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Our Terms and Conditions

These Terms and Conditions set out the basis on which we accept orders for goods ordered by means of distance communication. These terms cover our distance purchases e.g. online or via the telephone without the physical presence of the supplier and the customer.

These terms will not apply in cases where any part of the contract has been negotiated or concluded face to face, for example by the customer visiting the showroom. These terms tell you who we are, how we will provide Goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

Information about us

We are Premier Floor Fitting (Solihull) Ltd, trading as Carpet & Flooring Online. Our company registration number is 07094597 and our registered office address is Unit 17 Great Western Business Park, McKenzie Way, Worcester WR4 9GN. Our VAT number is 984587649000.

We are the online branch of Premier Carpet and Flooring with over 18 years of experience supplying and fitting carpet and flooring to happy customers. We have two flooring showrooms in the West Midlands, and we're an approved retailer for all of our brands, including being a premium Amtico One retailer. Over the years we have built a list of enviable supplier contacts, manufacturing high quality flooring and carpets to British households.

How to contact us

You can contact us by calling our customer service team on 01905 954045, or by emailing us at [email protected] You may also write to us at our head office address (above).

How we may contact you

If we need to get in touch with you, we may telephone or write to you on the phone number or at the email address you have provided us with.

Making a purchase

When you place an order with us, your order will clearly display the products being supplied, the quantity and the price and where applicable with delivery and VAT included in the final price.

Telephone, email and online orders

When placing an order with us online you are making an offer to buy the goods. We will send you an email to confirm that we have received your order. We will then check the price and availability of the goods. Acceptance will take place when we write to you again to accept your order and we let you know that we are able to provide you with the product, at which point a contract will come into existence between you and us. Once payment has been received in full your order will be processed.

Free delivery

When your order value is equal to or more than £849.00 + VAT, free delivery will be offered at the online checkout. Free delivery is subject to our standard terms and conditions of trade and the delivery address is within our standard delivery areas and our normal delivery timescales. We will notify the customer if their address is outside of our standard delivery area.

Offers and sale items

From time to time we may offer products at a discount rate. We reserve the right to change the details of a promotion or withdraw it at our discretion, without prior notice. 

Product images and product information on our website

All product images are for general illustration purposes of product type only. We have made every effort to display colours and grain as accurately as possible, however as wood is a natural product, visual variations in texture, grain and colour are inevitable. Colour, grain or texture variance cannot be accepted as a reason for exchange or rejection of the goods. 

The product information and prices on this website are as accurate as possible but the customer accepts that Data input errors can occur, and agrees not to hold Carpet & Flooring Online liable for any losses arising as a result of relying on any details displayed on this website.

Product suitability

It is the customer's responsibility to check the manufacturers guidance on the suitability of the goods before placing their order with Carpet & Flooring Online. If you are unsure, please enquire with our customer service team. The customer is also responsible for making sure that their measurements are correct and ordering the correct amount of material. Please refer to guidance on our website.

Payment

Carpet & Flooring Online accepts most Major UK Debit and Credit cards.  The customer is responsible for any Bank transfer costs.

Tax charges

For all orders, 20% VAT has already been applied to the prices displayed on our website product pages. Customers in countries outside the European Union should email or telephone to make alternative arrangements.

Credit card security

If you buy something from us online, we will not hold your card information. It is collected by our third party payment processors who specialise in secure processing of credit/debit transactions.

Delivery & delivery charges

The delivery service is being supplied under a separate contract and the Delivery cost is shown separately. For your convenience we will give you a total amount required in respect of supplying the goods and performing the delivery service which can be paid together.

Delivery Timescales 

If delivery within our standard timeframe is not possible we shall inform you as to the reason why and if possible agree an alternative timeframe with you, or cancel the order and refund the sum paid in full.

Delivery timescales are largely dependent upon our suppliers but the majority of orders will be received within 5-7 days. Please note that some of our products are not held in stock and are imported from Europe. These products, along with bespoke products (e.g. Amtico Signature) can take up to 14 days delivery from order. 

In some circumstances, quicker delivery can be arranged - please contact us on 01905 954045 to discuss this with us before placing your order if you are working within a particular timeframe. 

Carpet & Flooring Online cannot be liable for any losses as a result of not delivering goods at the indicated time. We strongly advise that any tradesperson is not booked until after you receive your goods. 

Checking your goods

Please ensure that you thoroughly check your goods as soon as possible following delivery. Failure to notify us of any faults will mean that you will be deemed to have accepted the goods in good condition. We cannot be held responsible for any incidental work or costs arising from or because of any fault within our product, or bad workmanship applied to our goods. Please refer to our returns policy for further information.

Failed Delivery

All transactions are entered into on the understanding that the customer will be present and able to accept delivery of the goods at the specified address on the date of delivery. If delivery fails because the customer is not present or is unable to accept delivery to the specified delivery address on the date of delivery an additional charge will be made to cover the cost of repeat delivery. All deliveries are to the nearest accessible kerbside and it is the customers responsibility to have adequate able bodied persons available to move the goods from there.

Changes to your order

If you wish to make any changes to your order please contact us as soon as you can and we will let you know if the change is possible. 

Your right to cancel and returning your items

If you wish to cancel your order with us please get in touch with us as soon as possible before your goods are despatched.

As detailed in our Returns Policy, you may cancel your contract with us within 14 days after receiving your goods. Please note that we cannot accept returns for products that have been damaged, used or installed. In order for your return to be accepted, please ensure that items are packaged as they were received, and that they are in a resalable condition. We will not charge you a restocking fee, but please remember that in all circumstances where the goods are not faulty, you will be liable for arranging the return and covering the cost of the courier (as this service has already been completed). Returns must be received by us within 30 days of delivery. Notice of cancelation must be given in writing (whether by letter or email) to Carpet & Flooring Online at the contact details found at the bottom of this page.

Unfortunately we cannot accept returns of products made to order, or carpet cut from a roll unless it is faulty. These are deemed to be 'special order' products.

Goods in perfect condition can be returned only as a whole order - part orders cannot be accepted.

Non-stock items are ordered in for you and will therefore incur a restocking fee. This cost will vary depending on the manufacturer but will be in line with the costs incurred by ourselves to return the items(s) to our suppliers.

Our privacy policy & cookies

Please refer to our Privacy Policy

Terms & conditions for price matching

We offer a price match promise if you find our products elsewhere at a cheaper price. Please note the following terms and conditions apply to this offer:

Our price matching only applies to current UK prices, including delivery. The competitor must be based in the UK and sell direct to customers (auction or online marketplace retailers do not apply). The company must be comparable to Carpet & Flooring Online in terms of trading and business setup. Businesses that are not deemed comparable include internet-only companies or mail order companies, collection points, auction/marketplace sites, market stalls, factory outlets, home shopping channels or companies which are in administration or closing down. This list is not exhaustive. We also do not price match companies that are unauthorised dealers of the flooring manufacturers. 

The product found elsewhere must be identical and in brand new condition and offered on the same terms. The product must be available for home delivery within the same timescale as we are offering or available for collection. We must be able to verify the competitor's price and stock position by a written quotation.

Please note that we are not able to offer price matching for products purchased on finance.

This offer is non transferable.

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