Terms & Conditions

S&G Carpets Ltd

Flooring Supply & Fitting Terms & Conditions

Quotations & Estimates

All quotations are valid for 30 days unless otherwise stated.

Quotations are based on the information available at the time of survey or enquiry. Additional charges may apply if unforeseen issues are discovered before or during installation, including but not limited to:

• subfloor defects
• uneven floors
• damp issues
• asbestos-containing materials
• restricted access
• additional preparation work

Any additional work will be discussed with the customer before proceeding wherever reasonably possible.

Customer Responsibilities

Customers are responsible for ensuring:

• areas are clear of furniture and belongings unless removal has been agreed in writing
• access to the property is available at the agreed fitting date and time
• electricity and suitable working conditions are available for fitting teams
• other trades have completed their work before installation begins

Delays caused by unfinished building work or restricted access may result in additional charges.

Late Cancellation of Scheduled Work

If you cancel your booked installation with less than 48 hours’ notice, excluding Saturdays, Sundays and bank holidays, a £200 cancellation charge will apply, limited to the reasonable losses we incur as a result. We will take reasonable steps to minimise these losses, including reallocating the installation slot where possible.

We may reduce or waive this charge at our discretion, taking account of individual circumstances, including illness, emergencies or other events beyond your reasonable control. This clause does not affect your statutory cancellation rights.

Subfloor & Preparation

Floor coverings can only perform as well as the surface beneath them.

While reasonable inspections will be carried out, we cannot accept responsibility for issues arising from:

• existing subfloor defects
• damp or moisture problems
• structural movement
• inadequate previous preparation
• unsuitable site conditions outside of our control

Where additional preparation is required, this may incur extra costs.

Natural Product Variation

Customers acknowledge that certain flooring products may contain natural variations in:

• shade
• texture
• pattern
• grain
• pile direction

Samples and showroom displays are intended as guides only and exact colour matches cannot be guaranteed.

Fitting Tolerances & Appearance

Following installation:

• minor joins, seams, shading differences, and pile variation may be visible depending on product type and lighting conditions
• carpets may show shading, tracking, or flattening during normal use
• natural expansion and contraction may occur with wood, laminate, LVT, or vinyl flooring

These characteristics are considered normal and are not manufacturing or fitting faults.

Furniture & Appliances

Unless agreed in writing:

• fitters are not responsible for moving heavy or valuable furniture
• disconnection or reconnection of appliances is not included
• we cannot accept liability for damage to furniture not removed prior to fitting

Customers are advised to remove fragile or valuable items before installation.

Door Trimming & Clearance

Floor height changes may require doors to be trimmed or adjusted.

Unless specifically included within the quotation:

• door trimming
• easing of doors
• removal/refitting of doors

…may incur additional charges.

Deposits & Payment Terms

A deposit of 50% of the total order value is required prior to the ordering of materials or commencement of any works.

The remaining balance becomes due immediately upon completion of the installation works unless otherwise agreed in writing beforehand.

Materials remain the property of the company until paid for in full.

We reserve the right to postpone deliveries, installations, or withhold completion of works where payment terms have not been met.

Late payments may be subject to additional recovery costs and interest in accordance with applicable UK legislation.

Completion of Work

Customers are asked to inspect the installation upon completion.

Any concerns regarding fitting workmanship should be reported within 48 hours wherever possible.

No claims can be accepted for visible fitting issues once the flooring has been used extensively after installation.

Cancellation & Returns

Special order, cut, or made-to-measure flooring products cannot usually be returned once ordered.

Due to the custom nature of flooring installations:

• deposits are non-refundable
• cancellations made after materials have been ordered may incur charges
• used or fitted flooring cannot be returned unless confirmed faulty

This does not affect your statutory rights under the Consumer Rights Act 2015.

Safe Working Environment

We reserve the right to postpone or refuse installation where fitters believe conditions are unsafe, including:

• excessive clutter
• unsafe subfloors
• presence of hazardous materials
• aggressive behaviour
• uncontrolled pets

Waste Disposal

Unless agreed in writing or within the quotation, quotations do not include uplift or disposal of existing flooring, underlay, furniture, or waste materials.

Any arranged disposal service is limited to agreed items only.

Liability

We shall not be liable for:

• delays outside our reasonable control
• pre-existing property defects
• indirect or consequential losses

While every reasonable care is taken during installation, flooring fitting may involve the use of tools, grippers, fixings, adhesives, screws, nails, or cutting equipment which can penetrate floors, walls, or subfloors.

Customers are responsible for informing us prior to commencement of works of the location of any:

• underfloor heating systems
• water pipes
• gas pipes
• electrical cables
• data cables
• hidden services or utilities

We cannot accept liability for damage to hidden pipes, cables, underfloor heating systems, or other concealed services where their presence was not made known to us or could not reasonably be identified prior to installation.

In older properties, concealed or undocumented pipework and wiring may not be detectable during visual inspection alone. Unless specifically agreed in writing, we do not undertake specialist detection or scanning services before fitting.

Where customers request fitting to proceed despite known risks, all associated risks remain the responsibility of the customer.

Our liability shall not exceed the total value of the goods and services supplied.

Mattress Delivery Terms & Conditions

Delivery Access

Customers are responsible for ensuring adequate and safe access for delivery of all mattresses and furniture items. Please check measurements carefully before ordering, including:

• doorways
• staircases
• hallways
• lifts
• tight corners and access routes

Our delivery team may refuse delivery where access is deemed unsafe or where the product cannot reasonably be delivered without risk of damage to the property, product, or persons.

Failed deliveries due to restricted access may be subject to a re-delivery charge.

Delivery Dates & Times

All delivery dates and times provided are estimates only and may be subject to delays outside of our control, including traffic, weather conditions, supplier delays, or operational issues.

While we make every effort to meet agreed delivery schedules, we cannot accept liability for losses, costs, or inconvenience caused by delayed deliveries.

Delivery Inspection

Customers are asked to inspect goods upon delivery wherever possible.

Any visible damage or shortages should be reported within 48 hours of delivery. Photographic evidence may be requested to assist with any claim.

This does not affect your statutory rights.

Mattress Returns Policy

Due to hygiene reasons, we do not accept returns or exchanges on mattresses once they have been delivered and accepted, unless the product is found to be faulty or not as described.

Customers are responsible for ensuring they have selected the correct mattress size, comfort level, and specification before purchase.

We strongly recommend trying mattresses in-store where possible prior to ordering, as mattress comfort is subjective and personal preference does not constitute a fault.

Mattresses that have been opened, used, stained, marked, damaged, or exposed to smoke, pets, or odours cannot be returned.

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

Safe Place Delivery Disclaimer

If a customer requests goods to be left in a safe place or unattended location, delivery will be considered complete once the goods have been left as instructed.

From this point, responsibility for loss, theft, weather damage, or damage caused by third parties transfers to the customer.

Photographic proof of delivery may be retained for our records.

Failed Deliveries

If delivery cannot be completed due to:

• no access to the property
• nobody available to receive the goods
• unsuitable or unsafe access
• inability to fit products through access points

…additional delivery charges may apply for re-delivery or storage.

Product Measurements

All product dimensions provided are approximate and may vary slightly due to manufacturing tolerances.

Compressed and rolled mattresses may require up to 72 hours to fully expand after opening.

Ownership of Goods

All goods remain the property of the company until paid for in full.

Responsibility for the goods passes to the customer upon successful delivery or collection.