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.
50% Off Selected Carpets & Take Extra 10% Off Promotion (Black Friday Offer)
Selected up to 50% off plus extra 10% off carpet collections are clearly marked online with the appropriate 'offer ends' date. The discounts applies to the carpet only when you buy an equal quantity of any London Carpet Solutions underlay and spend a minimum of £500, excludes fitting/labor costs. The extra 10% discount is taken off the already discounted carpet only, & not the entire bill. Some 50% off deals may continue after 28th November 2023.
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.
Our pledge is valid for 14 days after your order is confirmed.
Why not spread the love and have the floor you love with up to 60 months credit options & just a 10% deposit! London Carpet Solutions can offer credit options from Ideal4Finance on all purchases £750 or over. It's quick and easy and you'll have a decision in minutes!
You can choose to spread your payments across either 12, 36, 48 or 60 months. This does not include the cost of fitting your flooring as this work is carried out by 3rd parties.
Eligibility Criteria For Credit
Terms and conditions apply. Offer excludes the cost of fitting the floor. £750 minimum order value, minimum 10% deposit required.
Subject to status and affordability. Terms and Conditions apply. London Carpet Solutions Ltd Firm Registration No. 14094594. Registered Office: 852 Green Lanes, Winchmore Hill, London, N21 2RS. VAT registration No: 412643621 trading as London Carpet Solutions is a credit broker for the purpose of introducing credit provided by the lender Ideal Finance.
London Carpet Solutions Limited is an introducer appointed representative of Ideal Sales Solutions Ltd T/A Ideal4Finance. Ideal Sales Solutions is a credit broker and not a lender (FRN 703401). Finance options available subject to status. The rate offered is always provisional and will depend upon your personal circumstances, the load amount & term.
Our Contact Details
Our Office Address:
852 Green Lanes
0203 488 9766
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 £40.00 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 10 Year 'Fitting Satisfaction' Guarantee
All carpets that we offer come with our free 10 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 10 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.
Fitting Arrangement Service
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 a fee per m2 is chargeable. This service 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 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 the purpose for which they are sold. Certain products have additional guarantees provided by us or the manufacturer. Where they are provided by the manufacturer, we accept no responsibility for these additional warranties or guarantees. All manufacturers’ wear guarantees do not relate to the appearance of the product but are specifically in relation to being ‘threadbare’. The appearance of your flooring may deteriorate or vary depending upon your usage, demands and aftercare. Any damage which has occurred due to negligence, malice, removal, fire, water damage and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty.
Areas over 12 square metres, unless stated otherwise, should be fully stuck down using a suitable adhesive. Your vinyl floor covering should not be laid on top of existing vinyl flooring, laminate or tiles unless stated it is permissible to do so. For areas under 12 sqm, a perimeter stick on two adjacent sides will suffice.
All vinyl flooring is cut at 10cm intervals with a minimum order length of 1 metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. If your room is close to the nominal width of the vinyl please allow extra material. If you require the installation of your vinyl flooring below non-integrated appliances, please ensure these are removed from the room prior to the fitters arrival. For further information please consult our floor care guide.
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.
Laminate Flooring, Luxury Vinyl Tile, Engineered Wood
Our in-store samples show only a small part of the overall design as this will have been taken from a larger piece. There may be a significant variation in the colour and design of your floor due to the random nature which occurs with wood and other natural materials, from which the design has been taken. We believe this enhances the natural look and overall appearance of our floors.
The supplier’s fitting and maintenance instructions should be carefully followed to prevent swelling of the joints or other expansion problems. Laminate and engineered wood flooring will be affected by moisture; wet mopping will likely damage the flooring beyond repair.
Whilst many of the products we sell are available to purchase in square metres, our luxury vinyl tile and laminate flooring are purchased by the box. When estimating appropriate floor coverage for your installation approximately 5% (rounded up to the nearest box) will need to be added to your order to allow for colour matching between boxes and wastage during fitting. If a subsequent order is placed, we cannot promise this will be supplied from the same batch as that previously supplied. If you have a surplus box or more after fitting, we would suggest these be stored on a flat dry surface for future use. These are often useful to be kept should an accident occur enabling you to swap a couple of planks or tiles.
It is the policy of London Carpet Solutions Ltd to change the name of all products to ensure each has a unique name within our product ranges. Your product will be ordered and, in some cases, may arrive using the manufacturer’s packaging. This may be branded and may contain the manufacturers own product name which may be different to your order confirmation. This method of amending product names is a standard industry practice.
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 display in our stores are intended to give a general impression of the colour and pattern of the carpet. When fitted in 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 separate pieces (especially from multi-width rolls) cannot be guaranteed.
All carpets are cut at 10cm intervals with a minimum order length of 1 metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. If your room is close to the nominal width of the 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 or as a ‘pole mark’. These will disappear as the carpet settles in to its new environment and the pile is flexed through regular use and vacuum cleaning. If the lines do not disappear within a three-week period, please contact the store.
Carpet is a soft, luxurious product and flattening of the pile will occur. Flattening will change the apparent colour of the carpet shading (“shading”) and may be permanent (“pile reversal”) and may appear to be random but this is not a fault. Areas where foot traffic twist and turn
s are especially prone to changes in appearance. High traffic areas such as in front of chairs, beside the bed and in doorways are relevant examples of where the deterioration of appearance may occur.
All carpets benefit from the use of good quality underlay. Re-using existing underlay may result in abnormal flattening of the pile. Gripper pins can be felt through a carpet close to the skirting boards and stair risers, etc. This is normal but as part of the fitting process, and if requested to do so, the fitter can flatten the pins. However, this will affect whether or not the gripper can be re-used. We recommend the use of vacuum cleaners with rotating brushes on cut pile carpets and suction only for loop pile carpets. Deeper pile saxony carpets will require additional vacuuming. For further information please consult our floor care guide.
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: 45178609
Sort Code: 23-05-80
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.