Terms & Conditions
Welcome to our General Terms and Conditions of London Carpet Solutions.
Acceptance of the use of London Carpet Solutions Terms and Conditions
Your access to and use of London Carpet Solutions is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.
Change Of Use
London Carpet Solutions reserves the right to change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that London Carpet Solutions shall not be liable to you for any such change or removal and change these Terms and Conditions at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.
The contents of London Carpet Solutions website do not constitute advice and should not be relied upon in making or refraining from making, any decision. All material contained on London Carpet Solutions website is provided without any or warranty of any kind. You use the material on London carpet Solutions at your own discretion.
We'll Beat Any Quote
One of the many ways we like to demonstrate that we always offer the best prices is by ensuring our customers receive excellent service, at the best price for a beautifully fitted new carpet flooring. That’s why we pledge to beat any ‘totally fitted/on the floor’ bespoke carpet quote from another multiple retailer.
All items within the competitor quote need to be for the exact same carpet, underlay and accessories with identical product specifications including weight, dimensions and available widths, so we can compare apples with apples. Many retailers, including London carpet Solutions, rename the collections we sell, so if you’re able to provide us the with the manufacturer product names or a sample, this will really help us to check if we have the exact same carpet, underlay and accessories within our collections.
We Beat Any Quote must be from a trading, currently open high street shop and not online or via any other digital channel.
Doors may need to be trimmed to allow clearance depending upon the depth of your chosen flooring. This is not part of the fitting work unless this has been specifically agreed. Door trimming is charged at £25.00 per door. Fitters may remove doors to facilitate this service. If you have fire doors, external doors or non-wood doors that require trimming, this will need to be carried out by a specialist carpenter and this is not a service which London Carpet Solutions will either carry out or arrange. We are also unable to remove, or arrange the removal of, any glass doors / fire doors or external doors so arrangements must be made prior to the fitting date to avoid any delays.
Free 2 Year 'Fitting Satisfaction' Guarantee
All carpets that we offer come with our free 2 year fitting guarantee, We guarantee that you shouldn't have any fitting defects with your carpets purchased though London Carpet Solutions. However in the rare occasion this happens, we will re-attend free of charge to correct any fitting errors that may of happened. This is on the basis that you have purchased new flooring, underlay, gripper rods and door bars supplied by London Carpet Solutions, and that the carpet remains in the exact same location where London Carpet Solutions installed it, and has not been tampered with or had any works carried out by anyone other than London Carpet Solutions. The free 2 year guarantee date starts from the date that you place the order with us. We reserve the right to revoke any guarantee at any time on any of our products sold by London Carpet Solutions.
Pile reversal or pooling is a phenomenon that can affect any carpet, but is usually more evident in velvet or cut pile carpet. It manifests as dark shading, and pools on the carpet as if water has been split on the carpet. It is down to local conditions and cannot be reasonably predicted. This is a rare occurrence and cannot be reasonably predicted, and therefore is not a fault.
Where London Carpet Solutions has been asked to make the arrangements for your flooring to be fitted, we agree to act as your agent and for this service an administration fee per m2 is chargeable. The administration includes: introduction to a flooring fitting specialist and arranging the installation of your purchase under a separate contractual agreement between you and them. It also includes monitoring fitting standards, arranging a pre-cut service to aid an efficient and speedy ‘at home installation’, and on the rare occasion of a complaint being raised regarding the fitting, London Carpet Solutions will manage the complaint between yourself and the fitting partner. We retain full responsibility for the products and service London Carpet Solutions supplies and will act as intermediary between you and the deliverer/ installer should any liability arise from delivery and installation where London Carpet Solutions made the introduction to the fitter.
We are responsible for ensuring that the goods we supply are of satisfactory quality, conform to the sample and are fit for purpose for which they are sold. Certain products have additional guarantees provided by the manufacture. Where they are provided by the manufacture, we accept no responsibility for these additional warranties or guarantees. All manufactures' wear guarantees do not relate the appearance of the product but are specifically in relation to being 'threadbare'.
Wear Guarantee On Every Carpet, Vinyl, Laminate & LVT.
Our experts only select the best quality floors at the lowest price available and all our floors come with a free wear guarantee for peace of mind. Some of our floors carry up to 10 years wear guarantee! The ‘Free Wear Guarantee’ guarantees your carpet or flooring will not wear out within the stated number of years on the product. However the appearance may deteriorate or vary from family to family depending on your usage, demands and care. If you are not entirely satisfied, please contact us with your invoice and receipt, and we will visit your property to assess the condition of your floor.
Disclaimers & Limitation Of Liability
The Website is provided on an AS IS and AS AVAILABLE basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. To the extent permitted by law, London Carpet Solutions will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website. London Carpet Solutions makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive. Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of London Carpet Solutions for death or personal injury as a result of the negligence of London Carpet Solutions or that of its employees or agents.
London Carpet Solutions will not have any liability to the customer if prevented from performing the Contract on account of force majeure which includes, but is not limited to severe weather conditions, war, terrorism, strikes, national lockdowns, following Government advice or difficulty in obtaining materials and labor. In any of these circumstances, London Carpet Solutions reserves the right to cancel or delay the order.
Retention Of Title
All goods remain property London Carpet Solutions until paid for in full.
All copyright, trademarks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to London Carpet Solutions or otherwise used by London Carpet Solutions as permitted by law. In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.
Our fitters will move a 'reasonable' amount of furniture (up to 4 items) free of charge. These items must be easily manoeuvrable by one person. Should there be excessive furniture, a charge of £40.00 per room will be applied for moving the furniture. This does not include any white goods, electrical goods, gas appliances, pianos, antiques, items that would require a specialist to move/disassemble, cast Iron items, items over 4ft in height or items of extreme weight. Please ensure that these items contents are cleared prior to the fitting date to avoid any delays or inconvenience with your fitting.
Pipes & Cables
We are unable to accept any responsibility for damage to non-visible pipes and cables (i.e under floors and skirtings etc.), We are unable to accept any responsibility for damage to pipes if damaged by vibration, or if they have been pierced or when pipework is already loose. Solid pipework should survive even a direct hit.
Carpet/Vinyl/Artificial Grass Widths/Lengths
All dimensions are in accordance with British Standards 3655 (1974) +/- 1.25% in width and/or length.
Free Home Consultation/Fitting Times and Dates
Fitting appointments and estimates are made in all good faith, however exact arrival and duration times cannot be guaranteed due to the nature and unpredictability of the work involved. We accept no liability for a delayed arrival of our fitter or estimator. A.M or P.M slots are available to all customers if available on a selected date or time slot. A.M calls are normally attended between 08:00 - 13:00, while P.M calls are normally attended between 13:00 - 19:00.
Damage and Scuff Marks
Our fitters aim to carry out their work with skill and care, but even with the greatest care home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper is especially vulnerable and should be allowed to fully dry. A minimum of four weeks is recommended to allow the paint to fully dry. London Carpet Solutions nor any fitter we employ undertake to carry out any redecoration.
Special Order products:
Products that have been requested by the customer, which are not advertised on our website.
The samples we show upon a home visit are intended to give a general impression of the colour and pattern of the carpet. When fitted into a larger area some patterns and seemingly random blends of yarn can have an inherent striped effect, or additional patterns and colours which may not be obvious from the sample. Colours vary from batch to batch and exact matching between pieces (especially from multi-width rolls) cannot be guaranteed. All carpets are cut at 10cm intervals with a minimum length of 1 metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance to British Standard BS3655. If your room is close to the normal width of carpet, please allow for extra in case a join is required. During transportation and storage, the pile may become flattened slightly and this will show as shaded bands across the pile. These will disappear as the carpet settles in to it's new environment and the pile is flexed through regular use and vacuum cleaning. If these lines do not disappear within a three-week period, please contact us.
Some carpets have been made using super soft fine filaments that give carpets a gorgeous soft feel. These filaments reflect light in different angles creating a 2 tone look.
Delivery & Care Package
The aim of our delivery and care package is to make your installation as smooth as possible. Within this package we include the delivery of your order, the removal and replacement of a reasonable amount of emptied furniture and the removal and disposal of off-cuts. In addition, we provide a complementary vacuum. We will also provide 8 weeks of storage for your new purchase from the order date. Not included within this package is the uplift or disposal of your old flooring although these services can be purchased separately. Whilst we will move a reasonable amount of emptied furniture, we are unable to move items such as grand pianos or the like for obvious reasons as well as white goods or gas installed items! We will need to be made aware, at the time of purchase, if any items require more than one person in order for furniture to be moved safely and securely, a charge of £40 per room will apply for moving larger amounts of furniture, of course if you are in a position to remove bulky and heavier items of furniture prior to your fitting date you will not be charged this fee. Should the customer utilise the assistance of the fitting partner for the movement of furniture they do so at their own risk and the fitting partner is not liable for any accidental damage which may occur during the movement of your furniture.
Storage Of Products
We will only keep products in our warehouse for a maximum of 8 weeks from the date of your order. This includes any part-fitted products. You must accept delivery of your products within this time. If not, you authorise us to dispose of your products with no liability on us. If we agree to store your products for longer than 8 weeks, we will advise you of the charges for storage, and you agree to pay such charges in advance. Further, you accept that during the period in excess 8 weeks, your products may be damaged, and you accept full responsibility for such damage.
If you have asked a London Carpet Solutions home consultant to visit your home and check the suitability of a particular product to be supplied by us for your flooring, the home consultant is limited to checking what is physically visible without lifting existing floor coverings. If you would like the entire sub floor checked, it is your entirely your responsibility to lift all the existing flooring prior to our visit. Following our inspection, we will advise of any works that may be necessary prior to the installation of your product. You can then decide whether you wish our fitter to carry out any sub floor preparation, or whether you wish to arrange to carry out any appropriate works yourself. In conclusion the condition of your sub floor at your property you have asked us to install flooring is your responsibility.
Our minimum order policy is 8m2 on all Carpets & Vinyl.
Orders Placed Using 'Customer's Own Sizes'
On the basis that you provided London Carpet Solutions with your own measurements, you accept that you are fully responsible for all information that you have provided, and that you've confirmed the measurements with us, and happy with the quote we provided you, before you have placed the order. Additional errors including, (but not limited too), missing/incorrectly ordered accessories, sub floor suitability or any carpentry issues are also your responsibility to check prior to placing an order. You understand and agree that any errors made while providing us with your own measurements will be of your own expense to rectify. At London Carpet Solutions we do offer a free measuring and planning service so please contact us should you wish to opt in for this service. Any orders placed on 'customer own sizes' will be clearly marked on quotes and sales orders.
Quotations & Fitting
All quotations and orders are on the basis that the sub floor is suitable for fitting the flooring you have selected without additional work. It is your responsibility to ensure that this is the case. We can carry out a free home consultation visit to check this for you. Our fitter will fit the product on your sub floor as it is when he or she arrives to fit the new flooring, unless you have asked us to arrange for any works to be carried out to your sub floor. If any damage is caused to the product as a result of your sub floor being inadequate, all costs associated with remedying the sub floor and replacing any product are solely your responsibility.
From time to time ranges of Carpet/Underlay/Accessories may go on a proportional offer. London Carpet Solutions reserves the right to change or withdraw any promotion at any time without prior notice.
Please note we cannot guarantee any images colour match exactly with the product. They can only be used as 'general illustration' purposes.
Links To Third Party Websites
London Carpet Solutions Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.
Payments can be made by visiting your local branch, calling the store directly, calling our Sales & Support Line on 0203 488 9766 (9am - 6pm Monday - Saturday), with the Home Consultant who attends and measures your property, or via BACS payment which can be made using the below details:
Account number: 69952966
Sort Code: 08-92-99
We accept most major Debit/Credit cards. Unfortunately we are unable to accept American Express cards or cheque as method of payment.
Returns & Refunds
If you place an order with us it is legally a binding contract even if you have only paid a deposit. Cancellation of an order is not normally accepted unless we are in breach of contract, in which case you have the right to cancel. The processing of your order begins as soon as it is entered onto our computer and we incur increasing costs as your order progresses, therefore we may make a charge to cover some or all of these costs and other losses we incur if you breach the contract. If a refund becomes necessary, it will be made to the person named on the sales confirmation or invoice, but credit/debit card refunds can only be made to the card used at the time of purchase.
These Terms and Conditions shall be governed by and construed in accordance with the law of England and you hereby submit to the exclusive jurisdiction of the England courts.
If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.
If you breach these Conditions of Use and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these Conditions of Use.
You agree to indemnify and hold London Carpet Solutions and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against London Carpet Solutions arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.
The Furniture Ombudsman
If you are not entirely satisfied with your purchase please contact us here. We will try to resolve any issues that you have as quickly as possible and if necessary, we will explain how to follow our complaints procedure.
The Furniture Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. If you remain unhappy with our final response, you may be entitled to refer your complaint to The Furniture Ombudsman and we are bound to follow any decision that they make. To find out more about The Furniture Ombudsman and how you might be able to use their dispute resolution service visit www.thefurnitureombudsman.org or telephone 0333 241 3209.
Direct to Home
It’s really important to us that you receive the same high-quality experience with our Direct to Home service, as you’d get with our team of in-store experts. So our great in house delivery has the same customer service values as we do here at London Carpet Solutions in store, ensuring peace of mind that your order will arrive safely, at a convenient time.
How Much Is Delivery
We charge £35 and aim to deliver within 3-5 working days, or a later day of your choice.
How It Works
We will call you to confirm your preferred delivery day (Monday to Saturday). The evening before your delivery, you will receive an SMS confirming the estimated time your order will arrive. 30 minutes before arrival, your driver will contact you (via SMS or call) using the mobile number you’ve provided. Your order will normally be delivered to a downstairs room of choice, however, during COVID restrictions this may not be possible. If you need to make us aware of any special instructions regarding your delivery.
You can return orders to us for a refund within 72 hours of delivery. To do so, please contact our Customer Services team, who can arrange the collection. Please be aware, you will be liable for the cost of the re-collection (£50.00 under 25m2, £75 over 50m2 and £150, 100m2 and above) and any other charges we incur including, but not limited to parking, congestion charge, ULEZ etc, unless the product is confirmed by us as faulty. We recommend you pop in store so that you can see an example of the product before you place your order.
Where We Deliver
We deliver across London.
Protecting Your Delivery
All goods are safely packed and secured on the delivery vehicle to prevent any damages during transit. After your delivery, one of our customer care agents will also call you to make sure that you have received our high quality service you expect.
Issues With Your Order
On the very rare occasion that there is a problem with your order regarding damages or any product quality issues, please contact our Customer Services team as soon as possible.
Top LCS Tips