Terms & Conditions
In-store sales 

Terms & Conditions
In-store sales

Karpet & Furniture Kingdom Conditions of sale

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By placing any orders, you agree to be legally bound by these terms and conditions. You should not proceed with your purchase until you have read and agreed to these terms and conditions.

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How to contact us

Call us
01502 516781
Monday to Saturday: 8.45am - 5.30pm & Sunday:10am - 4pm (Bank holidays and Christmas period may vary)

Email
Sales queries - sales@karpetkingdom.co.uk
Online support - support@karpetkingdom.co.uk

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How we may contact you

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your Order.

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Payment

Upon placement of an order, you will be required to pay the full amount or use one of our finance options. Any balances due on your order are required to be paid 3 working days prior of delivery / fitting / completion of your order. Delay in payment may result in your products not being ordered and/or your delivery / fitting date being cancelled. All goods remain the property of the Company until payment has been made by the customer and cleared in full.

If you choose to pay by interest free credit your deposit is due directly to us on placing your order. Your finance payments commence once you have entered into your credit agreement after delivery, which you pay directly to V12 as per your finance terms and conditions.

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Finance

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Karpet Kingdom Limited is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our FCA registration number is 711248. Karpet Kingdom offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

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0% APR interest free credit - subject to application & status. Minimum spend applies. Ask in store for more details. Applicable to supply only orders. You will be supplied with separate terms and conditions for finance products. Finance options need to be completed at time of purchase and cannot be added on later.

Finance product/s are from V12 Retail Finance, 25-26 Neptune Court,Vanguard Way,Cardiff, CF24 5PJ Telephone: 02920 468 900 Email: customerservices@v12finance.com

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Clearpay

Clearpay is offered in store only. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. Ensure you can make repayments on time. You must be 18+ and a permanent UK resident (excl Channel Islands). Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £24 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and your details may be passed onto a debt collection agency working on Clearpay's behalf. Clearpay is credit that is not regulated by the Financial Conduct Authority. T&Cs and other eligibility criteria apply at clearpay.co.uk/terms​

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Warranties

Any warranties applied to Goods provided by the Company are given by the manufacturer and will be subject to any terms and condition specified by that manufacture.

It is the customer responsibility to register (when applicable) any warranties directly with the manufacture. Please ask for details when ordering.

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Flooring Terms & Conditions

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Sub-Floor Condition

Unless specified on your order confirmation, all sub-floor surfaces are your responsibility. We recommend your sub floor to be completely smooth before laying your flooring. We cannot accept any responsibility for the finished appearance of your new flooring where it has been laid over an uneven or sub-standard sub-floor not completed by us.

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Sizes

All Sizes are approximate and subject to a tolerance of + or – 1.25% in accordance with ‘’Clause 3 od B.S 3655-1974’’. Please remember to measure all staircases, hallways and door frames when suppling your own measurements.

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Installation

Flooring installation is offered by professional trusted sub-contractors. Flooring installation by the company has a 1-year warranty period. The company warranty will not apply when unsuitable product has been selected by customer for an unsuitable area, wilfully damaged, negligence, misused, abnormal condition, alteration, wear and tear or acts of God. Please ask for more details.

Unless specified on your order confirmation, the company is not responsible for uplifting or disposal of your existing flooring and rooms should be emptied by the customer before fitting. This also applies to any furniture in room/s; the customer is responsible for the room being empty and re-sitting of furniture at the start/end of installation. If you require this service please ask for more details.

Door trimming or adjustments to doors after fitting is not included.

Whilst the Company will make every reasonable effort to clear and tidy away after completion, hoovering/cleaning of the area is not included as a service.

You may be left with waste/offcuts which naturally occur with carpet fitting. It is your responsibility to dispose of these and/or use as you wish. We do offer a carpet binding service which is an effective was to create rugs or runners with your waste, please ask in store for costs.

We assume area for work is free of asbestos materials, however, where the presence of asbestos is suspected or where some doubt exists then any materials found will be presumed as containing asbestos, will be the responsibility of the customer to ascertain if asbestos is present and have it removed and made safe for our staff, before work can continue.

LVT (Luxury Vinyl Tile)

LVT flooring can only be laid at room temperate between 18-25°C. Safety flooring can only be laid at ambience room temperature at 14°C or above. Heating to the work areas is the customers responsibility.

LVT flooring- Underfloor heating must be switched off 48 hours before, during, and 48 hours after the installation, then temperature gradually increased (typically 3°C/hr) to desired warmth. It is the customer responsibility to consult the manufacturers of the underfloor heating to make sure system is compatible with the LVT.

New builds

If your sub-floor has been completed by others, we may need to test the sub-floor to ensure relative humidity reading of 75% or below before we can lay flooring. Where we are under pressure by the customer and/or principal contractor to lay floors without any humidity testing or with a high reading and no remedial work, the customer must accept liability for any future problems.

Carpet, Flattening, Shading & Pile Reversal

Shading occurs because the pile of the carpet has become crushed, flattened or brushed in a different direction to the natural line of the pile when in its final fitted area during normal wear & traffic. This cannot be prevented, and is not connected to the quality of the flooring, and therefore not considered a manufacturing fault. Complaints caused by this phenomenon will not be accepted.

Please refer to our care guides and the care guides provided by the manufacturer for the best ways to keep your flooring looking like new.

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Colour Matching

Carpets & Flooring are produced in batches. Please be aware there may be a colour tolerance from previous order/future orders. Also flooring which is laid with the pile travelling in difference directions, even though from the same batch will not appear to match. Please check Pile direction if a join is required.

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DIY Fitting, Joins & Pattern Repeats

We cannot take responsibility for sizes errors / joining patterns when fitting yourself. Once flooring has been cut into it cannot be returned if an error is made.

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Sofas, Furniture & Bed (not limited to) Terms & Conditions Product Specifications

The majority of our products are sold fully assembled, however on occasions certain pieces will need assembly. Assembly is not included unless you have organised this directly with us (fees will apply).

We endeavour to display the colours of our products as accurately as possible, however we cannot guarantee complete accuracy. In addition, we cannot guarantee exact colour matching of products ordered at different times.

The specifications of each product are given in as much detail as possible. You are responsible for determining that any order of goods will meet with your requirements and that the fabrics/materials used in production are fit for your purposes.

Please remember to measure all staircases, hallways and door frames, in addition to the place where you would like to place the furniture, so that you are able to move the item into your home safely and comfortably and fits in the desired area/s.

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Fabric

Covers can be damaged by hard clothing fabrics like denim and light colours may be susceptible to dye transfer from clothing and appear worn quicker. Removable, washable covers are practical but the look of the sofa will never be as smart as a fixed tailored suite. Long pile fabrics such as Chenille, Velvet and Draylon are hard wearing but can develop shading and crushed areas as part of their natural characteristics. Silks and delicate fabrics can crease.

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Leather

Leather is a natural product with natural characteristics and no two pieces are exactly the same. Your furniture may display brands, scars or creases which are a sign of true authenticity and have no bearing on the quality or durability of the item. Every hide is different and will wear differently over time. Some will develop a patina especially in areas that are most in contact with human skin.

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Cabinet Furniture

Real wood products are characterised by imperfections and shade variations. Each piece is unique and continues to evolve and mature with age, affected by its surroundings and external factors such as temperature and humidity. Marble, travertine, stone and granite may all present variations and unique colourings developed during its evolution. Please refer to the care guides provided by the manufacturer for the best ways to keep your furniture looking like new. All sizes are approximate.

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Delivery terms & conditions

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Delivery by our delivery service

We hold direct stock of some goods which means your item will be delivered within 14 days.

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Please be aware that items, such as sofas & beds (not limited to), are made to order* and can have up to 20-week delivery time (approximate). For more details, please contact us. We will endeavour to fulfil your order as soon as your item has been delivered to ourselves.

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Due to reasons out of our control we cannot accept liability for any direct or indirect loss as a result of delays in the manufacturing process. We will endeavour to keep you updated at all times if an order is unreasonably delayed.

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On your chosen delivery date delivery we cannot guarantee AM or PM slots. Please bear in mind timings may be subject to change due to circumstances outside the drivers control such as extreme weather conditions or excessive traffic. However, it is essential that someone is available to receive the delivery at any time, as if you miss the delivery, you will be charged the cost incurred.

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We will place you item in your room of choice and set up your products when applicable. When you receive your goods, please remember to keep the packaging until you are 100% satisfied with your order. In the unlikely event that your need to return the item we can only accept in its original packaging. This is really important, as each piece of furniture or flooring needs the same amount of protection returning to our warehouse as it does on the delivery to our customer.

Please be advised that whilst every care will be taken by the delivery drivers, we cannot be held responsible for any damage that occurs to your property or possession whilst delivery is in progress. Please therefore take care to cover any carpets or furniture and remove pictures and valuables from the delivery area.

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It is the responsibility of the customer to ensure adequate access at the point of delivery and that the item is fit for the purpose it is intended for prior to purchase. If for any reason the item cannot be delivered due to access problems or missed appointments the item will remain the property of the customer. Any further attempts to deliver will incur an additional delivery charge.

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For the safety and effective delivery adequate lighting and electricity, to be supplied by the customer.

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Please keep pets secure at time of delivery.

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For Flooring once you have received your delivery, please check you are 100% satisfied with the flooring before you or your fitter cuts into the flooring. Once you have cut into the flooring is cannot be return unless in accordance with your legal rights e.g., if confirmed as defective by us.

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We do not undertake to store your furniture or flooring for an unlimited time from delivery to us. Should you be unable to take delivery for reasons out of your control, we will store your goods, at your risk for a reasonable period of time (likely to be weeks not months). Thereafter storage charges may be imposed.

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For deliveries using our 3rd party carrier (UK MAINLAND - Generally outside 25 miles of store):

In addition to information in Delivery by our delivery service, the following will also apply.

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Smaller deliveries are made by a 1 man delivery service to your door only. If you live in a block of flat (or similar) please be aware delivery will only be attempted if suitable access to property e.g. lift or suitable alternative method. Should you not be available at the time of attempted delivery you will be left a card and details so that you can contact the carriers and arrange redelivery for yourself. If you do not contact the carrier within the time stated on the 'missed delivery card' the furniture/flooring will be returned to us. In this instance return charges will apply.

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In the event that you may choose to have your goods delivered to your own 3rd party – we will not accept any responsibility or liability for any damage to your goods. The forwarding delivery is at the risk of the customer when using your own 3rd party or carrier.

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Please be aware we cannot specify a time or day, but we can make additional delivery notes (e.g. open 9am -3pm), but cannot guarantee any delivery instruction are fulfilled as the 3rd party couriers are not in our control.

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Cancellations & Returns

Cancellation cannot be accepted once the flooring has been processed and cut by us. Order from stock are cut next working day. Special Order bespoke flooring is subject to each manufacture. Please contact your sales advisor for more information.

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If you decide to cancel your order once cut by us or a special order/bespoke order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We'll therefore reserve the right to charge a cancellation fee of 25% of the order value.

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Flooring that has been cut in to by yourself or your own fitter will be then exempt from return (please roll out and check before making an cuts).

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Once opened mattresses, toppers, divan sets, pillows, sofa beds and bedding are exempt from return for hygiene reasons. Therefore they cannot be returned for any reason other than because they are not as described.

If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. Alternatively, we will collect the goods and charge you the direct cost of collection. The product must be in its delivered form and must not have been tampered with in any way. You are advised to where ever possible use the original packaging to protect the product on its return journey, unless assembled by our own delivery team.

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The product will be inspected on return to ensure that the product has not been tampered with and is complete. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods. Should it be determined that the item has been handled more than they would have been in a shop an amount may be deducted from the refund.

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Purchases made in-store

a) Where you have inspected the Product prior to purchase, knew the item was faulty at time of purchase (also known as sold as seen), changed your mind or no longer want an item (eg wrong size or colour), you damaged an item by trying to repair it yourself or by someone else, are exempt from return and refund. Please see bespoke order charges in cancellation section.

b) If your goods are faulty on delivery which were not inspected in store fall under Consumer Rights 2015. Please see Your consumer rights for Faulty Items.

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For telephone and online sale

Distance selling regulations & Consumer Rights 2015 allow the consumer 14 days to report a fault or where the customer have not seen them in a store prior to purchase, then you are entitled to change your mind and cancel your Contract up to 14 days after delivery. However the longer the item is within the home the more onus there will be on the consumer to prove that the fault was there on delivery. Return costs are customer responsibility or uplift and collection charge by karpet kingdom can be arranged (this will vary with each order according to size of your product).

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Your consumer rights for Faulty Items

In the unlikely event you receive a faulty or damaged item please call us immediately.

a) Up to 30 days after delivery.
If a fault is reported we are will offer a repair or replacement. Many faults are required to be reported back to the manufacture, where we are bound by their lead times for customer service. Please see our complaints process for more information. If a repair or replacement is not possible, you may be offered the item at a reduced rate or the item must be returned to Karpet Kingdom and a full refund will be given.

b) 30 days right to reject.
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you buy your product.

c) After 30 days upto 6 months after delivery.
After 30 days we will inspect and repair the Product first, or offer you a replacement. Many faults are required to be reported back to the manufacture, where we are bound by their lead times for customer service. Please see our complaints process for more information. If a repair or replacement is not possible, you may be offered to keep the item at a reduced rate or full refund.

d) Fault after 6 months from the date of delivery
You will have to provide evidence that the Product is faulty rather than damage being due to reasonable wear and tear. We will also offer inspection where we report back to the manufacture to log the issue, where we are bound by their lead times for customer service. If the fault is deemed to be misuse of product and/or no manufacture fault by the manufacture, this will be the end of the matter. However, we may still be able to help you but will have to charge you for the cost of repairs depending on the extent of the damage and if the manufacture has repair options eg new handsets.

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Cancellation by us

We reserve the right not to accept any order request if:

-We have insufficient stock to deliver the goods you have ordered.
-We do not deliver to your area.
-One or more of the goods ordered was incorrectly described or priced.
-The payment transaction is not authorised.

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If we do cancel your contract, we will notify you by telephone, email and/or post and will refund to you any sum paid by you to us in respect of the contract as soon as possible and in any event within 14 days of the cancellation of your order. We will not be obliged to offer any additional compensation for disappointment suffered..

Refunds

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Where a refund is to be paid, we will refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any case within 14 days of the day we receive the returned goods.

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Definitions

‘’Company’’ ‘’Us’’ The company or us means Karpet Kingdom ltd.

"Customer" ‘’You’’ means the consumer who buys or agrees to buy goods and is named on the invoice.

"Goods" means all products listed on the order

"Order Confirmation’’ the order is meant as the contract of sale entered in to by the Customer and the Company

UPDATED SEPT 2024 HC - CR V12