Standard Term's & Conditions

Before Ordering

Before ordering carpets you should read the manufacturers guidelines that are printed on the reverse of the sample.

Where these guidelines are not apparent you should check suitability of the carpet with our sales staff.

All in store pricing will show the price per metre of the flooring.  Prices do not include fitting and accessories.


Ordering & Payments

All payments for flooring or other products should be made at the point of ordering.  Goods will not be ordered unless full payment is received.

The following payment methods are acceptable: Cash, BACS & Card Payment.

We are unable to accept cheque payments.

Once goods are ordered with our suppliers we are unable to change any details.  At the point of being handed your receipt, it is your responsibility to check the details. This is likely to be the last opportunity you have to change anything.

Where customers own measurements are incorrect City Carpets (Durham) Ltd accepts no responsibility for the outcome of any shortfall in flooring coverage or additional fitting charges that may occur as a result.



The samples provided to you are intended to give a general impression of the colour and pattern. When fitted to a larger area some patterns and apparently random blends of yarn can have an inherent striped effect, or additional patterns and colours which may not be obvious from the sample. Colours vary from batch to batch and exact matching between separate pieces (especially 4m and 5m rolls) cannot be guaranteed.

All carpets are cut at 10cm intervals with a minimum order length of 150cm. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with BS3655.

During transportation and storage, pile may become slightly crushed and this will show as shaded bands across the pile. These will usually disappear as the carpet settles in to its new environment and as the pile is flexed through regular use and vacuum cleaning.  ‘Pole’ or pressure marks can usually be removed by regular vacuuming in the first few weeks and are not considered a manufacturing fault.

When delivered the backing of your carpet may differ to the backing displayed on store carpet samples.  This is often the case where sample backings are constructed from true hessian.

Carpets and rugs are soft, luxurious products and flattening of the pile will occur as a natural result of use. Flattening will change the apparent colour of the carpet (“shading”), may be permanent (“pile reversal”), and this may appear to be random, but this is not a fault. Areas where foot traffic twists and turns are especially prone to such changes in appearance. The sides of the pile appear a slightly different shade in colour to the ends and so any change in angle or direction of the pile may change the apparent colour of the carpet and this may be patchy. Such changes do not alter the durability of the carpet. 

Carpets delivered on separate dates will not ‘colour match’, unless specifically arranged with the store.  Where replacements are required due to (but not limited to) manufacturing defects, we will request 'colour matched' stock, but cannot guarantee it due to availability.

All carpets benefit from the use of a good quality underlay. Re-using existing underlay may result in abnormal flattening of the pile.

We recommend the use of vacuum cleaners with rotating brushes on cut pile carpets but suction-only for loop pile carpets, unless specified by the manufacturer.

We recommend that all carpets and rugs are professionally cleaned periodically. The frequency will depend on the level of soiling, but should be done before soiling becomes persistent.

Spillages should be blotted up immediately. A proprietary carpet shampoo may be used for spot cleaning in accordance with the shampoo manufacturer’s instructions, but this should be tested before use in an inconspicuous area to ensure it will not harm the pile. Care should be taken not to scrub or agitate the pile which could cause it to lighten in colour. If in doubt, consult a professional cleaning company. Always check with the manufacturer first before taking remedial action.

Where manufacturers provide a Stain or Wear Warranty it is your responsibility to request and understand details of the Warranty.  If asked, we will provide you with either a related leaflet or direct you to the manufacturer’s website. 

Joined areas will not be covered by a manufacturer’s warranty and we can provide no assurances towards the appearance nor performance of the join when this type of work takes place.  It is not unusual for joins to be visible. They should be avoided in areas of high traffic, if possible.

It is standard for us to utilise different widths when planning different areas within the home. 

Vinyl Flooring

Vinyl floorcoverings should not be laid on top of existing vinyl flooring or tiles.  Where customers request that this is done, it is at their own risk.

Areas over 15 square metres should be fully stuck down using a suitable adhesive. All vinyl is cut at 10cm intervals with a minimum order length of 100cm. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with BS3655. If your room is close to the nominal width of the vinyl please allow extra material.

We do not supply sheet vinyl flooring as a 'waterproof' solution and it should not be considered in this way.

Laminate Flooring

Laminate flooring will be affected by moisture. Follow the suppliers fitting and maintenance instructions carefully to prevent swelling of the joints or other moisture-related problems.  Most manufacturers do not recommend use within kitchens and bathrooms and in most cases this invalidates any Warranty provided.

It is usual when estimating stock requirements for laminate flooring to include a ‘waste allowance’ that factors in partial planks that cannot be re-used within the job.  Where excess packs or planks remain at the end of a job, they cannot be returned.


Rug sizes are approximate and label/brochure sizes should be used as a guide. Rugs are special orders from our suppliers, so can not be returned in the event of incorrect sizes or changing your mind. Brochure orders are at customer's own risk.


City Carpets (Durham) Ltd does not provide a delivery service.

Where customers do not request a fitting service to be arranged, all goods must be collected within 5 days, otherwise storage will be charged and the item may eventually be sold. 



You are entering into a contract for supply of goods from City Carpets (Durham) Ltd only, which does not include a fitting service.

All customers are free to arrange collection and fitting themselves, should they wish.

In the event that customers are unable to do this and require support, as a gesture of goodwill, City Carpets (Durham) Ltd can arrange a fitting appointment with an independent, fitting service provider that we believe will provide a quality and reliable service.

All fitting is carried out by independent contractors and your agreement for services is with them.

Where an appointment is made on your behalf, City Carpets (Durham) Ltd provides no guarantees or warranties towards the standard of the work carried out. 

Where an appointment is made on your behalf, we can provide no assurances towards the exact timing of the fitting service provider’s arrival, nor the duration of the work.

Should you require any form of documentation relating to the fitting or service provider, it is your responsibility to ask.

All rooms should be emptied of furniture, flooring and accessories that are to be replaced, before fitting.  Customers should ensure routes to rooms that are to be fitted, are clear of furniture and fragile decorations. It is the responsibility of the customer to protect the access route from damage, if they feel it is necessary.  

An additional charge may be incurred where this is not done, or fitting may be rescheduled.

Poor access to your property or rooms may require the carpet to be removed from the internal pole and kinked around tight corners, which may result in a slight creasing of the carpet.  Usually, this is non-permanent, however in the event that it is, both City Carpets (Durham) Ltd and your fitting service provider accept no liability towards this outcome.  This also applies where damage to woodwork, furniture, paintwork or décor occurs. With regards to walls, we recommend that decoration occurs after the carpet is laid.

Gripper pins can be felt through a carpet close to skirting boards and stair risers, etc. This is normal, and often a result of lower quality or thinner carpets.  As part of the fitting process and, if requested to do so, the fitter can flatten the pins. This will affect whether or not the gripper can be re-used and may negatively affect the fitting carried out, which we accept no responsibility for. 

You should carefully inspect the fitted carpet with the fitting service provider on completion of the work. Faults should be reported within 72 hours. Claims for soiling and spillages will not be considered where the carpet was not inspected at the time of fitting.   

In some cases, door clearance may be affected as a result of fitting new carpet and underlay.  It is your responsibility to check this before fitting and we are happy to provide temporary samples in order to do so.

Depending on timescales and circumstances, revisits may incur a charge.

In the event of dissatisfaction towards the outcome of the fitting service, any issues should be reported directly to the fitting service provider.  As a guide, a fitting guarantee of 6 months can be assumed.

City Carpets (Durham) Ltd accepts no responsibility where damage to property or items within the home occurs during the fitting service.  Customers should communicate directly with the fitting service provider when matters such as this occur. They should be reported immediately, on completion of the job.

Should you require a receipt or contact details of the fitting service provider, you are entitled to request them.

In the event of an agreed manufacturing fault and a requirement to supply a replacement carpet, fitting charges will not be refunded unless they can be recovered from the supplier.

In order to maintain low prices, fitting charges do not include removal of packaging, poles and off-cuts from new flooring.  Your fitting service provider will be happy to bag or wrap these items and place them outside your property should you wish.

Additional costs relating to the fitting service are as follows:

Our uplift and disposal service is provided by an external provider, so please request a quote, if required.