply to new contracts. Any agreed variation to an existing order should be recorded and provided to both parties; this does not remove the effect of statements or promises that are legally binding.

15.5 These terms are read together with your agreed order and legally binding information or representations. If a provision is unlawful or unenforceable, the remaining provisions continue where possible. These terms are governed by the law of England and Wales, without removing mandatory consumer protections or rights to bring proceedings in another court where the law allows.