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Cancellation & Returns

If you are considering buying carpet or flooring, it is important to read this Cancellation and Returns Policy.

The Carpet Stop Cancellation and Returns Policy

Please read this Cancellations and Returns Policy carefully.

Cancellations

The following is only applicable where an order has been placed either:-on the website-by telephone

Website Orders

If you placed your order on our website and you wish to cancel before it has been delivered please contact [email protected] to check if cancellation is possible. A cancellation charge may be incurred, we will advise you of any charge before you decide whether or not you still wish to cancel.

Telephone Orders

If you placed your order by telephone directly with one of our stores and you wish to cancel before it has been delivered please contact the store you placed the order with and they will check if cancellation is possible. A cancellation charge may be incurred, we will advise you of any charge before you decide whether or not you still wish to cancel.

Returns

If you have taken delivery of your order and wish to return any products in accordance with your statutory 14-day ‘cooling off’ period, we will arrange the collection of the products. A collection charge will be incurred when returning any non faulty items. The cost of this will depend on the size and weight of the products being returned.

If you collected the product from one of our stores and wish to return the product in person, please contact the store directly to arrange an appointment to return your purchase.If you purchased the product through our website and collected it from our main warehouse, please contact [email protected] to arrange an appointment to return your purchase.

Cancellation and Returns Exceptions

Your right to cancel does NOT apply to flooring that has been made to your specifications. This includes products that have been specifically ordered for you and have already been cut/ordered. If you do wish to cancel after the product has been cut/ordered, we may deduct a proportion of the purchase price to cover the losses we will incur in selling your purchase as a remnant. We will advise you of any charge before you decide whether or not you still wish to cancel. Beds and mattresses are delivered protected for health and hygiene reasons. If these have been unsealed following delivery, then your right to cancel and return the goods expires. It is your duty to take reasonable care of the goods until the end of the 14-day cooling-off period.

Refunds

When cancelling or returning your products, the way you originally paid for your order will determine the method you are paid for any refund due. If you paid by credit or debit card, please ensure you have the same card available when arranging your refund.

No refund shall be made until the goods have been collected/returned and inspection made as to the condition.

Refunds can take up to 14 days to process.

Faulty Goods

Complaints relating to faulty Goods should be notified to The Carpet Stop within 7 days of the fault becoming apparent.Where Goods are reported as faulty, the Company reserves the right to arrange an independent inspection, and if the Goods are found on inspection to not be faulty by the result of fair wear and tear, negligence or wilful damage, the Company retains the right to make a reasonable charge to cover the cost of the independent inspection. This charge will be taken from the debit/credit card used to purchase the Goods. The Customer and the Company shall both agree to be bound by the results/findings of the independent inspector. We hope our Cancellation and Returns Policy has been helpful. If there is anything regarding cancellation and returns you still need clarification after reading this policy, please feel free to contact us. A member of our team will be happy to advise and assist you.