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.