Returns & Refunds

Your cancellation rights

The following is only applicable where a contract has been made either:

– over the internet; or

– by telephone

It does NOT apply where a contract is made in a store.

In addition to your normal statutory rights, subject to certain exceptions, see below, as a consumer you also have the right to cancel the contract at any time up to fourteen days after the date your order is delivered to you, or if you have ordered more than one item and they are delivered on different dates, fourteen days after the date of the last delivery of your order. You may use the Cancellation Form which has been provided to you and return it to the relevant store or to Carpetright.

Internet orders – If your order has not been delivered and you wish to cancel it please call our Web Sales Helpline on 0330 333 3444 and we will check whether cancellation is possible.

Telephone orders – If your order was placed over the telephone directly with one of our stores, it has not been delivered and you wish to cancel your order please contact the store who will check the status of your order and confirm if cancellation is possible. Alternatively you may use the Cancellation Form which has been provided to you and deliver it to the relevant store.

Cancellation and return exceptions

Made-to-measure items – Your right to cancel does NOT apply to products that are made to your specifications. This includes all made-to-measure curtains, blinds and accessories. If the goods are excluded from your right to cancel we will find out whether or not they have already been made to your specifications and if not we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund we issue to you to cover the losses we will incur in selling your purchase as a reduced price ready-made product in one of our stores. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.

General – When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered. If not you should not cut into, fit or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Please contact the store from which the goods were ordered or our Web Sales Helpline within 14 days of delivery.

Returns

If you cancel your order and wish to return the products in accordance with your statutory right to cancel, we will arrange collection of the products. There will be a collection charge equal to the delivery charge for the product.

After this statutory fourteen day ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please do not hesitate to seek advice from Trading Standards or other advisory body.

Made-to-measure returns

The only time we can accept a return on a made-to-measure product is if it has arrived damaged, has not been made to your specifications, or has a defect. Upon image confirmation of damage, mistake or defect, we will re-make your product free of charge to the original specifications provided and arrange collection of your unwanted item. Please note, no changes can be made to your original specifications at this stage.

Damaged on arrival – If your product is clearly damaged on arrival, do not open the package straight away. Please take clear images of the damaged box. Then open the box to check if the product is also damaged. If yes, please take a clear image of the damage and send this to our customer service team with your order number, within 14 days of delivery.

Incorrectly made – If the blind or curtain hasn’t arrived to the correct size then please first check the measurements were input correctly on your order form. Please note, selecting recess measurement for blinds will reduce a blinds width by 10mm, and curtain drop measurements have a tolerance of 20mm. If you think the product measurements are incorrect then please take a clear image of the incorrect measurement with a tape measure in shot against the product. We require a full image of the product and tape measure. Send this to our customer service team with your order number, within 14 days of delivery.

Defect – If your product has a defect then please take a clear image and send to our customer service team within 14 days of delivery.

Refunds

When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded. If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you return your item directly to one of our stores, please make sure you take with you the card that you used to make the purchase. Refunds can take up to 14 days to process.