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Terms & Conditions

Terms & Conditions

Buying Direct to Home products online from

These are the Terms and Conditions which apply when buying online from They should be read in conjunction with the 'Use of Website' Terms and Conditions  and our Privacy Policy.  We reserve the right, at our discretion, to update and/or revise these Terms and Conditions.
If you have any questions relating to these Terms and Conditions please contact our Customer Services team either via phone during normal working hours on 03330 150 501 or via email.  Contact details can be found here.
Your rights: it is our responsibility to supply you with goods and services which meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us via phone number above. If you are unclear about your rights or require advice, you can contact Citizens Advice Consumer Service on 0345 404 0506 or online.

Your Contract

You are the customer. You agree to purchase goods from subject to these Terms and Conditions, the ‘Use of Website’ terms and conditions and our Privacy Policy which will apply to all transactions using our Direct to Home service.  Tapi Carpets & Floors Ltd reserves the right to alter or withdraw this ‘Direct to Home’ service at any time, to refuse the service to any customer and to amend these Terms and Conditions.   Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website.  
You must be 18 years or over to use the “Direct to Home” service.  By using this service you agree that the details provided by you, at any time, are correct and complete. You must inform us immediately of any changes to the information that you provided at the point of order.  You must give us your real name, address, phone number, email address and any other details that we may require to process your order.
Your email address is essential in order for us to be able to supply you with important information such as order confirmations, and changes to the service. By using our “Direct to Home” service, you accept that your email address may be used to supply you with such information. By using, you acknowledge that you have read and understood our Privacy Policy.
These Terms and Conditions govern the supply by us of any product ordered by you, whether via the website or by telephone or other means.
Payment for “Direct to Home” products ordered via the website will be taken immediately and your order will be reviewed and confirmed  with you by a Customer Service Adviser.  You will be invited to enter your payment details via a secure payment method.  Upon receipt of your order confirmation, you should check the details contained therein carefully including these terms and conditions and if you have any queries please raise these immediately by calling us on 03330 150 501. Payment for items which are added to your order will be taken via an alternate method such as via a credit card payment over the phone.


Measurements & Tolerances
You are responsible for all measurements used when calculating the appropriate amount of flooring to be ordered.  Smooth flooring such as laminate, luxury vinyl tiles and engineered flooring is purchased per square metre but supplied by the box.  The relevant pack size will be available to view on the website and a flooring calculator may be available to assist you to provide a guide price based on the square metreage which has been entered into the calculator tool.  When estimating appropriate floor coverage for your installation, a tolerance of up to 10% (rounded up to the nearest box)  will be added to your order to allow for colour matching between boxes and wastage during fitting. This is for guidance only but you are responsible for the final amount ordered.  Tapi Carpets & Floors Ltd is not responsible for any overages or shortages for incorrect measurements or order quantities placed which have been supplied to us.
If you have a surplus box or two after fitting, we suggest these be stored on a flat dry surface for future use. These are often useful to be kept should an accident occur enabling you to swap a couple of planks or tiles. Only unopened boxes with the manufacturers original packaging in its original state will be accepted should you wish to return part of your order. This will be refunded at the original order value and does not constituent a cancellation of your order.  If you wish to return a small number of items, please contact Customer Services on 03330 150 501 or via Contact Us.  A collection charge which matches the value of the delivery charge originally paid will also be chargeable.  If a subsequent order is placed due to a short measure, we cannot promise this will be supplied from the same batch as that previously supplied.
Ordering from Samples
A sample service is available across all our Direct to Home products, should you wish to check the product features before placing an order with us.   All images on the website are for illustration purposes only and are intended to provide a general guide of the look of a product as samples may show only a small part of the overall design as this will have been taken from a larger piece. There may be a significant variation in the colour and design of your floor due to the random nature which occurs with wood and other natural materials from which the design has been taken. We believe this enhances the natural look and overall appearance of our floors.


General Information about Delivery
Standard delivery times quoted can only be used as a guide and provided at the time of order.  Your order confirmation is subject to sufficient stock being available by the manufacturer at the time your order is placed by us. Delivery times may increase around holidays and peak shipping periods. Our 3rd party carrier will endeavour to deliver your goods over the threshold of your property when social distancing rules apply.  When social distancing rules do not apply, goods will be delivered to a downstairs room of choice.
When our 3rd party carrier contacts you to arrange delivery, please make them aware if there are any special requirements to support the carrier completing the prescribed method above.  If you have alternative delivery requirements, please contact us prior to dispatch of your order.   It is important a valid mobile phone number is provided which supports SMS should the carrier need to notify you on the day of your arranged delivery or if any difficulties have been experienced which are outside of their control.
If you require your order to be shipped to an alternative address to the billing address, please specify this during the order  process. Although we will make every effort to amend or change delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the address is changed or an incorrect address has been specified during the order confirmation process. If the ordered goods require collection and re-delivery to an alternative address, further delivery costs will be incurred and will need to be paid for prior to the onward transportation of the goods.  We reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled.
Some of the products ordered may be fragile in nature and whilst care will be taken to ensure these goods arrive in good condition, this may be completed using a palletised delivery.  Tapi Carpets & Floors Ltd nor the 3rd party carrier will be responsible for the disposal nor any costs incurred in the removal of such items provided to protect your goods during transit.
Delivery Times and Delivery Delays
The 3rd Party Courier responsible for delivery will try, where possible, to deliver on the date requested by the customer. In the event that special instructions are given by telephone or e-mail during or after the order has been placed, please be aware that Tapi Carpets & Floors Ltd will not entertain any claim for compensation because of a late delivery which is due to a third-party carrier and is out of our control. Special instructions are a non-guaranteed request and are carried out at the carrier’s discretion. Any claims of this nature should be taken up directly with the carrier. 
Where a delivery fails due to non-attendance of the customer or the receiver was absent, notification will be sent and you will be contacted to attempt re-delivery.  Goods will not be left in an area which is unattended and will be returned to the 3rd party courier’s premises until a new delivery date has been confirmed.  In this event, another delivery charge will need to be settled by the customer prior to the next attempted delivery.  We would recommend 3rd party contractors (such as fitters) are not booked to complete your installation until you have received your order in full and taken an acclimatisation period into account.   We also recommend that all goods are inspected by the customer prior to installation, to ensure the customer is satisfied with the quality of the product.  This also helps the customer with any 3rd party contractor disputes that may arise due to incorrect or improper installation or damage of the product when being fitted.
Restricted Access
We must be informed at the time of order of any restrictions which may exist to access or difficulties which may affect the successful completion of the delivery of your flooring.  This will help us prevent delays and costs for aborted deliveries.
UK Mainland excluding Northern Ireland
We currently only offer a delivery service to locations  within the UK Mainland but which excludes Northern Ireland.  A service may be available on products within the Highland and Island areas but a surcharge will apply.  Details are available on request.  
We are not able to offer a collection service from our third-party carrier nor from any Tapi Carpets stores or satellite warehouses in relation to “Direct to Home” products.
Refusal of Goods
If goods are refused whilst delivery is being attempted, the goods will be returned to the carrier’s premises. We will get in touch with you to ascertain the reason for refusal and whether a subsequent delivery date can be agreed upon. We reserve the right to apply a surcharge for a second delivery attempt and will request all costs are settled in advance of any agreed delivery dates. If we are unable to make contact with you following an aborted delivery and after 2 further attempts to speak to you including one via written confirmation, the goods will be returned into stock and a cancellation charge will be applied based on costs incurred by Tapi

Cancelling Your Order

You have a right to cancel your order (prior to shipment) for any “Direct to Home” products purchased on this website, for a full refund. However, if an order has already been shipped, we will require you to pay the associated costs of returning the item to us before we will refund the purchase and this collection charge may be higher than the delivery charge previously paid. This is because  collection charges are normally more expensive due to extra handling needed following collection to check and return these products into stock 
You have 14 statutory days starting from the first working day after you have received your order to cancel and return all products for a full refund. However, the customer must contact us to arrange collection via our preferred carrier and the products must be unused and in the original packing. If any boxes have been opened or the product is returned and you do not have the original packaging, this will be deemed as acceptance of goods and we will accept or decline the return at our discretion. To cancel your order please contact our Customer Services team on 03330 150 501 or via Contact Us
You may cancel your order for a full refund prior to your order being shipped. If you cancel your order after it has been shipped, you are responsible for any and all carrier charges incurred by Tapi Carpets & Floors Ltd which will be higher than the original delivery charge paid.  Any unpaid carrier charges will be deducted from your refund (see ‘Cancelling Your Order’ above). If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for return carrier charges incurred by your refusal. 
If it is found that any of the larger products upon delivery will not fit through any doors or stairwells and the product is subsequently returned or refused, you are responsible for all return carrier costs. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of delivery easily.

General Provisions

Product Warranties
Warranties are only applicable for the original purchaser, and an order confirmation must be provided. Any damage, except accidental damage during transit, occurring during the fitting or which has occurred due to negligence, malice, removal, fire, water damage and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty. If your flooring is agreed to be replaced, Tapi Carpets & Floors Ltd will deliver, to the exclusion of other demands, an equivalent product chosen from the “Direct to Home” product range and collect the defective product (which must be uplifted and in a fit state for transportation). Other costs incurred during the replacement of the new flooring will not be covered. In the event of a disagreement, an independent expert will be appointed to inspect the flooring in situ. Statutory rights are not affected.
Damage in Transit / Shortages
If you believe your goods are damaged, these must be reported to us as quickly as possible and no later than 14 days after arrival.  If these are noted at the time of delivery, this should be pointed out to the delivery driver and they should be asked to make a note of this and take pictorial evidence to confirm this.  If you will not be present at the time of the delivery, please ensure the person accepting the goods on your behalf is aware of this requirement.  This does not affect your statutory rights and in the events of the goods being faulty, these will be replaced.
Problems With Your Order
Whilst our third-party carriers will do what they can to prevent damage in transit, this can sometimes occur or issues may arise to prevent delivery of your order that are out of our control.  We cannot accept any liability for time or financial loss as a result of, for example but not limited to; cancellation costs of a fitter booking, loss of holiday etc. These provisions made are by your choice and at your discretion but do not affect your statutory rights. We would also advise all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will however arrange for a replacement item or refund for any incorrect items at no additional cost to you where possible.
Furniture & Home Improvement Ombudsman
Tapi Carpets & Floors Ltd is a responsible retailer and subscribes to The Furniture & Home Improvement Ombudsman, an alternative dispute resolution service provider.  If you have a complaint, please submit this in writing via our website Contact Us page, where the matter will be investigated.  If an amicable resolution cannot be found and you wish to pursue the matter further, you will be provided with the contact details of the Ombudsman who will provide you with a free, independent assessment of your complaint.
Price Promise and Quote Matching
Our price promise is available on fully fitted carpet products only, and not valid on our “Direct to Home” online only products.
Product Naming Conventions
It is the policy of Tapi Carpets & Floors Ltd to change the name of all products to ensure each has a unique name within our product ranges.  Your product will be ordered and will arrive direct from the manufacturer (via our 3rd party carrier) using the manufacturer’s packaging.  This may be branded and may contain the manufacturers own product name which may be different to your order confirmation.  This method of amending product names is a standard industry practice but should you wish to check the correct items have been delivered, please contact our Customer Services team.
Advice on suitability, fitting and following manufacturers fitting guidelines & acclimatisation 
If a member of Tapi Carpets & Floors Ltd is asked to provide advice on the suitability of products or regarding installation, this will only be offered as general advice and should not be relied upon for a specific individual’s property.  We do not currently offer a fully fitted service for ‘Direct to Home’ products and our representatives will not provide the inspection deemed for advice which can therefore be relied upon.  We would suggest that your fitting partner inspects your subfloor and existing floor covering before purchasing these products if you are unsure about their suitability.
We would advise a professional and competent fitter be contracted to fit your flooring to provide you with the best finish.  Whether a 3rd party is employed to complete the installation or you install the product yourself, please ensure the supplier’s own fitting and maintenance instructions are carefully followed to prevent swelling of the joints or other expansion problems including acclimatisation and to ensure the warranty is not invalidated. Laminate flooring will be affected by moisture and wet mopping is therefore not recommended. 
These terms and conditions were last updated on 28th March 2021.