Terms & Conditions

Please Note: ALL goods must be paid for IN FULL before the day of fitting / delivery, to avoid any delays please call us on 01303 253399 (option 1 - Sales) to pay for your order BEFORE the fitting / delivery day. We CANNOT accept Cash on delivery or Cheque payments on the day.

Our Terms and Conditions will be emailed to your provided email address as part of your order confirmation. Please see the main points below as well as the full terms underneath:

All prices are inclusive of VAT
A signature is required at point of delivery which is to kerbside only.
All products must be fitted to the relevant British standard by a competent floor layer.
You may be ordering a bespoke cut product that will incur a re-stocking fee if returned.
Returns are at your own cost unless the goods are deemed to be faulty.

In addition to these terms, by using our website you are agreeing that you understand and accept our Privacy Policy.

In order to place your order on our website the full payment must be made. Once payment information and order details have been received we will confirm that your order has been placed and will then process your order, you will then receive an email from us to this effect. Acceptance of your order and the completion of the contract between us (Remland Carpets Online Ltd) and you (the customer) will take place once the goods have been paid for in full and dispatched by us. Any email, order confirmation or other electronic acknowledgement by us of receipt of an order or payment does not constitute our acceptance of your order. In the event that there are any errors regarding price or description, we reserve the right to notify you as soon as possible and give you the option to proceed with this revised order at the correct price/description or to cancel the order. In these circumstances, upon cancellation, your payment method will be refunded in full.

Price & Payment: Prices quoted on the website are inclusive of VAT at the current rate but may be subject to a delivery charge depending on your location (this will be clear at the checkout page). Quoted prices do not form part of a legally binding contract until our acceptance of your order.

Cancellation & Returns: PLEASE NOTE - if you are ordering a carpet, vinyl, Flotex, entrance matting or any other flooring cut from a roll these items are classed as a bespoke order item and are cut specifically to your specification and this makes cancellations and returns difficult.

If for some reason you wish to cancel your order before dispatch takes place please let us know as soon as possible. If the goods have not already been cut to your size we will cancel your order and refund full payment via your original payment method.

If the goods have already been cut we may still be able to cancel the dispatch of your goods. However, you will still have incurred a re-stocking fee to cover the costs associated with a bespoke order. This re-stocking fee will be at least 25% of the purchase price of the goods. The balance minus the re-stocking fee will be refunded to you via your original payment method.

If you decide to return your goods to us for any reason other than the fact that the goods are faulty you will be responsible for the return shipping costs. Returns must be made within 28 days from the day of delivery. You can arrange the return or we can do it for you - please note return deliveries are considerably more expensive than the original delivery cost as it is a 'one off' collection rather than the courier picking up many items from our warehouse at one time. If you would like us to arrange the return for you we can obtain a quotation from our couriers, this will be subject to your approval.

We regret that we cannot accept returns once the item has been cut into or used in any other way, any returned goods must be received by us in the original condition before any refunds are processed.

Stop! Are you certain that the goods supplied are the correct size and colour and with no visible defects? After 28 days, or once you cut into the flooring or have it fitted, no claims can be considered. If an item is faulty we will ask for a few pictures to be emailed to identify the problem. Faulty goods will be collected free of charge and replacement items then sent as long as they have not been cut in to or used in any other way.

Substitute Goods: If the product you order becomes unavailable for any reason we will contact you at the earliest opportunity to offer you an alternative product for your approval or offer you a full refund.

Shading and flattening of carpets: In common with all pile fabrics, carpets may shade and show pile reversal. This occurs when the pile is brushed or lies in different directions and therefore reflects light differently. The extent to which your carpet will show the effects of shading depends upon its construction, design and use. Some carpets, such as Saxony, will probably show your footprints and this is a shading effect. This is not a manufacturing defect and will not affect the wear life of your carpet. Carpets will also flatten with time, particularly in high wear areas such as main walkways, stairs and in front of sofas, etc. This is not a manufacturing defect.

Size Tolerances: All sizes (width and length) have cutting and manufacturing tolerances of plus or minus 1.25% - this is an industry standard and you must take this into account when ordering.

Colour: A great deal of effort has been made to ensure the colours of flooring shown in photography on this site are as accurate as possible. However, colours may appear slightly different from monitor to monitor. We therefore strongly recommend that you take advantage of our free sampling service.

Dye batches can also vary and therefore it may be possible that your flooring varies slightly from the sample in either colour or texture or both.

If you order material from different widths they will come from different batches and will not shade match - please ask us for advice if you require different widths for the same or adjoining rooms.

Dispatch & Delivery: Many of our ranges are held in stock for immediate dispatch from our warehouse, others are dispatched directly to you by the flooring manufacturers. Delivery times will therefore vary depending on the goods you order, the quantity and the availability. Please note that we will contact you with a timescale once we have received your order.

Our chosen carriers are national companies and are generally reliable. However it is possible for deliveries to be delayed for any number of reasons and we would not recommend that a fitter is booked until the flooring arrives with you and you are fully satisfied with the goods. Delivery is made to kerbside - this means that you are responsible to take the items from the vehicle that is delivering them. Whilst most drivers are happy to help they are not contracted to do so.

Packaging: Where possible we aim to use recycled packaging for our deliveries, this has drastically reduced the amount of plastic and cardboard that we send to landfill sites. We hope that you understand that whilst the packaging may not appear brand new the goods inside are unaffected and you have helped us make a positive change to the environment. Please try to recycle the packaging where possible.

Delivery Charges: Some orders will qualify for free delivery - otherwise a standard delivery charge applies to all orders placed through our website. Some areas of the UK incur a supplementary delivery charge. This charge will be applied to the whole order, regardless of size and other delivery promotions, and will be calculated and applied to orders at checkout. These areas include: Northern Ireland, Isle of Wight, Isle of Islay, Orkney, Shetland, Hebrides, Isle of Man, Guernsey and Jersey.

We are able to ship overseas, please contact with your requirements via email to help@remlandcarpets.co.uk and we will obtain a quotation for you.

Delivery of your goods: If your goods are damaged in any way (including the outer packaging) at the point of delivery please ensure you sign for it as 'DAMAGED' and inform us within 48 hours of receiving the items. We will only be able to replace the goods if they are signed for as damaged on the driver's delivery note and reported within this timeframe. If someone else is taking the delivery of your goods they must also be made aware of this.

We cannot accept any claims for consequential loss for late delivery, damaged or faulty goods or errors or emissions.

Please advise us via email straight away if you have any problems at all with your delivery. If you have not received your delivery after 4 days please contact us at help@remlandcarpets.co.uk quoting your order number.

These conditions do not affect your statutory rights.