Terms and Conditions

1. About us and contacting us

Cranleigh Carpet Warehouse Ltd is registered in England and Wales under company number 17301512. Our registered office is 26 High Street, Haslemere, Surrey, England, GU27 2HW. You can contact us on 01483 399004 or at info@cranleighcarpetwarehouse.com.

In these terms, “we”, “us” and “our” mean Cranleigh Carpet Warehouse Ltd. “You” and “your” mean the customer named on the quotation.

2. Quotations and the contract

Our quotation is valid for 30 days unless it states otherwise. It is based on the areas, products and work described in it and on the conditions visible when we measure or inspect the property.

A contract is formed when you accept the quotation and we receive the required deposit. Any change must be agreed in writing. If there is any conflict, the quotation takes priority over these terms for the specific job.

3. Price and payment

Prices include VAT unless the quotation says otherwise. A 50% deposit is normally required to confirm the order. The balance is due on completion unless we agree a different arrangement in writing.

Goods remain our property until we receive full payment, although responsibility for loss or damage passes to you once the goods are delivered to your property. We may suspend ordering, delivery or fitting if a payment is overdue.

4. Measurements and quantities

We calculate quantities using our site measurements, the product width, pattern repeat, pile direction, joins, wastage and fitting allowances. Chargeable quantities may therefore be greater than the floor area.

You must tell us before ordering about changes to the rooms, layouts, thresholds, doors, fitted furniture or building works. If dimensions or conditions differ from those used for the quotation, we may issue a revised price.

5. Products, samples and appearance

Samples are a guide. Colour, texture, grain, knotting and shade may vary between samples, batches and installed products. Natural flooring and wood will vary. Carpets may show shading, pile reversal, pressure marks or visible joins; these are not necessarily faults.

We will use reasonable care to plan joins, board direction and pattern alignment. Where a particular position or direction is important, it must be agreed before ordering.

6. Subfloors and additional work

Unless expressly included, the quotation assumes the subfloor is dry, sound, level, clean and suitable for the chosen flooring. Hidden damp, contamination, asbestos, movement, weak screeds, uneven levels, damaged boards or other defects may only become apparent after existing flooring is lifted.

If additional preparation or materials are reasonably required, we will explain the issue and agree the extra work and price before continuing. We may pause work if proceeding would be unsafe or would risk a defective installation.

7. Your responsibilities

You must provide safe and reasonable access, electricity, lighting and suitable parking, and ensure that other building work is complete before fitting begins.

Unless moving furniture is included in the quotation, rooms must be cleared before we arrive. Please remove valuables, fragile items, electronics, bedding and the contents of cupboards or wardrobes that need to be moved. You are responsible for disconnecting and reconnecting appliances, alarms, cables and plumbing unless agreed otherwise.

You must tell us about known hazards, underfloor heating, pipes, cables, damp, asbestos or other relevant property conditions.

8. Delivery and fitting dates

Dates are estimates unless we expressly agree a fixed date in writing. Product availability, manufacturing, transport, illness, access and unexpected site conditions can cause delay. We will keep you informed and arrange a new date where necessary.

We are not responsible for delay caused by events outside our reasonable control, but your legal rights are unaffected.

9. Installation

We will carry out fitting with reasonable care and skill. Minor damage to paintwork or skirting can sometimes occur during removal and fitting; normal decorative making good is not included unless stated in the quotation.

Door trimming, plumbing, electrical work, decorating and adjustments to fitted furniture are excluded unless specifically included. Flooring must be used, cleaned and maintained in accordance with the manufacturer’s instructions.

10. Existing or customer supplied materials

Where we refit, transfer or reuse existing flooring, we cannot guarantee that it will be large enough, match adjoining areas, retain its previous appearance or fit as it did before. Existing flooring may have been stretched, cut, damaged, faded or weakened.

We will use reasonable care and skill, but we are not responsible for defects inherent in existing or customer-supplied materials or for their failure, except where caused by our negligence.

11. Cancellation rights for consumers

If the contract is agreed online, by telephone, by email or in your home, you will usually have 14 days from the day after the contract is made to cancel the service element without giving a reason. For standard goods, the cancellation period will usually end 14 days after you receive them.

The right to cancel does not normally apply to goods made to your specifications or clearly personalised. This may include flooring cut, ordered or prepared specifically to your measurements or selection. This exception does not remove your rights if goods are faulty or not as described.

If you ask us in writing to begin services during the 14-day cancellation period and later cancel, you must pay a reasonable amount for work carried out up to cancellation. If the service has been fully performed following your express request and acknowledgement, the cancellation right for that service ends.

To cancel, send a clear statement by email or post using the contact details in clause 1, or use the model cancellation form at the end of these terms. We will make any refund due within the period required by law, using the original payment method unless agreed otherwise.

12. Customer cancellations outside statutory rights

If you cancel after a statutory cancellation right has ended, or where no such right applies, please contact us immediately. We will take reasonable steps to reduce our loss. You will be responsible only for reasonable costs and losses actually incurred, which may include non-refundable supplier charges, bespoke or cut materials, delivery costs and work already completed.

We will return any balance after deducting those reasonable costs. A deposit is not automatically non-refundable.

13. Changes or cancellation by us

We may make minor changes required for safety, legal compliance or installation quality that do not materially affect the agreed result. Material changes require your agreement.

We may cancel if goods become unavailable, we cannot safely complete the work, you do not provide access or required information, or you do not pay sums due. If we cancel for reasons not caused by you, we will refund payments for goods or services not supplied.

14. Problems, faults and your legal rights

Goods must be as described, of satisfactory quality and fit for any purpose made known to us. Services must be carried out with reasonable care and skill. These statutory rights are not restricted by these terms or by any manufacturer’s warranty.

Please inspect the work promptly and tell us as soon as reasonably possible about any concern. We will investigate and, where legally required, repair, replace, repeat the service, reduce the price or provide another appropriate remedy. Do not arrange remedial work by another contractor before giving us a reasonable opportunity to inspect and put matters right, except in an emergency.

15. Liability

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses arising from a domestic contract, or for loss caused by inaccurate information or unsafe conditions that you did not disclose.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

16. Complaints

Please contact us first at info@cranleighcarpetwarehouse.com or 01483 399004 and give your name, address, quotation number and details of the issue. We will acknowledge the complaint and aim to resolve it fairly and promptly.

If we cannot resolve the matter, you may obtain independent advice from Citizens Advice Consumer Service.

17. Personal information

We use personal information to prepare quotations, arrange supply and fitting, take payment, provide aftercare and meet legal obligations. We will handle it in accordance with applicable data protection law and any privacy notice published on our website.

18. General terms

If any part of these terms is found invalid or unenforceable, the remaining terms continue to apply. A delay in enforcing a right does not waive it. No other person has a right to enforce this contract unless the law provides otherwise.

These terms and the contract are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts applicable to where you live.