Terms and Conditions

1. About These Terms

These Terms and Conditions ("Terms") govern your use of the London Carpets website and any bespoke carpet commission you place with us. Please read them carefully before engaging our services. By submitting an enquiry or entering into a commission with us, you agree to be bound by these Terms.

These Terms do not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Our Services

London Carpets provides a fully bespoke carpet design and production service for residential and commercial clients across the whole of the United Kingdom. Each carpet is manufactured entirely to the individual client's specification.

We also operate an online shop for ready-made luxury carpets. Purchases made through that shop are governed exclusively by the terms and conditions published on that site at the time of purchase.

3. How a Bespoke Contract Is Formed

A legally binding contract between you and us for a bespoke commission is formed only when both of the following have occurred:

• We have issued you with a written order confirmation setting out the agreed specification, price and payment terms; and
• You have signed and returned the order confirmation and paid the required deposit.

An enquiry, a quotation or a design proposal does not constitute a binding offer or contract.

4. Bespoke Goods and the Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers ordinarily have a 14-day right to cancel a distance contract. However, this right does not apply to goods that are made to a consumer's specifications or are clearly personalised (Regulation 28(1)(b)).

Because all carpets produced by London Carpets are manufactured entirely to your unique specification, once production has commenced, you do not have the right to cancel your order and the full order value remains payable. We will always make this clear to you in writing before taking your deposit and commencing production.

5. Deposits and Payment

• A non-refundable deposit of up to 50% of the agreed order value is required to commence design work and production. The exact deposit amount will be stated in your written quotation.
• The balance of the agreed price is due in full prior to delivery, unless otherwise agreed in writing.
• All prices are stated in pounds sterling (GBP) and are exclusive of VAT at the prevailing UK rate, unless otherwise stated.
• If we require any additional materials or services beyond the original agreed specification, we will notify you in writing and agree the additional cost before proceeding.

6. Quotations and Pricing

Written quotations are valid for 30 days from the date of issue. We reserve the right to revise a quoted price if the cost of raw materials changes materially between quotation and commencement of production. If this occurs, we will notify you promptly and give you the opportunity to withdraw from the commission before production begins. Any deposit paid prior to production commencing will be refunded in full in such circumstances.

7. Specification and Client Responsibilities

You are solely responsible for the accuracy and completeness of all measurements, dimensions, specifications and other information you provide to us. We will produce your carpet to the specification you have approved in writing. We accept no liability for any errors, losses, additional costs or unsatisfactory results arising from inaccuracies in the information you have supplied.

Any changes to the agreed specification after the order confirmation has been signed may incur additional charges and may extend the production lead time. All specification changes must be agreed in writing before we can act on them.

8. Lead Times and Delivery

Production and delivery timescales are good-faith estimates provided at the time of quotation. They are not guaranteed delivery dates and do not form part of the contract. We are not liable for delays caused by circumstances beyond our reasonable control, including but not limited to supply chain disruptions, acts of God, extreme weather, industrial action or transport delays. We will notify you promptly of any significant delay and work with you to minimise its impact.

9. Quality, Defects and Your Statutory Rights

We take pride in the quality of every commission. All goods we supply must conform to the agreed specification and be of satisfactory quality. If your carpet does not meet these requirements due to a manufacturing defect, you have rights under the Consumer Rights Act 2015.

• Please notify us in writing within 14 days of delivery at complaints@londoncarpets.com, providing photographs where possible.
• We will investigate the matter promptly. If a genuine manufacturing defect is confirmed, we will at our discretion repair or replace the affected goods.
• Within the first 30 days of delivery, if the goods are found to be faulty you are entitled to a full refund, repair or replacement under the Consumer Rights Act 2015.
• Nothing in these Terms limits or excludes your statutory rights.

Normal variations in natural fibres, colour tone and texture between samples and the finished product do not constitute defects and are inherent characteristics of handcrafted, natural-material goods.

10. Intellectual Property

All content on this website, including the London Carpets name and brand, design proposals, imagery, text and any creative work produced in connection with your commission, is the intellectual property of Interiors By Sutton Ltd. You may not reproduce, distribute or use any of our content without our prior written permission. Design proposals prepared for you as part of a commission remain our intellectual property unless and until a binding commission contract is entered into and full payment received.

11. Our Liability to You

We do not limit our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation; or
• Any other liability that cannot be excluded or limited under UK law.

Subject to the above, our total aggregate liability to you in connection with any commission or order shall not exceed the total sum paid by you to us for the relevant goods and services. We exclude all liability for indirect, consequential, special or punitive losses, including loss of profit, loss of opportunity or loss of goodwill, to the fullest extent permitted by applicable law.

12. Complaints Procedure

We are committed to providing an excellent service. If you are unhappy with any aspect of our work, please contact us at complaints@londoncarpets.com, setting out the nature of your complaint. We will acknowledge your complaint within 2 business days and aim to resolve all complaints within 14 business days. If we need more time, we will let you know and keep you updated.

13. Privacy and Data Protection

We process your personal data in accordance with our Privacy Policy, which forms part of our agreement with you and should be read alongside these Terms. We are registered with the Information Commissioner's Office (ICO) as a data controller.

14. Website Use

We make reasonable efforts to ensure that the information on this website is accurate and up to date, but we do not warrant that it is complete or error-free. We reserve the right to change, suspend or withdraw any part of this website at any time without notice.

15. Governing Law and Jurisdiction

These Terms and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales, except that consumers in Scotland, Northern Ireland or another part of the UK may bring proceedings in their local courts if they wish to do so.

16. Amendments to These Terms

We reserve the right to amend these Terms at any time. The current version will always be published on this website. Any commission entered into before an amendment takes effect will be governed by the Terms in force at the time the commission was agreed.

Interiors By Sutton Ltd (trading as London Carpets)
Company No: 14113713  ·  VAT No: 504 794 775
Registered in England and Wales
Registered office: 11 Deakins Road, Haymills, Birmingham, B25 8DX
Bookings: booking@londoncarpets.com
Complaints: complaints@londoncarpets.com
General: hello@londoncarpets.com