Important Customer Information
Please find below information relating to the terms and conditions which are applicable when you enter into a contract with Urmston Carpets. These will apply when an order has been placed even if only a deposit has been made within the store. You should check the details of your order carefully including these terms and conditions and if you have any queries please raise these immediately with a sales representative. Please note that any revisions to your order may incur further costs. Your rights: it is our responsibility to supply you with goods and services which meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us via the “contact us” page on our website. If you are unclear about your rights or require advice, you can contact Citizens Advice Consumer Service on 0808 223 1133 or www.citizensadvice.org.uk
Where you have placed an order in store and an estimate of the price or guide price has been provided but the final price is determined by a home “check measure” visit there may be a fluctuation in price. If the price, following the home visit, is lower than the estimate, your contract will reflect the lower price. If the price is higher by 15% or more you will be able to cancel the order and receive a refund of any monies you have paid, provided you have not already instructed us to proceed with the order.
You are responsible for all measurements you give us, except where Urmston Carpets has completed a home visit and surveyed the relevant parts of the property and supplied or confirmed measurements.
Promotional Offers
From time to time we may sell our products subject to a promotional offer. Each promotional offer will have its own terms and conditions and these will be provided upon request.
Cancellation and refunds
In store purchases
This order is a legally 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 we have completed a home visit “Check Measure” where our estimator has visited a property and you then cancel your order we will charge £50.00 for the measure. Where carpets or vinyl have been cut we will charge a 25% re-stocking charge.
Delivery and Installation
Please check that the goods you received are the ones you ordered. Check they are for the correct colour, size, and options selected, and that they are examined for apparent faults or damage at the time of delivery and before installation. If on inspection you have any doubts please contact the store as soon as reasonably possible.
All goods must be fully paid for before installation, delivery or collection can be made. If you are arranging for the installation via your own 3rd party fitting contractor, please ensure sufficient time is allowed for both the inspection of the goods to take place as well as any acclimatisation needs as per the manufacturer’s instructions.
In all cases genuine complaints will be dealt with in good faith, but your rights may be adversely affected if you do not contact us as soon as possible. All delivery, collection and fitting dates are estimates and are given in good faith. Exact arrival and completion times cannot be guaranteed due to the nature of the work.
Fitting of Carpets and Flooring
Urmston Carpets does not provide a fitting service for any carpet or flooring whatsoever.
*Free Fitting Offer – Terms and Conditions
1. Nature of the Offer
Urmston Carpets does not directly provide carpet or flooring installation services. The term “Free Fitting” refers to a discount applied to your purchase when certain qualifying conditions are met and should not be construed as the provision of a complimentary fitting service.
2. Qualifying Criteria for the Discount
The “Free Fitting” promotional discount is applied only when:
• You purchase carpet and a matching quantity of underlay from our Bronze, Silver, Gold, Platinum, or Diamond ranges.
• In such cases, Urmston Carpets will apply a discount to the cost of the goods equivalent to the typical market rate charged by an independent third-party carpet fitter for the installation of carpet.
Customers not purchasing underlay are not eligible for the “Free Fitting” discount, but Urmston Carpets may still assist in arranging installation services via independent fitters if requested to do so. Please consult a store representative for further details.
3. Independent Fitting Services
• All carpet and flooring fitting services are carried out solely by independent contractors.
• Any such service constitutes a separate and distinct contract between you and the fitter, and is not part of your purchase contract with Urmston Carpets.
• Urmston Carpets may, at your request, introduce you to a fitter and arrange an appointment on your behalf. We do so solely as your agent.
4. Arrangement Fee and Agent Role
When arranging a fitting on your behalf, Urmston Carpets charges a service fee (50p per m²) for:
• Introducing an independent fitter.
• Facilitating delivery and pre-cutting of materials for efficient installation.
• Monitoring fitting standards.
• Assisting in resolving fitting-related complaints directly with the fitter.
By requesting such an arrangement, you authorise Urmston Carpets to share your relevant personal data (e.g., invoice, name, address, and contact details) with the appointed fitter.
5. List of Local Fitters
You are welcome to arrange your own fitter / fitting and negotiate a price with them for installation. If you do this, please let us know at least 48 hours prior to collection of goods so that we can have your goods ready for collection on the required day.
Goods are generally collected from our main warehouse in Trafford Park. Please note that the warehouse is open 8am to 4pm Monday to Friday ONLY. Goods must me collected by 3.30pm at the latest. Our warehouse address is Unit 24, Westbrook Park, Westbrook Road, Trafford Park. M17 1AY. THE WAREHOUSE IS CLOSED ON SATURDAYS AND SUNDAYS.
Urmston Carpets maintains a list of independent carpet, vinyl, and laminate flooring fitters operating within the Greater Manchester area. This list is available in store and is non-exhaustive and intended for customer convenience only.
We retain full responsibility for the products that Urmston Carpets supplies and will act as intermediary between you and the deliverer/ installer should any liability arise from delivery and installation where Urmston Carpets made the introduction to the fitter.
Fitting Arrangement Services
(a) We do not provide carpet fitting or flooring installation services and this forms no part of any contract between you and the Company. It is for you to engage a carpet / flooring fitter and any fitting service is provided to you wholly and exclusively under/pursuant to such an engagement which is a contract between you and a fitter.
(b) Upon your request we may introduce a flooring fitter to you. Following such introduction, it is between you and such fitter to agree the terms and conditions (including price) for the fitting services. You are always free to engage a fitter of your choice. There are other fitters available in the local area other than the fitters listed in store. Lists of flooring fitters are available at the National Institute of Carpet and Floor layers website https://nicfltd.org.uk/ or by emailing [email protected] or telephoning 0115 958 3077.
(c) Introduction to Fitter. Where Urmston Carpets has been asked to make the arrangements for your flooring to be fitted, we agree to act as your agent for this service and a fitting arrangement service fee of £0.50per m2 including VAT is chargeable. This includes; introduction to an independent 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, Urmston Carpets will manage the complaint between yourself and the fitter.
(d) To make the introduction of a fitter if requested you instruct us to communicate your personal details, including a copy of your invoice with address and contact details, to the fitter(s) to be introduced.
(e) We retain full responsibility for the products Urmston Carpets supplies and will act as intermediary between you and the deliverer/ installer should any liability arise from delivery and installation where Urmston Carpets made the introduction to the fitter.
(f) Delivery and Installation. Please check that the goods you received are the ones you ordered. Check they are for the correct colour, size, and options selected, and that they are examined for apparent faults or damage at the time of delivery and before installation. If on inspection you have any doubts, please contact the store as soon as reasonably possible.
(g) All goods must be fully paid for before installation, delivery or collection can be made. If you are arranging for the installation via your own 3rd party fitter, please ensure sufficient time is allowed for both the inspection of the goods to take place as well as any acclimatisation needs as per the manufacturer’s instructions.
In all cases genuine complaints will be dealt with in good faith, but your rights may be adversely affected if you do not contact us as soon as possible. All delivery and fitting dates are estimates and are given in good faith. Exact arrival and completion times cannot be guaranteed due to the nature of the work.
(h) We have agreed with the fitters we introduce the basis for estimating the price of the fitting service and stairs and other surcharges (if any). The fitting estimate for the fitting service is made accordingly as are the stairs and other surcharges (if any) shown. It remains your responsibility to pay the fitter in accordance with your contract with him.
Payments for Fitting
Fitting is chargeable and payable to the fitter on a separate contract from your Urmston Carpets contract and must be paid directly to the fitter / fitting partner on the day of installation.
Where carpets are to be fitted in the hall and stairs an additional charge may be made by the fitter to reflect the additional fitting work involved in these areas. These charges are payable to the contractor. The fees quoted on the store invoice are for the goods shown on the order only.
(j) Carpet and Flooring fitters introduced by us undertake to carry out their work with reasonable skill and care, but on rare occasions home decor may be marked or scuffed during the fitting process. New paintwork and wallpaper are especially vulnerable and should be allowed to dry fully. A minimum of 72 hours is recommended and when high gloss paint has been used, please allow 7 days. Neither we nor any fitter undertakes to carry out any redecoration, except where damage has been caused by that person’s negligence. It is the responsibility of the customer to make the fitter aware of any known hazards or issues which may affect their ability to complete the installation.
Additional paid services
Doors, kitchen kickboards and plinths may need to be trimmed to allow sufficient clearance. This is not considered to be part of the fitting work unless this was specifically agreed in advance. Fitters may need to remove doors to facilitate fitting and where necessary, leave them ready for you or your appointed carpenter to carry out the trimming and rehanging at a later date. Some doors, such as fire doors, may not be suitable for modification or need to be carried out by a door easing specialist.
(k) The fitting estimate and stairs and other surcharges (if any) are not held out by us or made by us for and on behalf of the fitter and are in reliance on the information you have provided to us. Subject always to the foregoing, the fitters we introduce have agreed with us that they will offer the fitting service to you under their own terms and conditions. For the avoidance of doubt those terms and conditions are not part of any contract between you and the Urmston Carpets but may form part of a contract between you and the fitter. We do not hold these terms and conditions out on behalf of the fitter. It is your responsibility to agree terms and conditions with the fitter which you consider to be satisfactory including as to price and payment.
(l) The fitter we introduce is considered by the Company to be properly qualified to fit your floor covering. However, we give no promise or guarantee with respect to and accept no responsibility for the quality of the fitting service. We accept no responsibility for any damage or loss you might suffer in connection with the fitter’s performance of his contract with you. If you are not satisfied with the fitting service your only recourse is to the fitter under your contact with him. All fitters that we introduce have their own Public Liability Insurance Policy
Sub Floor Preparation
For a perfect finish, our products require a smooth, dry, clean and sound foundation. Our home consultant or estimator will not be able to ascertain if your subfloor requires extra preparatory work if your existing flooring is in situ at the time of the inspection. If we are arranging the installation of your flooring, our home consultant, estimator or the fitter may advise that some remedial work is needed such as smoothing compound or ply boarding before your new floor can be fitted. These additional costs are to be met by the customer. This may delay the original installation of your flooring whilst this work is undertaken. Uneven floorboards and surfaces, if left uncorrected by the customer, can affect the appearance of your new flooring.
In the majority of cases, the fitter will be able to assist to resolve the issue, but an additional fee may apply. It may, on the rare occasion, be necessary to involve the services of a specialist contractor. A quote which estimates the cost of subfloor preparation is provided within the installation service, however the subfloor may not be visible at the quotation stage. If, upon inspection by the fitter, more work is required and this is needed to ensure the flooring can be laid to the manufacturer’s specification and this is declined by the customer, the fitter will leave the flooring in the customer’s home. If the fitting cannot be completed due to the works needed to correct subfloor issues, the customer is free to obtain quotations from other fitters / fitting contractors to install the flooring at their own risk. The contract with Urmston Carpets is deemed to have been concluded upon acceptance of the flooring and will be considered ‘supply only’.
Carpets
The samples we display in our store 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 into 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 turns 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 / premature flattening of the pile. Neither Urmston Carpets or any carpet manufacturers will provided a wear warranty or guarantee if new carpet is fitted on existing underlay. For warranties and guarantees to apply all carpets must be fitted on new underlay.
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.
Vinyls
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 fitter’s arrival. For further information please consult our floor care guide.
Laminate Flooring and Luxury Vinyl Tile Products
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 will be affected by moisture; wet mopping will likely damage the flooring beyond repair. For further information please consult our floor care guide.
Whilst many of the products we sell are available to purchase in square metres, our luxury vinyl and laminate flooring products are purchased by the box. When estimating appropriate floor coverage for your installation, we will apply a percentage between 5-15% (rounded to the nearest box) to your order to allow for colour matching between boxes and wastage during fitting. In the case of a herringbone installation, this tolerance may be increased to 20-25% based on the manufacturer’s recommendation. If a subsequent order is placed, we cannot promise this will be supplied from the same batch as that previously supplied.
Any unopened boxes which are returned will be refunded at 50% of the original box purchase price within the first 30 days of purchase all goods need to be sealed and in the good condition and can only be returned if outside the tolerances stated.
It is the policy of Urmston Carpets 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 / manufacturers original name. 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.
Product Guarantees
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. The length of our wear guarantee varies from floor to floor as each one is different.
All manufacturers’ wear guarantees do not relate to the appearance of the product but are specifically in relation to being ‘threadbare’. With reference to vinyl, laminate and LVT, over time the appearance of your flooring may deteriorate depending on your usage, demands and after care, but this will vary from home to home. Surface stains, scratches, abrasions, and marks are not covered by the wear guarantee. Whilst regular cleaning will help to keep your floor looking good, normal wear and tear is to be expected. 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. For further information please consult our floor care guide.
