Terms & Conditions of The Big Red Carpet Company

Carpet Disclaimer

When purchasing a carpet, it is important that you have checked the details before proceeding through the 'Checkout' section - Manufacturers will provide cut sizes according to the details we provide so it is vital that the carpet RANGE, QUALITY, COLOUR and SIZE are all carefully checked before confirming the order. Manufacturers can cut products usually within the day and have orders sent out quickly at the request of orders, since some can take a while to transport. If cuts of more than one width are requested, majority of manufacturers will not be able to guarantee colour match across those different widths. Big Red Carpet Company will always state this on your receipt, and are not liable for this. Colour matching items will always be requested if possible.

Sizes of Goods

Please note, when ordering goods, all manufacturers have a commercial tolerance on both the width and length. This commercial tolerance varies depending on the relevant manufacturer, but is typically around +/- 1.5%. When ordering, we would always recommend adding at least another 10-15cm onto the widest or longest part of your room, to allow for both the commercial tolerance and to enable your fitter to properly stretch and secure the carpet over the gripper.

Deliveries

All deliveries must be signed for by an adult aged 18 years or over. It is the customer's responsibility to check all goods prior to signing for them. Big Red Carpet Company cannot be held liable for any damage which is noticed after delivery has occurred.

All items must be delivered indoors, to a dry and secure area.

All timescales given on our website are to be used as a guideline only. We shall make every effort possible to meet these timescales, however, delays can occur due to circumstances which are not under our control. We therefore cannot be under any liability for any delays or failure to deliver within the estimated timescale given. Additionally, all timescales quoted do not include any public holidays or Sundays. We do reserve the right to move a delivery date, if for any reason we are unable to make a date which has previously been arranged. A delivery may be unable to take place on the day arranged and as such we advise that fitting dates are not put in place until you have the goods and they have been checked (fitters may charge a fee for a missed fitting date and we cannot be held liable for this).

We deliver to ground floor rooms only. If the goods do not fit into the property and they have been ordered specially, we cannot be held liable for this. Though we always endeavour to deliver to the ground floor room of a customer's choice, when delivering a piece of carpet over 30m², Big Red Carpet Company reserve the right to deliver the piece of carpet to an easily accessible location. This is due to both the potential weight and size of a piece of carpet, which may require direct access via trolley.

If a second delivery is required due to problems accessing the property on the initial attempt, Big Red Carpet Company reserve the right to charge a £35.00 re-delivery fee.

We try to deliver all items ourselves, however we do reserve the right to deliver using a courier. For some items, such as rugs, the manufacturer may dispatch direct to your delivery address.

We would respectfully point out that all goods must be inspected by the customer within 48 hours of delivery and thoroughly checked before cutting or fitting of carpet takes place, as claims resulting from visible effects cannot be entertained by suppliers over a prolonged length of time or after fitting has occurred.

Payment and prices

We will accept payment of your order by Visa, Mastercard, Delta/Connect only. Payment by cheque or cash on delivery is not accepted. Unfortunately, we do not offer credit facilities.

Payment of goods must be made in accordance with our purchasing procedure. All orders are positively credit card sanctioned prior to despatch. We cannot accept any responsibility if any details you provide us with are incorrect or if any order is held up as a result of incorrect details.

In an effort to support fraud prevention, if an order needs to be placed over the phone due to the price not being shown on the website, delivery can only be done to the registered address for card payments. If you request an order to be sent to a different location to that of a payment registered address, a Bank Transfer will be required. We will also only accept Bank Transfer for the following order types: LVT, Hardwood flooring, or laminate flooring (Please note that the vendors retain the right to request payment via Bank Transfer for any reason beyond the flooring type)

The price for the goods will be as stipulated on the website at the time when you place your order. We are entitled to make adjustments to the price to take account of any increase in our suppliers prices, or the imposition of any new taxes or duties, or if due to any error or omission on the price published for the goods on our website is wrong. We try to ensure all prices displayed on our website are accurate, but the price on your goods on your order will need to be validated by us prior to processing the order.

Price Promise & Comparison

We try to ensure that the best possible prices are passed on to you, the customer, but we understand that sometimes there will be other places that are lower. For this, we will always try to see if we can match or improve upon the prices provided, but sometimes this is not possible to acheive. When looking into price comparisons, we do factor in all parts including any additional charges that are applied on other sites. Big Red will always see what can be done with prices but can not guarantee to match items that may be part of special promotions or sales that take place.

Returns Policy

The Big Red Carpet Company will issue a full refund if you change your mind or decide the flooring is not what you were looking for, only within 14 days of receiving your order. The 14 day cooling off period is the standard set by the European Union with which we are morally and legally obliged to adhere to. Specific items are excluded from our returns policy; these include special size items and custom made items. We do not accept the return of part orders. If a carpet is ordered in error by a customer, either due to quality, colour or sizes, The Big Red Carpet Company cannot be held liable for this. It is the responsibility of the customer to ensure that all of their quoted requirements are correct. The Big Red Carpet Company will not exchange goods that have been ordered by the customer for an alternative product.

Hardwood flooring that is sold is non-returnable and must be sold with the adhesive specifically advised by the manufacturer - this is to ensure that the supplier will cover the guarantee of the product. Products such as Amtico flooring must be fit by registered specialised fitters: The Big Red Carpet Comapny cannot be held liable if the product that is ordered cannot be fitted within certain time or fitted correctly - It is the customer who is responsible for arranging fitting with a suitable fitter; This is something that should be arranged/discussed prior to placing an order. For other products that are not of special size or custom made, it is important that your order has calculated everything correctly - part orders cannot be returned should too much be ordered (eg - too much underlay or gripper, too much adhesive etc).

To claim your refund all returned goods must be in their original sealed packaging and returned in the condition that they were delivered to you. No refund can be given for any damaged items.For this reason we recommend you take out appropriate insurance on the goods that you are returning to us. Please note you are responsible for all costs relating to the return of goods unless the return relates to a manufacturing issue.

Please contact us on +44 (0)8081680555 if you have any queries with reference to our Returns and Cancellation Policy. All returns must be sent to; The Big Red Carpet Company, 1a Marlborough Road, Beeston, Nottingham, NG9 2HG.

Fault & Damage

In case of a fault or damage present in an item, it is important to inform us immediately, providing photographic evidence that clearly shows the condition of the product and the packaging. All information will be assessed and may be passed to the suppliers if required. Suppliers may request further information if needed in order to determine what the conclusion will be.

Please note: any credits are restricted to the material value only, we do not pay refitting costs.

Should it be necessary to instigate an independent report, the cost of this will be passed on to you (the customer). If the product is found to be faulty, this will be refunded.

Big Red accepts no responsibility if a product is damaged in a customers home prior to being fitted, being incorrectly fitted or damaged during fitting, and cannot return any product once it has been fitted.

Samples

All samples that are offered upon customers request are provided from the suppliers directly, and are only representative of the product. Actual Products can vary slightly to their samples but still fall within the allowed tolerance for the product.