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Terms & Conditions

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything which you want and nothing that you are not willing to agree to.

Summary of some of your key rights:

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:

up to 30 days: if your goods are faulty, then you can get a refund;

up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;

up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

This contract sets out:

               your legal rights and responsibilities;

               our legal rights and responsibilities; and

               certain key information required by law.

In this contract:

               We’, ‘us’ or ‘our’ means Carpet Shop Online, a trading name of Carpet Shop Online Ltd; and

               You’ or ‘your’ means the person using our site to buy goods from us.

If you don’t understand any of this contract and want to talk to us about it, please contact us by:

               email; or

               telephone 01332947947 between 9am and 5pm Monday to Friday.

Who are we?

1 Introduction

1.1 If you buy goods on our site you agree to be legally bound by this contract.

1.2 Our products are supplied for domestic and private use. 

1.3 This contract is only available in English. No other languages will apply to this contract.

1.4 When buying any goods you also agree to be legally bound by our website terms and conditions and any documents referred to in them extra terms which may add to, or replace some of, this contract. This may happen for example, for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you one month's notice.

All of the above documents form part of this contract as though set out in full here.

2 Information we give you

2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:

2.1.1 click on the ‘key information button’;

2.1.2 read the acknowledgement email (see clause 4.2.1); or

2.1.3 contact us using the contact details at the top of this page.

2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).

2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3 Your privacy and personal information

3.1 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

3.2 Our Privacy Policy is available at

4 Ordering goods from us

4.1 Below, we set out how a legally binding contract between you and us is made.

4.2 You place an order on the site by visiting Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.

4.2.1 When you place your order at the end of the online checkout process, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

4.2.2 We may contact you within 1-2 working days to say that we do not accept your order. This is typically for the following reasons:

(a) the goods are unavailable;

(b) we cannot authorise your payment;

(c) you are not allowed to buy the goods from us;

(d) we are not allowed to sell the goods to you;

(e) you have ordered too many goods; or there has been a mistake on the pricing or description of the goods.

4.2.3 We will only accept your order when we receive confirmation from Stripe/Paypal that your payment has been successful. At this point:

(a) a legally binding contract will be in place between you and us; and we will dispatch the goods to you.

4.3 If you are under the age of 18 you may not buy any goods from the site. 

4.4 All pile carpets, especially plain grounds are liable (after they have been in use for some time, to shading due to uneven pressing of the surface by treading. We do not accept responsibility for faded and/or soiled products due to wear. 

4.5 Thickness of flooring is approximate. Please allow 2mm leeway in any measurements within the description and title. 

4.6 Our products are supplied for domestic use only (exceptions apply and are clearly marked as suitable for contract/commercial use). If goods are purchased for commercial purposes, please ensure you are covered by the correct insurance. Any warranties and conditions relating to our products are waived if our products are used for commercial purposes. 

4.7 Our liability to business customers is limited to the replacement value of the product. 

5 Right to cancel this contract

5.1 You have the right to cancel this contract within 14 days without giving any reason except in instances where we supply goods that are made to your specifications, in accordance with 28(1)(b) of the Consumer Contracts Regulations.

5.2 The cancellation period will expire after 14 days from the day you receive the order.

5.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You can use the model cancellation form set out in the box below, but it is not obligatory.

Cancellation form

To [insert the trader's name, geographical address and, where available, fax number and email address]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),


[*] Delete as appropriate

5.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

6 Effects of cancellation

6.1 If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

6.2 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

6.3 We will make the reimbursement without undue delay, and not later than 14 days after the day we received back from you any goods supplied; or (if earlier) 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

6.4 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

6.5 If you have received goods:

6.5.1 you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

6.5.2 you will have to bear the direct cost of returning the goods.

6.5.3 you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

7 Delivery

7.1 We use a number of courier companies to deliver our goods. If you want to see your delivery options, visit our webpage before you place your order.

7.2 The estimated date and time window for delivery of the goods is set out in the tracking details and you will receive updates of the delivery process of your order.

7.3 We do not offer compensation as a consequence or late or early delivery. All information regarding delivery dates and times are given in good faith and are not guaranteed. 

7.4 If something happens which is outside of our control and affects the estimated date of delivery, we will let you have a revised estimated date for delivery of the goods.

7.5 Delivery of the goods will take place when we deliver them to the address that you gave to us.

7.6 A signature is required from you at the time of delivery. Delivery will not be made without an adequate signature.  

7.7 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:

7.7.1 let you know;

7.7.2 cancel your order; and

7.7.3 give you a refund.

7.8 If nobody is available to take delivery, please contact us using the contact details at the top of this page and we will attempt to re-arrange. If delivery is attempted and there is nobody available to take the delivery, additional charges for non-delivery may be incurred. 

7.9 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.

7.10 We may deliver your goods in instalments. If this is the case, we shall update you by telephone or email accordingly.

8 Payment

8.1 We accept payment via PayPal or the following credit cards and debit cards: Visa Debit, Visa Credit, Mastercard, Electron and Amex. We do not accept cash.

8.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

8.3 Your PayPal account, credit card or debit card will be charged when you place your order. 

8.4 All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps.

8.5 Additional Terms and Conditions for payments made by PayPal can be found at

8.6 If your payment is not received by us and you have already received the goods, you:

8.6.1 must pay for such goods within 7 days; or

8.6.2 must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.

8.7 If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.

8.8 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under Clauses 5 and 6.

8.9 The price of the goods:

8.9.1 is in pounds sterling (£)(GBP);

8.9.2 includes VAT at the applicable rate; and

8.9.3 does not include the cost of delivering the goods (if you want delivery options and costs, visit our webpage before you place your order)

9 Nature of the goods

9.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

9.1.1 are of satisfactory quality;

9.1.2 are fit for purpose;

9.1.3 match the description, sample or model; and

9.1.4 are installed properly (if we install any goods).

9.2 We must provide you with goods that comply with your legal rights.

9.3 The packaging of the goods may be different from that shown on the site.

9.4 While we try to make sure that all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance of up to 2% in such weights, sizes and measurements of our goods. The colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.

9.5 Any goods sold:

9.5.1 at discount prices;

9.5.2 as remnants; or

9.5.3 as substandard;

will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

9.6 If we can’t supply certain goods we may need to substitute them with alternative goods of equal or better standard and value. In this case we will let you know if we intend to do this but this may not always be possible and you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

9.7 We are unable to guarantee an exact colour match on different rolls. If an exact colour match is required please contact us at the time of ordering and we will do all that we can to help. An exact colour match is especially hard to achieve when different widths have been used, or flooring has been ordered on different dates. 

10 Faulty goods

10.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:

10.1.1 contact us using the contact details at the top of this page; or

10.1.2 visit the Citizens Advice website or call 03454 04 05 06.

10.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

10.3 Please contact us using the contact details at the top of this page, if you want:

10.3.1 us to repair the goods;

10.3.2 us to replace the goods;

10.3.3 a price reduction; or

10.3.4 to reject the goods and get a refund.

10.4 If an ordered item(s) is removed from its original condition, e.g. cut and/or fitted, we will not be able to replace the item(s) or offer any full or part refunds.

11 End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

12 Limit on our responsibility to you

12.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:

12.1.1 losses that:

(a) were not foreseeable to you and us when the contract was formed; or

(b) that were not caused by any breach on our part;

12.1.2 business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunityand losses to non-consumers.

13 Disputes

13.1 We will try to resolve any disputes with you quickly and efficiently.

13.2 If you are unhappy with the goods, our service to you or any other matter, please contact us as soon as possible by writing to Northcliffe House, Meadow Road, Derby, DE1 2BH.

13.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know that we cannot settle the dispute with you and give you certain information required by law about our alternative dispute resolution (ADR) provider which is run by CEDR. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website at 

13.4 If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

13.5 The laws of England and Wales will apply to this contract.

14 Intellectual Property

14.1 You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain at all times vested in us and our licensors. You are permitted to use this material only as expressly authorised by us or our licensors. 

14.2 You acknowledge and agree that the material and content contained within this website is made available for your personal, non-commercial use only and that you may only download such material and content for the purposes of using this website. You further acknowledge that any other use of the material and content on this website is strictly prohibited and you agree not to ( and you also agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content. 

15 Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.