Terms and Conditions

You are responsible
for all measurements you give us, except where Stellar Carpet and Flooring have
completed a home visit and surveyed the relevant parts of the property and supplied or confirmed measurements.
This order is a legally binding contract even if you have only paid a deposit. Cancellation of an order is not normally accepted unless we are in breach of a contract, in
which case you have the right to cancel. The processing of your order begins as soon as it is entered into our computer and we incur increasing costs as your order progresses, therefore we may make a charge to cover some or all of the costs and other losses we incur if you breach the ontract. Where no deposit has been left following a store visit, or if an order has been placed during a
home visit, the customer has the right to cancel their order for a period of 14 days from the order date. Stellar Carpet and Flooring reserves the right to release the customers order to the manufacturer only upon expiry date of the 14 day period.
If a refund becomes necessary, it will be names to the person named on the sales confirmation or invoice, but credit/debit card refunds can only be made to the card used at the time of purchase. Please check that the goods you received are the ones you ordered. Check they are the right colour, size, and options selected, and that they are examined for any faults
or damage at the time of delivery and before installation. If on inspection you have any doubts please contact the store immediately. In all cases genuine complaints will be dealt with in good faith, but your rights may be adversely
affected if you do not contact us as soon as possible. All delivery and fitting dates are estimates and are given in good faith. Exact arrival and
completion times cannot be guaranteed due to the nature of the work.
For a perfect finish our products require a smooth, level, dry, clean and sound foundation. Sometimes it isn’t always possible to inspect what lies beneath an existing floor, or at least sufficiently to diagnose where remedial works need to be undertaken. If we are arranging the installation of your flooring, our fitting partner may advise that some remedial work is to be undertaken. Uneven
floorboards and surfaces, if left uncorrected by the customer, can affect the
appearance of your new flooring by being seen through to the surface.
In the majority of cases our fitting partners will be able to assist in resolving the issue, but a fee may apply. It may, on the rare occasion, be necessary to involve the services of a specialist contractor. For smooth floors, imperfections to the subfloor will show through to the surface leaving different reflections along your floor. Fitting is chargeable. Where carpets are to be fitted in the hall and stairs an additional
fee may be made to reflect the additional fitting work involved in these areas. These charges may be payable to the company or the contractor and are shown on your sales confirmation or invoice. The fees quoted are for the goods shown on your order only. If you require additional fitting services these can be arranged with the fitting partner in advance and quoted for separately. Please discuss these with the store staff prior to the fitting appointment E.g. Door easing, whipping (the process of stitching the edges of the carpet with a yarn edging to prevent these from fraying), waste removal and uplift.
Fitters undertake to
carry out their work with reasonable skill and care, but on rare occasions home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper are extremely vulnerable and should be allowed to dry fully. A minimum of 72 hours is recommended and when high gloss paint has been used
please allow 5 days. Neither we nor any fitting partner undertakes to carry out any redecoration, except where damage has been caused by that person’s negligence.
Doors may need to be trimmed to allow sufficient clearance. This is not considered to be part of the fitting work unless this was specifically agreed in advance. Fitters may need to remove doors to facilitate fitting and where necessary, leave them ready for you or your carpenter to carry out the trimming and rehanging at a later date. Some doors, such as fire doors, may not be suitable for modification or need to be carried out by a door easing specialist. The samples we display in our stores are intended to give a general impression of the colour and pattern of the carpet. When fitted in a larger area some patterns and
seemingly 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 cannot be guaranteed. All carpets are cut at 10cm intervals with a minimum
order length of 1 metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. If your room is close to the nominal width of the carpet, please allow for extra in case a
joint is required. During transportation and storage, the pile may become flattened slightly and this will show as shaded bands across the pile. These will disappear as the carpet settles in to its new environment and the pile is
flexed through regular use and vacuum cleaning. If the lines do not disappear within a three-week period, please contact the store.
Carpet is a soft, luxurious product and flattening of the pile will occur. Flattening will change the apparent colour of the carpet shading and may be permanent (“pile reversal”) and may appear to be random but this is not a fault. Areas where
foot traffic twist and turns is especially prone to such changes in appearance. High traffic areas such as in front of chairs, beside the bed and in doorways are relevant examples of where the deterioration of colour may occur. if requested to do so, the fitter can flatten the pins. However,
this will affect whether or not the gripper can be re-used. We recommend the use of vacuum cleaners with rotating brushes on cut pile carpets and suction
only for loop pile carpets.
We are responsible for ensuring that the goods
we supply are of satisfactory quality, conform to the sample and are fit for the purpose for which they are sold. Certain products have additional guarantees provided by us or the manufacturer. Where they are provided by the manufacturer, we accept no responsibility for these additional warranties or guarantees. All manufacturers’
wear guarantees do not relate to the appearance of the product but are specifically in relation to being “threadbare”. The appearance of your flooring may deteriorate or vary depending upon your usage, demands and aftercare.