The Carpet Trader
Unit 4 Trevanson Street (off Goldsworthy Way) WADEBRIDGE
PL27 7AW
 
Tel: 01208 368643
Carpet Trader
The
CUSTOMER INFORMATION AND TERMS AND CONDITIONS OF FLOOR COVERING PURCHASE


TERMS OF BUSINESS – PAYMENT OF GOODS

Please check the information on your order is correct and if you have any queries please do not hesitate to contact us.

All delivery and fitting dates are estimates given in good faith.  Fitting appointments and delivery of carpet is based on the exact arrival of the material/items and cannot be guaranteed due to delays with receiving these goods from the Suppliers. 

Exact colour and texture matching between separate pieces of carpet, and especially four and five metre rolls, can sometimes vary and therefore is not guaranteed.

Full payment of balance of goods is required in full on the date of delivery and fitting.  We do not operate customer accounts.  Payment must be by credit/debit card, bank transfer or cash. Cheques will only be accepted by prior arrangement with our office.  The total cost is the same whether you pay by cash, cheque or card.

Goods will not be ordered or cut until a minimum of 50% deposit is paid.  Orders cannot be cancelled without the company's consent and then only under terms that will indemnify the company against any loss. Product lines which are not normally stocked by the company and are bought in especially for the customer, render this order irrevocable and no cancellation can be accepted. 

All goods remain the property of the company and ownership of the goods will not be transferred to the buyer until the agreed payment has been received in full. If the buyer fails to pay the full purchase price of the goods the company shall be entitled to retake possession of the goods. For that purpose, the buyer irrevocably licenses the company, its servants and agents to enter upon any premises where goods are situated. The buyer shall indemnify and keep indemnified the company against any claim, loss, costs and expenses of any nature whatsoever by the company in exercising its power hereunder.

Terms of Business – FITTING SERVICE

FREE FITTING OFFER (available on selected products) does not include any clearance item, remnant or roll end.   The cost of any door bars and adhesives required.  Area’s less than 12 sq.-metres. Removal or replacement of furniture & appliances. Uplift and disposal of existing floor coverings, door trimming, and subfloor repair & preparation.  (Note: These Fitting Services are available at extra charge).

Fitter’s carry out their work with reasonable care and skill, but even with the greatest care, home décor may be marked or scuffed during the fitting process. 

Please ensure the flooring material you receive is the correct one you ordered, the correct colour and size, and that it is inspected for any faults by yourself before the fitting commences.  If, on inspection you have any queries please contact us immediately.

Preparation, levelling and repair of floors.  Unless otherwise stated in the ‘Scope of Works’ (available at extra charge), the owner remains responsible to ensure that all floors are repaired and prepared prior to the fitting of any floor covering.  Loose boards should be fixed firmly by screws to eliminate creaking.  It is possible to improve wooden sub-floors by completely covering with plyboard pinned every 30cm.  Concrete floors can be screeded with self-smoothing compound, however, this is a smoothing compound and will not level uneven floors.  The Carpet Trader Cornwall Ltd can only fit to areas presented and accept no responsibility for problems created by any sub floor following the fitting of any floor covering.

The trimming of doors.  Doors may need to be trimmed to allow clearance.  This is not part of fitting work unless this has been specifically agreed prior to installation, should the door need to be trimmed to allow clearance the installer will take the door of prior to installation. As this is a carpentry job, we would recommend a carpenter attend to this matter, however, some fitters at their discretion may undertake the plaining / rehanging of the door at a charge payable direct to the installer of £15/door.  However, no responsibility for any damage to doors will be accepted by The Carpet Trader Cornwall Ltd.

The moving of furniture and appliances.  Unless otherwise stated in the ‘Scope of Works’ (available at additional charge), rooms should be completely cleared prior to the fitter/s arrival, INCLUDING APPLIANCES AND WHITE GOODS.    Where areas are not cleared prior to the fitter/s arrival, the fitter using his discretion, will negotiate an agreed fee direct, to cover the time it will take to move and replace furniture.  Failure to clear rooms prior to fitting may result in delays and/or the inability to carry out the work at the appointed time and The Carpet Trader Cornwall Ltd accept no liability for such delays.  Fitters do not disconnect, or reconnect any electrical, gas or water appliances. NOTE:  FRAGILE ITEMS, ORNAMENTS, WALL PLAQUES OR PICTURES, SOFT FURNISHINGS/BEDDING, ITEMS IN CUPBOARDS AND SMALL ITEMS MUST BE REMOVED BY OWNERS – THE FITTER/S WILL NOT REMOVE THESE ITEMS.  IF REQUESTED BY THE CUSTOMER TO MOVE FURNTITURE/APPLIANCES THE CARPET TRADER CORNWALL LTD WILL UNDERTAKE THIS WORK AT THE CUSTOMERS RESPONIBILITY, NO LIABILITY WILL BE ACCEPTED BY THE CARPET TRADER CORNWALL LTD FOR ITEMS THAT HAVE NOT BEEN REMOVED PRIOR TO INSTALLATION.

Uplift & Disposal of existing floor coverings.  Rooms must be cleared of old carpets and floor coverings prior to the arrival of the fitter/s.  Current legislation regarding the disposal of waste is becoming stricter every day.  The Carpet Trader Cornwall Ltd is only allowed to return waste to a bin for collection and transfer to a landfill site with strict conditions, a carrier of waste license and at a cost.  Should you require the extra service of uplift and removal of old floor coverings please be aware that set charges will apply – please enquire.

Terms of Business: Floor Covering Purchase and Carpet & Floor Covering Care

Whilst manufactures make every effort to match dye lots, customers are warned that colour shades may vary from samples shown.  The company shall not be liable for any manufacturing or transport delay in the performance of its obligation hereunder howsoever arising.

During transportation and storage, the carpet pile may become slightly crushed and this may show as shaded bands across the pile.  These will disappear as the caret settles into its new environment.
Re-using existing underlay may result in abnormal flattening of the pile.  We therefore, do not recommend this practice.  Some manufacturer’s may not warrant the carpet it if it laid on existing underlay.

Carpets are made from soft fibre to provide luxury, warmth and sound insulation; however, they are all vulnerable to pile pressure/flattening.  Velvets and plush pile carpets are more susceptible whilst cords and loops are more durable.  “Shading” or permanent pile reversal particularly in cut pile, plush pile, velour and velvet carpets cannot be predicted or prevented and this effect has no detrimental influence on the durability or life of the carpet.  Therefore, shading and flattening is not a manufacturing fault and the manufacturer and The Carpet Trader Cornwall Ltd cannot accept claims on carpet which may be affected by “shading” or pile pressure/flattening.

Stains are always possible.  Some manufacturer’s give the impression that a product may be resistant to stains, however from the many years of experience in the industry we know that fibre-colour reaction is always possible following the spillage of coffee, fruit juice, wine and other acids.  Spillages are best dealt with immediately using tissue paper in a non-abrasive manner removing the staining agent without rubbing the pile.  It is then important to call in a professional cleaning company.  Customers should always ensure that their household contents insurance fully covers accidental spillage.

Cushion Floor Vinyl - Care should be taken when moving any furniture or appliance after vinyl floor coverings have been installed, as the flooring can be easily marked by dragging heavy objects across the surface.  Sub-floors should be prepared and free of any small bumps and protrusions prior to the installation of Vinyl flooring. Vinyl floors and carpets will not disguise uneven sub-floors.  Whilst realizing that some customers prefer to loose-lay vinyl, we would point out that manufacturers recommend that vinyl flooring should be adhered for the best results. Larger areas in excess of 12 Sqm must be perimeter stuck to the sub-floor.

Underfloor heating – Please mention to the sales person if you have underfloor heating and advise which system you have, it is also recommended that you provide the Manufacturer's installation details via email.  There are basically two types of underfloor heating, electric heating cables (dry system) or warm water pipes (wet system).  It is not recommended that electric heating is installed directly beneath carpet or vinyl flooring without a minimum 9mm screed of a flexible levelling compound to cover the system.   The recommendation is that the screed be applied in two applications, as the first screed may sink down a little leaving the cables visible or shadowed, a second application of screed should cover the cables. 

Important Note:  The process of securing the underfloor heating system varies depending on the type of subfloor they are being installed on.  It is vital that the installer of the underfloor heating system ensures that they have complied with the manufacturer’s recommendations regarding the correct method of securing the system to the subfloor to avoid movement.  As this is the responsibility of the installer, we will not accept responsibility if the screed we apply fails or cracks due to movement with the underfloor heating system.  Neither will we accept responsibility should the system become detached from the floor during the screed process due to it not being securely fixed by the installer.  If this does happen the installer of the system will need to rectify the problem before we can continue and will be liable to cover all our additional expenses to reapply the screed.   As this type of error can cause unnecessary delays and costs we strongly recommend that you discuss with the installer prior to commencement how they intend to secure the system to the floor, if they are unsure they MUST contact your heating manufacturer for further installation advice.  We are not underfloor heating experts and cannot offer installation advise.

With a wet underfloor heating system of water pipes buried in screed, the maximum acceptable combined thermal resistance (tog) value of the carpet and underlay recommended by Underfloor Heating companies in the UK, is 2.5 tog or less.  A low tog rated underlay will be required to be used with a carpet in order to achieve this.  Luxury Vinyl Tile (LVT) flooring is suitable for installing over underfloor heating systems, providing they have been insulated so that the surface temperature does not exceed 27°C (80°F).  Please ensure that the underfloor heating is switched off 24 hours prior to installation of new flooring.  Please ensure that you refer to your manufacturer’s recommendations with regards to installing flooring over your new underfloor heating system and provide us with a copy.

Warranty

You will need to contact the manufacturer of the goods for their warranty terms and conditions of the materials supplied.  Some suppliers will have a link for you to complete on their website to register for the warranty.  Where warranties or guarantees are provided by the manufacturer, we accept no responsibility for these additional warranties or guarantees. 

IF you purchased your flooring, accessories and underlay from us and we arranged your fitting service with one of our recommended fitters, you will qualify for the 1 year fitting guarantee.  Please keep your receipt as proof of purchase.  Carpet must stay in the original location and not be moved or tampered with and should be used only according to manufacturer’s recommendations.  Please note damaged caused by pets will not be covered in the warranty.

Complaints Procedure

The Carpet Trader Cornwall Ltd will always aim to provide a high standard of care to all our customers. Nevertheless, we recognise that sometimes, things don’t always go to plan and if our customers are not satisfied with the services, we have provided to them, we want to know about it.

The following process is designed to make customers aware of our complaints policy:

Before making a complaint - If something's not quite as you expected, normally the best way to deal with this is by speaking to the us direct on 01208 368643.

How to make a formal complaint:

By Email
You can email us confidentially at:
carpettrader@hotmail.com

By Letter:
You can write to us at:

The Carpet Trader Cornwall Ltd
Unit 3-4 Trevanson Street
Wadebridge
Cornwall
PL27 7AW

To ensure we handle your complaint effectively, we will require all customers to provide the following details to access their account:

Name on the order
Address
Contact details
Reason for complaint
Photograph's relating to complaint (if possible)
Installation date

Please note: if the details provided do not match our records, we will not be able to discuss the order with you or handle the complaint.

How will the complaint be handled? - All complaints will be investigated by a member of our team. We will acknowledge your complaint within 7 working days of receiving it and aim to resolve complaints as promptly as possible.
We will also keep you updated during the investigation of your complaint, we may need to liaise with the manufacturer of the goods supplied in order to provide you with a fair and suitable resolution.

Our resolution will be communicated to you in your preferred contact method and may also be followed up in writing.  In the unlikely event we are unable to resolve your complaint within 10 weeks of receiving it, we will write to you and let you know what the next steps are.

If you are not satisfied with the resolution we have offered, please put in this in writing, the next step would be to seek to involve an independent body to carry out conciliation.