The Special Carpet Company Ltd / All Floors ‘n’ Rugs – Conditions of Sale

1. Payment Terms

• Payment for stock items is required in full at the time of order or on collection/delivery, at a Director’s discretion.
• Goods cannot be left at a customer’s property, except for acclimatisation purposes, unless they are paid for in full.
• Debit cards and most credit cards are accepted, excluding American Express and Diners Cards.
• Personal cheques must clear before goods are ordered or delivered and cannot be used as payment on delivery or installation day.
• Risk of loss or damage passes to the customer upon delivery or completion of installation.
• Ownership of goods remains with the company until full payment is received.
• Special order goods cancelled by the customer will incur a 20% cancellation charge.
• Unless otherwise agreed in writing by a Director, full payment is required at the time of order.
• Late payments may incur interest at 1.0% per week at the discretion of a Director.
• Commercial debts fall under the Late Payment of Commercial Debts Regulations 2013.
• Customers may not withhold payment after delivery or installation for any reason, unless a Director has agreed a special payment plan in writing.
• If a customer defaults on an agreed payment plan, full payment becomes immediately due.
• The company operates a clear and fair Customer Concern Procedure to resolve any issues promptly.

1A. Legal Right to Recover Unpaid Sums

• If a customer fails to pay for goods or services supplied in accordance with an agreed quotation or invoice, the company reserves the legal right to pursue recovery of the outstanding balance for up to six years, as permitted under the Limitation Act 1980.
• This period applies regardless of the reason for non-payment and runs from the date the payment first became due.
• The company may take appropriate steps to recover unpaid sums, including written reminders, formal notices, and legal action where necessary.
• Customers are strongly advised to ensure all agreed payments are made on time to avoid additional costs, interest, or recovery action.

1B. Cut-to-Size Goods, Fitted Goods & Customer Default

• Many flooring materials must be cut to the customer’s specific room measurements before fitting.
• Once cut, these goods cannot be returned to the supplier and cannot be resold at full value due to their reduced size and altered condition.
• Where goods have been cut to size, part-fitted, or fully fitted, and the customer subsequently fails to make payment when due, the company will pursue full payment for all materials and all fitting charges, regardless of whether the goods remain in the customer’s property.
• The company will not accept the return of any goods that have been cut to size, altered, or fitted, as their resale value is significantly diminished and they are no longer suitable for restocking.
• If uplifted following non-payment, such goods have no meaningful resale value, and this does not reduce or cancel the customer’s liability for the full invoice amount.

2. Orders & Lead Times

• Delivery and fitting dates for non-stock items are given in good faith but cannot be guaranteed.
• Delays do not entitle the customer to cancel or claim damages.
• Orders for specially obtained goods cannot be cancelled unless agreed by both a Director and the supplier.
• Any agreed changes must be confirmed in writing within seven days.
• Price quotations are valid for the stated period or, if unstated, for 60 days.
• Acceptance of a quotation and/or payment of a deposit constitutes acceptance of these Conditions of Sale.

3. Inspection, Defects & Shortages

• Customers must inspect goods immediately upon delivery or installation.
• Any concerns must be reported in writing within 3 working days.
• The company and/or supplier must be given the opportunity to inspect goods on site before any repair, alteration, or return is undertaken.
• For defects not visible at delivery or installation, customers must notify the company as soon as reasonably practicable and must not alter the goods before inspection.
• Claims for visible manufacturing defects will not be accepted after 3 days.
• The company is not liable for defects arising from misuse, fair wear and tear, or unauthorised repairs.
• The company is not responsible for loss or damage resulting from continued use after a defect becomes apparent.

4. Cancellations & Returns

• Written authorisation from a Director is required for any cancellation or return.
• Approved cancellations are subject to a 20% handling and administration charge.
• Where goods have been correctly ordered to customer specification, cancellation is unlikely to be accepted.

5. Width & Length Tolerances

• All floor coverings are subject to normal manufacturing tolerances.
• Width tolerances comply with BS3655 of plus or minus 1.25%.
• Cut lengths are supplied in 10cm increments.
• If a seam or join is required due to a product arriving at the lower end of its tolerance, and this possibility was noted in the quotation, no complaint will be accepted.
• Handmade rugs may vary slightly in size, colour, and design.

6. Standard Fitting

• Standard fitting includes laminate and vinyl loose lay and gripper installations, excluding full stick down, screw down, or edge sealant work.
• Any additional work or materials required that were not included in the quotation will be charged on site.
• Any changes to site conditions between quotation and fitting are the customer’s responsibility.
• Rooms must be fully cleared before fitting, as detailed in Section 6G.
• Failure to clear rooms before fitting will result in additional charges.

6A. Unforeseen Subfloor Conditions & Installation Limitations

• When existing floor coverings are lifted, hidden or unforeseen subfloor issues may be revealed, including but not limited to rot, damp, uneven surfaces, loose or damaged floorboards, defective screed, structural movement, or the presence of asbestos-containing materials.
• The company is not responsible for such pre-existing conditions and cannot proceed with installation until the issue is resolved to a safe and acceptable standard.
• The customer remains fully liable for payment of all goods ordered, whether or not installation can proceed immediately.
• The company may provide a quotation for additional remedial work where appropriate.
• If the company cannot carry out the remedial work, the customer must arrange repairs at their own cost.
• Installation dates may be delayed as a result of such issues.
• Additional materials or labour required to complete the installation correctly will be chargeable.
• Where the condition of the subfloor prevents installation entirely, the customer is still responsible for the cost of all specially ordered goods and any labour time already committed or lost.

6B. Fitting-Related Limitations, Wall/Skirting Conditions & Door Adjustments

• During fitting, carpets and floor coverings may come into contact with painted walls.
• The company cannot be held responsible for marking or scuffing where paint is easily marked or insufficiently cured.
• Skirting boards must be securely fixed prior to fitting.
• Loose or unsuitable skirting is the customer’s responsibility.
• When doors require trimming to clear a new floor covering, slight paint flaking may occur.
• The company is not responsible for repainting.
• Sealant will only be applied where specifically requested and quoted for.

6C. Access, Pets, Children & On-Site Safety

• The customer must ensure clear, unobstructed access to all areas where work is to be carried out.
• Pets and young children must be kept safely away from the working area at all times.
• If a pet is unfriendly, anxious, or may bite, it must be securely separated from the fitting area.
• The company reserves the right to stop work if a fitter feels unsafe or hindered.
• Any delays, wasted labour time, or additional visits caused by pets, children, or obstructions will be chargeable.
• Obstructions caused by furniture, belongings, or old floor coverings are treated as access issues and may result in delays or additional charges, as detailed in Section 6G.

6D. Delivery Access, Kerbside Limitations & Movement of Goods Indoors

• Customers should ensure the closest possible access to the delivery door.
• Driveways and access routes should be kept clear.
• For product-only deliveries, the company can only guarantee kerbside delivery.
• Assistance through a doorway may be offered as a courtesy but cannot be guaranteed.
• When fitting is taking place, customers must ensure sufficient space to manoeuvre large rolls or pieces of carpet into the installation area.
• Restricted access may result in delays or additional charges.
• Customers must ensure rooms are cleared as per Section 6G to allow safe manoeuvring of materials.

6E. Other Contractors Working On Site

• Where other contractors are working on the property at the same time, the customer must organise the site so that any damage can be clearly attributed to the correct contractor.
• The company does not accept responsibility for damage caused by other contractors.
• The company prefers not to work alongside other trades unless responsibility for any damage can be clearly isolated.
• Delays or hindrance caused by other contractors may result in additional charges.

6F. Laminate & Engineered Wood Flooring – Subfloor Requirements, Acclimatisation & Temperature Conditions

• Laminate flooring requires a flat, level subfloor.
• If the subfloor is below specification, it must be professionally screeded.
• Laminate will follow minor undulations, but this places stress on the joints, which may lead to joint failure over time.
• If the company advises screeding and the customer instructs us to proceed without it, the company cannot guarantee the laminate joints.
• Laminate flooring must be acclimatised for at least 48 hours in the installation room.
• Engineered wood flooring must be acclimatised for at least 4 days.
• It is inadvisable to fit any floor covering in a property where the room temperature is below 18°C, as this may affect performance and guarantees.

6G. Independent Fitters, Customer Responsibilities, Site Preparation & Hidden Services

• The company acts solely as an agent for a small number of self-employed independent floor fitters.
• These fitters are not employees of the company, and all installation work is carried out under their own control and professional responsibility.
• To ensure fitting can proceed safely and efficiently, all areas must be fully cleared of furniture, personal belongings, and old floor coverings before the fitter arrives.
• Rooms must be ready for immediate installation.
• Where a customer requests assistance with moving furniture or removing old flooring, this may be offered at the fitter’s discretion and will incur additional charges.
• If the customer has not cleared the area as required, the fitter may charge for wasted time, charge for additional labour, delay the start of work, or reschedule the installation.
• All such costs are the customer’s responsibility.
• If old floor coverings must be removed by the fitting team, the customer must inform the fitter in advance of any known or suspected concealed pipes, electrical cables, alarm wires, underfloor heating elements, or other hidden services beneath the existing flooring.
• The company and its self-employed fitters cannot be held responsible for damage to concealed pipes, wires, or other hidden services, nor for any consequential loss, disruption, or cost arising from such damage, where the presence of these services was not disclosed or could not reasonably have been identified beforehand.
• The company is not liable for damage to furniture, belongings, or décor where the customer has not removed items prior to fitting.

6H. Payments to Fitters, VAT Status & Workmanship Guarantee

• All payments for fitting services are collected by the company on behalf of the independent fitter carrying out the work.
• The company then passes the appropriate amount on to the fitter.
• Independent fitters engaged by the company are not VAT-registered, and therefore no VAT is charged on their labour element.
• The company guarantees the quality of workmanship carried out by its independent fitters.
• If rectification work is required, the company will arrange and meet the cost of the necessary remedial work.
• The company cannot guarantee that the same independent fitter will carry out any rectification work, as this depends on availability, but all work will be completed to the same professional standard.

7. Service Interruptions

• The company is not liable for interruption of utilities or associated costs caused by unsatisfactory work carried out by third parties.

8. Shading & Fading

• Cut pile carpets and rugs may show shading due to pile direction.
• This is not a manufacturing fault.
• Strong sunlight may cause fading.
• Handmade rugs may show minor variations in colour or design.

8A. Wool Carpet & Rug Shedding

• All wool carpets and rugs will exhibit natural shedding for several weeks or months after installation.
• Wool fibres contain short, loose fibres that gradually work their way to the surface.
• Shedding reduces over time and does not affect performance.
• Synthetic carpets do not shed in the same way because their fibres are continuous filaments.

8B. Batch to Batch Colour Variation (Wool & Synthetic Carpets)

• All carpets may show batch-to-batch colour variation.
• Wool carpets can show greater variation due to natural differences in fleece tone, texture, and dye absorbency.
• Manufacturers adjust dye recipes to match standard shades, but natural fibre variability means slight differences can occur.
• Wool yarn cannot be dipped repeatedly into dye liquor to force a closer match.
• Excessive dyeing weakens the fibre, reducing strength and long-term wear performance.
• Overprocessed batches may be jobbed off into the discount market and may be substandard in durability.
• Synthetic carpets show less variation because their fibres are uniform and dye consistently.
• These variations are not grounds for rejection.

9. Animal & Insect Damage

• Unless specifically stated, no floor covering is guaranteed against damage caused by pets or insects.

10. Stairs

• Stair performance depends heavily on local conditions.
• Customers are advised to purchase extra material for future replacement of high-wear areas.
• High-performance low-crush underlay is recommended for stair nosings.

11. Rugs

• Only suction-type vacuum cleaners should be used on rugs.
• Colours in Persian and Oriental rugs may run if damp.
• Rug underlay is strongly recommended.

11A. Rug Sales, Returns & Home Trial Policy

• All rugs are sold as seen.
• The company will not accept returns where the wrong size, colour, or design has been chosen.
• Returns are only considered where a clear manufacturing fault exists.
• Rugs taken home on approval must be returned in the exact condition they left the store.
• Rugs returned with damage, stains, odours, pet hair, moisture, or deterioration will not be accepted.
• The company reserves the right to refuse any return where misuse is evident.

Customer statutory rights remain unaffected.