Terms & Conditions

These Terms and Conditions apply to all quotations, sales, rug-making services, carpet fitting services, and related work carried out by Fletchers Carpets Ltd.


Estimates

  • All estimates are free of charge unless otherwise stated.
  • Estimates are based on the information provided by the customer and any site visit completed.
  • Additional work or materials requested after acceptance of the estimate may result in additional charges.
  • All estimates are based on current supplier pricing and may be revised if supplier costs increase before your order is confirmed. We will notify you of any price changes and obtain your approval before proceeding.


Orders and Deposits

  • Acceptance of a estimate confirms your agreement to these Terms and Conditions.
  • Full payment of materials is required before ordering materials or commencement of work.
  • Custom-made rugs, bespoke products and specially ordered materials cannot be cancelled once production or ordering has begun.
  • Orders are not confirmed until payment has been received.


Payment

  • The remaining balance, including fitting costs and sundry items, is due immediately upon completion of the work unless agreed otherwise in writing.
  • We reserve the right to charge statutory interest and reasonable recovery costs on overdue invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.
  • Ownership of goods remains with us until full payment has been received.


Measuring

  • We will take reasonable care when measuring your property.
  • If customers provide their own measurements, they are responsible for their accuracy.
  • Any changes to measurements after ordering may incur additional charges.


Carpet Fitting

Our fitting service includes installation only unless stated otherwise.

Additional charges may apply for:

  • Removal and disposal of existing flooring.
  • Uplifting old gripper rods or underlay.
  • Floor preparation or repairs.
  • Door trimming.
  • Furniture moving.
  • Specialist stair installations.
  • Unexpected issues discovered during fitting.


Floor Preparation

Customers are responsible for ensuring floors are clean, dry and structurally sound before fitting.

If unsuitable subfloors are discovered, we will advise you before carrying out any additional work. Any extra work will be charged separately.


Furniture moving

  • We can move major items of furniture for an additional charge where agreed in advance.
  • Customers must ensure that wardrobes, chests of drawers, bookcases, display cabinets and similar items are emptied before our arrival, as their contents may make them unsafe to move.
  • We are unable to move large kitchen furniture/appliances such as double-door fridge freezers. Any other unusually large or specialist items must be discussed and agreed prior to the commencement of work.
  • We recommend that customers disconnect and move televisions, computers, Hi-Fi equipment and other electronic devices before our arrival, as we cannot guarantee they can be safely disconnected or reconnected.
  • Valuable, fragile or irreplaceable items, including antiques such as grandfather clocks, should be removed from the work area or alternative arrangements agreed in advance.

Whilst we take every reasonable care when moving furniture, we cannot accept liability for damage resulting from furniture that is overloaded, structurally unsound, poorly assembled, or has pre-existing defects. Nothing in these Terms excludes or limits our liability where it cannot legally be excluded under applicable law.


Customer Responsibilities

Customers must:

  • Provide safe and reasonable access to the property.
  • Ensure rooms are cleared of personal belongings where possible.
  • Remove fragile or valuable items before fitting begins.
  • Keep children and pets away from the work area.

We cannot accept responsibility for delays caused by restricted access.


Handmade & Bespoke Rugs

As each rug is individually handmade or custom produced:

  • Slight variations in size (within normal manufacturing tolerances), colour, edging and finish may occur.
  • Natural fibres may contain minor variations and are not considered defects.
  • Made-to-order products cannot be returned unless faulty.
  • Samples should only be used as a guide and not an exact match as carpet shades may vary from different batches from the manufacturer. Colour differences are generally only very slight.


Completion

Customers should inspect the installation upon completion.

Any concerns should be reported within 48 hours.

No liability can be accepted for issues arising after furniture has been replaced or alterations have been made by others.


Workmanship Guarantee

We guarantee our fitting workmanship for 12 months from the completion date.

This guarantee does not cover:

  • General wear and tear
  • Stains
  • Water damage
  • Pet damage
  • Burns
  • Improper maintenance
  • Damage caused by third parties
  • Manufacturer defects

Manufacturer warranties remain separate.


Consumer Rights

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

If goods supplied by us are faulty, you may be entitled to a repair, replacement or refund as provided by UK consumer law.


Cancellation Rights

For contracts agreed away from our business premises or online, consumers may have a legal 14-day cooling-off period under the Consumer Contracts Regulations 2013.

However, this right may not apply where:

  • Goods have been made to your specifications or are clearly personalised.
  • The order for materials has already been placed.
  • You request work to begin during the cooling-off period and the service has already been fully or partly performed.

Where cancellation rights apply and you ask us to start work before the cooling-off period ends, you may be required to pay for any work completed and materials ordered before cancellation.


Returns

Floor coverings, Bespoke rugs and personalised products cannot be returned unless faulty.


Limitation of Liability

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.

Subject to the above, our total liability shall not exceed the total amount paid for the goods or services provided.

We are not liable for indirect or consequential losses.


Delays Beyond Our Control

We are not responsible for delays caused by circumstances beyond our reasonable control, including manufactures stock issues, supplier shortages, adverse weather, illness, transport disruption or other unforeseen events.

If any delays do occur out of our control, we will aim to carry out the work as soon as possible.


Data Protection

We collect and process personal information only to provide estimates, complete orders and comply with legal obligations. Please see our Privacy Policy for more informations on this topic.

We will not share your information with third parties except where necessary to fulfil your order or where required by law.


Complaints

If you are unhappy with our goods or services, please contact us as soon as possible.

We aim to acknowledge complaints within five working days and resolve them promptly.


Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.


Contact Details

Business Name: Fletchers Carpets and Bespoke Rugs Ltd (trading as Fletchers Carpets Ltd.)

Telephone: 07779100353

Email: sales@fletcherscarpetsrugs.co.uk

Website: www.fletcherscarpetsrugs.co.uk