Your order – Important Customer Information
Thank you for placing your order with Tapi. This order is a legally binding contract even if you have only paid a deposit and under this contract you and we have rights and obligations. You should check the details of your order carefully including these terms and conditions which also apply, and if you have any queries please raise these immediately with the store. Please note that any revisions to your order may incur further costs. 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 the “contact” page on our website. If you are unclear about your rights or require advice, you can contact Citizens Advice Consumer Service on 03454 04 05 06 or www.citizensadvice.org.uk
Where the quantity of materials and final price of your order is to be determined by a home visit, we will refund the difference between the in-store estimate and the confirmed price of the order if the price is lower than the amount you were advised. If the confirmed price is more than 15% higher, we will allow you to cancel the order with a full refund of the money you paid, providing that you have not already instructed us to proceed with the order.
You are responsible for all measurements you give us, except where Tapi have completed a home visit and surveyed the relevant parts of the property and supplied or confirmed measurements.
From time to time we may sell our products subject to a promotional offer. Each promotional offer will have its own terms and conditions and these will be available in store.
Cancellation and refunds
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 contract, in which case you have the right to cancel. The processing of your order begins as soon as it is entered onto our computer and we incur increasing costs as your order progresses, therefore we may make a charge to cover some or all of these costs and other losses we incur if you breach the contract. 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. Tapi reserves the right to release the customer’s order to the manufacturer only upon expiry of the 14 day period however, the customer can waive their ‘right to cancel’ during the 14 day ‘cooling off’ period should they wish to do so.
If a refund becomes necessary, it will be made 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.
Delivery and Installation
Please check that the goods you received are the ones you ordered. Check they are for the correct colour, size, and options selected, and that they are examined for apparent 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.
What’s included in the Tapi Delivery and Care Package?
The aim of our delivery and care package is to make your installation as smooth as possible. Within this package we include the delivery of your order, the removal and replacement of a reasonable amount of emptied furniture and the removal and disposal of off-cuts. In addition, we provide a complementary vacuum. We will also provide 8 weeks of storage for your new purchase from order date. Not included within this package is the uplift or disposal of your old flooring although these services can be purchased separately. Whilst we will move a reasonable amount of emptied furniture, we are unable to move items such as grand pianos or the like for obvious reasons as well as white goods! We will need to be made aware, at the time of purchase, if any items require more than one person to be moved safely. The customer utilises the assistance of the fitting partner for the movement of furniture at their own risk and the fitting partner is not liable for any accidental damage which may occur during the movement of your furniture.
Sub Floor Preparation
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 needed such as smoothing compound or ply boarding before the new floor can be fitted. This may delay the original installation of your flooring whilst this work is 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 the 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 especially 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 7 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 appointed 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.
Where interest free credit has been used as the payment option for your purchase and where your fitting has been requested to take place in separate fitting dates, all goods must be delivered to the customer’s home within 8 weeks from the order date. If the items are being stored for a period of time, carpet should not be folded but should be rolled, and smooth flooring should be kept flat and will need to be acclimatised 48 hours prior to fitting.
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 (especially from multi-width rolls) 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 join 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 (“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 appearance may occur.
All carpets benefit from the use of good quality underlay. Re-using existing underlay may result in abnormal flattening of the pile. Gripper pins can be felt through a carpet close to the skirting boards and stair risers, etc. This is normal but as part of the fitting process, and 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. For further information please consult our floor care guide.
Areas over 15 square metres, unless stated otherwise, should be fully stuck down using a suitable adhesive. Your vinyl floor covering should not be laid on top of existing vinyl flooring, laminate or tiles unless stated it is permissible to do so. For areas under 15 sqm, a perimeter stick on two sides will suffice.
All vinyl flooring is 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 vinyl please allow extra material. For further information please consult our floor care guide.
Our in-store samples 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.
The supplier’s fitting and maintenance instructions should be carefully followed to prevent swelling of the joints or other expansion problems. Laminate flooring will be affected by moisture and wet mopping is therefore not recommended. For further information please consult our floor care guide.
Whilst many of the products we sell are available to purchase in square metres, our luxury vinyl tile and laminate flooring are purchased by the box. When estimating appropriate floor coverage for your installation approximately 5% (rounded up to the nearest box) will need to be added to your order to allow for colour matching between boxes and wastage during fitting. If you have a surplus box or two after fitting, we would 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. Any unopened boxes which are returned will be refunded at 50% of the original box purchase price.
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.
Where Tapi has been asked to make the arrangements for your flooring to be fitted, we agree to act as your agent and for this service an administration fee per m2 is chargeable. The administration includes: introduction to a flooring fitting specialist and arranging the installation of your purchase under a separate contractual agreement between you and them. It also includes monitoring fitting standards, arranging a pre-cut service to aid an efficient and speedy ‘at home installation’, and on the rare occasion of a complaint being raised regarding the fitting, Tapi will manage the complaint between yourself and the fitting partner.
We retain full responsibility for the products and service Tapi supplies and will act as intermediary between you and the deliverer/ installer should any liability arise from delivery and installation where Tapi made the introduction to the fitter.