Conditions of sale flooring

A minimum deposit of 25% is required when your order is placed. Balances MUST BE PAID prior to fitting or delivery. Should you require us to store goods for a prolonged period, then any balances outstanding must be settled within 1 month of order date.

Quotations are based on rooms being clear of old carpets & furniture; however we are able to quote for a room clearing service. We cannot however move personal items and breakables such as ornaments. Electrical items such as televisions and stereo equipment should be disconnected before installation.

White Goods such as washing machines and cookers will need to be disconnected before installation and reconnected by a trained technician. All items are moved at the customers own risk.

Sub floors and doors

Quotations also assume that the sub-floor is suitable to fit the chosen products. Unless floor preparation has been charged to the order, we reserve the right to suggest/add additional charges to ‘make good’ any inadequate sub-floor. This is to ensure the floor is installed to our professional and high standards and to ensure any of the manufacturer’s guarantees will be enforced. We will of course notify you before commencing work if this problem should arise. If you choose not to have the work carried out, we cannot guarantee its finished look or product lifespan and may result in any manufacturers guarantee being void. In some extreme circumstance due to the nature of a product we reserve the right to refuse to fit the flooring unless an adequate sub floor for the product type is in place.

Door easing is not included in our quotations and may only be apparent once a floor is installed. Once the floor is laid and it becomes necessary for door/s to be eased, we do offer a door trimming service. This is carried out by our carpenter for an additional fee, this cost is quoted on the type/amount of work involved.

Fitting cancellation

If you need to change your fitting date you MUST give us 48 hours notice, not including weekends and bank holidays. If 48 hours notice is not given a cancellation fee relative to the work involved will be applicable.


Occasionally flooring can expand after fitting, due to changes in temperature. In the unlikely event of this occurring, we will re-stretch your flooring on one occasion, free of charge, within three months of fitting.

Maintenance of your new carpet

The key to good carpet maintenance is to avoid particles of loose dirt and dust from working their way into the carpet pile where they will act abrasively on the fibres and discolour the carpet.

Vacuum your carpet regularly; at least two or three times a week. A large, strong doormat will reduce dirt from outside being spread around the house. Avoid were possible laying light coloured carpets next to external entrances.

Vacuuming Loop Pile

Loop pile carpets should be vacuumed with a cylinder cleaner using the suction head only.

Avoid using beater heads and brushes –  they will catch and lift the fibres, giving your carpet a bobbled or felted appearance.

Vacuuming Cut Pile

Cut pile carpets should be vacuumed with an upright cleaner with a beater bar and brush.

Additionally you can protect your carpet with our Scotchguard service, click here for more details and ask for a quote.

Further Guidance


All carpets using a spun yarn will shed excess fibre when first installed. This is to be expected and does not mean there is a defect. The short fibres given off represent a very small fraction of the pile

Long Tufts

Occasionally you may find a stray tuft extending above the pile surface. Providing your carpet is a cut pile, carefully cut the tuft with sharp scissors to the level of the surrounding pile.

Shading and Flattening

Please note, over time regular foot traffic will flatten the pile surface in the main walkways causing areas of differential wear. These areas will appear lighter or shaded in comparison to the less frequently used parts. This shading/tracking or flattening happens to all carpets with a pile surface and as such is not accepted as the basis for any complaint.

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 become permanent. It is also described as ‘watermarking’. This can happen to every carpet construction be it Axminster, Wilton, Tufted, Hand Woven, Persian, Chinese, Indian or even Coir Matting. Like shading it can be more apparent on plain carpet because heavy patterns can disguise the effects. It can occur quite quickly after installation. It is not a manufacturing fault.


Most textiles will fade very gradually over time due to natural light. To reduce fading of carpets in rooms with strong exposure to the sun (i.e. South facing rooms with patio windows), use of sun blinds or curtains is recommended.


Pet paws or claws, rubber soled shoes and heels can be abrasive on carpets, particularly where use is concentrated to small areas (i.e. in front of armchairs). Move furniture occasionally to avoid any distortion to the carpet pile.


Pilling can sometimes occur on loop pile and wool blend carpets. The expression is used to describe the small balls of fibres which collect on to the pile surface. It is similar to the type of pilling which one would associate with a sweater. Carefully remove these pills with scissors – the durability of the carpet will not be affected.


The feet of furniture will create indentations on any carpet. To help reduce marking, regularly move the position of furniture and other heavy objects where possible. To help lift the pile back up, use a coin to gently tease the pile upright.


Stair carpets receive heavy wear especially on the nosings. In some cases shifting the stair carpet can help compensate for this, please ask for further details.


Payment can be made by cash, card, bank transfer (please contact us for details) or finance. If paying by cheque collection or installation, if ordered will only be scheduled once funds have been cleared. All cheque payments for our flooring department must be made out to Carpetwise and Curtainwise

Refund and exchanges

Although it is our policy not to give cash refunds, we will gladly exchange goods or issue credit notes, providing that goods are in original packing and in good condition. We regret that we are unable to accept returns of items which have been made especially for you in your own choice of colour and combination, or items that have been made or cut down to size as they have specifications selected by you and have been ordered at your request.

Eligible returns must be made with your receipt and within 28 days from date of purchase.

Your statutory rights are not affected.

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