Important Customer Information / Terms & Condition

1. Introduction

These Terms and Conditions govern the sale and supply of flooring products by Crazy Price Carpets Limited ("Crazy Price Carpets", "we", "us" or "our").

They apply to all purchases made from Crazy Price Carpets, whether in one of our retail stores, following a home appointment, by telephone, online or through any other sales channel, unless otherwise stated in writing.

These Terms explain the rights and responsibilities of both Crazy Price Carpets and our customers. They should be read together with your Order Form, Survey Report (where applicable), Product Information and any additional documents provided to you at the time of purchase.

Nothing within these Terms excludes or limits your statutory rights under applicable consumer protection legislation.

Where different provisions apply to purchases made in-store and purchases made during a home appointment, these are clearly identified within separate sections of these Terms.

2. Definitions

In these Terms and Conditions:

"Company", "Crazy Price Carpets", "we", "us" or "our" means Crazy Price Carpets Limited. "Customer", "you" or "your" means the person purchasing goods or services from Crazy Price Carpets.

"Goods" means all flooring products, accessories, underlay, door bars, grippers, adhesives, flooring preparation materials and any other products supplied by Crazy Price Carpets.

"Order" means the Customer's signed Order Form together with any Survey Report, quotation, finance agreement and these Terms and Conditions.

"Deposit" means any payment made by the Customer towards the total purchase price before the balance becomes due.

"Survey" means any measuring or estimating service carried out by Crazy Price Carpets.

"Home Appointment Sale" means a contract entered into following a visit to the Customer's home or any other location away from Crazy Price Carpets' business premises.

"In-Store Sale" means a contract entered into at one of Crazy Price Carpets' retail premises. "Independent Fitting Partner" means a self-employed flooring installer who may be introduced to the Customer to carry out installation under a separate contract between the Customer and the installer.

3. Your Consumer Rights

Nothing contained within these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Where any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

Crazy Price Carpets is committed to dealing with customers fairly and reasonably and will always seek to resolve any concerns promptly and professionally.

4. Quotations, Surveys and Orders

4.1 Quotations

All quotations provided by Crazy Price Carpets are based on the information available at the time they are prepared.

Unless otherwise stated, quotations remain valid for 30 days from the date of issue. After this period, we reserve the right to amend prices to reflect changes in product costs, supplier pricing or other factors beyond our reasonable control.

A quotation does not constitute a binding contract until an Order has been accepted by Crazy Price Carpets in accordance with these Terms and Conditions.

4.2 Surveys

Where Crazy Price Carpets carries out a home survey, measurements are taken to prepare an accurate quotation and to identify any apparent installation requirements.

The survey is based upon visible conditions at the property at the time of inspection. Hidden defects, concealed pipework, electrical cables, asbestos, damp, subfloor defects or other conditions that are not reasonably visible during the survey are excluded.

Should additional works become necessary following uplift of existing flooring or commencement of installation, any additional costs will be discussed with the Customer before work proceeds.

4.3 Customer-Supplied Measurements

Where measurements are supplied by the Customer, Crazy Price Carpets accepts no responsibility for:

• insufficient or excess quantities of flooring;
• additional joins or seams;
• fitting difficulties;
• unnecessary wastage;
• additional materials required; or
• additional fitting costs arising from inaccurate measurements.

The Customer remains responsible for ensuring that all measurements supplied are accurate.

4.4 Survey Approval

Following completion of a survey, Crazy Price Carpets may revise the original quotation to reflect the final measurements, product quantities or installation requirements.

The Customer must review and approve the final quotation before materials are ordered.

Once the Customer has approved the final measurements, product selection and quotation, the Order becomes binding and may not be amended without the agreement of Crazy Price Carpets.

Any amendment requested after approval may result in additional charges, revised fitting dates or delays in installation.

4.5 Product Samples

Product samples, showroom displays, photographs, brochures and online images are intended as a guide only.

Whilst every effort is made to ensure accuracy, slight variations in colour, shade, texture, pattern, pile direction and finish may occur between samples and the goods supplied.

Natural variation is an inherent characteristic of many flooring products and shall not constitute a defect.

4.6 Product Availability

All products are offered subject to availability.

Where a manufacturer discontinues a product or changes its specification after an Order has been placed, Crazy Price Carpets will discuss suitable alternatives with the Customer before proceeding. If no suitable alternative can be agreed, any monies paid for unavailable goods will be refunded.

4.7 Formation of the Contract

An Order is accepted and a contract is formed when:

• the Customer signs the Order Form or Finance Agreement (where applicable);
• the required deposit has been paid or finance has been approved; and
• Crazy Price Carpets accepts the Order for processing.

For In-Store Sales, the contract is formed immediately upon acceptance of the Order.

For Home Appointment Sales, the contract is subject to the provisions contained within Part B of these Terms relating to off-premises contracts and statutory cancellation rights.

5. Prices, Deposits and Payment Terms

5.1 Prices

All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) at the prevailing rate unless otherwise stated.

The price payable shall be the price confirmed on the Customer's Order Form.

Crazy Price Carpets reserves the right to correct any genuine pricing errors identified before an Order is accepted.

5.2 Deposits

A deposit is required before Crazy Price Carpets will process an Order.

The amount of the required deposit depends upon the method of purchase and payment and is detailed within the relevant section of these Terms and Conditions.

Payment of a deposit confirms the Customer's intention to proceed with the Order in accordance with these Terms.

5.3 Balance Payments

Unless otherwise agreed in writing, the outstanding balance must be paid in full in cleared funds no later than 7 days before the agreed installation or collection date.

Crazy Price Carpets reserves the right to postpone delivery, collection or installation until full payment has been received.

Where payment is not received by the due date, any agreed installation date may be cancelled or rearranged.

5.4 Finance Purchases

Where Goods are purchased using finance, the Order will not proceed until the finance provider has confirmed approval.

If finance is declined, the Order will not be processed unless an alternative payment method acceptable to Crazy Price Carpets is agreed.

Any deposit paid prior to the finance decision will be dealt with in accordance with the relevant sales section of these Terms and Conditions.

5.5 Failure to Make Payment

Where the Customer fails to make payment when due, Crazy Price Carpets reserves the right to:

• suspend or postpone delivery or installation;
• place the Order on hold until payment has been received;
• recover any reasonable costs incurred as a result of the delay; and
• treat the Order as cancelled where payment is not received within a reasonable period.

Nothing in this clause affects the Company's other legal rights.

5.6 Title to Goods

Ownership of the Goods shall remain with Crazy Price Carpets until payment has been received in full. Risk in the Goods passes to the Customer upon delivery or collection.

5.7 Promotional Offers

Any promotional offer, discount or incentive is subject to its specific terms and may be withdrawn where the Customer amends or cancels the Order.

Crazy Price Carpets reserves the right to refuse the use of multiple promotions in conjunction with one another unless expressly stated.

PART A - IN-STORE SALES

The following provisions apply only to purchases made by Customers at one of Crazy Price Carpets' retail premises.

6. In-Store Sales

6.1 Scope

An In-Store Sale is a contract entered into at one of Crazy Price Carpets' retail stores.

Customers purchasing in-store have the opportunity to inspect product samples, discuss their requirements with a sales adviser and obtain any information required before placing an Order.

6.2 Deposit Requirements

Unless otherwise agreed in writing, the following minimum deposits apply:

Cash, Debit Card or Credit Card

• A minimum deposit of 50% of the total Order value.

Snap Finance

• A minimum deposit of ¬£200 or 10% of the total Order value, whichever is greater, together with confirmation that finance has been approved before the Order is released for processing.

Crazy Price Carpets reserves the right to request a higher deposit where products are made-to-order, specially manufactured or obtained specifically for the Customer.

6.3 Formation of the Contract

The contract becomes binding when:

• the Customer signs the Order Form;
• the required deposit has been paid (or finance approved where applicable); and
• Crazy Price Carpets accepts the Order for processing.

Once accepted, the Company may immediately begin processing the Order.

6.4 Immediate Order Processing

Following acceptance of an Order, Crazy Price Carpets may immediately:

• order materials from suppliers;
• allocate stock;
• reserve products;
• arrange cutting or preparation of flooring;
• schedule surveys (where required);
• commence installation planning; and
• incur costs associated with fulfilling the Order.

Customers acknowledge that these activities may begin immediately following acceptance of the Order.

6.5 Cooling-Off Period

As In-Store Sales are concluded at Crazy Price Carpets' business premises, they are not subject to the statutory cancellation rights that apply to certain off-premises or distance contracts.

This does not affect the Customer's statutory rights where Goods are faulty, not as described or otherwise fail to comply with applicable consumer legislation.

6.6 Customer Cancellations

If the Customer requests cancellation after the Order has been accepted, Crazy Price Carpets will assess the stage of processing and the costs already incurred.

Where the Company has already incurred reasonable costs, including but not limited to administration, supplier charges, stock allocation, cutting, planning, transport or storage, it reserves the right to retain all or part of the deposit to reflect those losses.

Where the Company's actual losses exceed the deposit paid, Crazy Price Carpets reserves the right to recover its additional reasonable losses where permitted by law.

Each cancellation will be assessed on its individual circumstances.

6.7 Order Amendments

Any request to amend an Order after acceptance is subject to management approval.

Crazy Price Carpets cannot guarantee that amendments will be possible once products have been ordered, allocated, cut or otherwise prepared.

Any additional costs arising from an amendment shall be payable by the Customer.

6.8 Order Reductions

Where Crazy Price Carpets agrees to reduce the value of an Order after acceptance:

• any reduction will normally be issued as a Company Credit Note;
• Credit Notes are not redeemable for cash except where required by law;
• Credit Notes are non-transferable; and
• Credit Notes are valid for 12 months from the date of issue unless otherwise stated.

6.9 Balance Payment

The outstanding balance must be paid in accordance with Section 5 of these Terms. Failure to make payment may result in installation or delivery being postponed.

6.10 Delayed Installations

Once materials have been received and are ready for delivery or installation, Customers are expected to proceed within a reasonable time.

Where installation is delayed at the Customer's request, Crazy Price Carpets reserves the right to charge reasonable storage and administration charges to reflect the costs incurred.

Any such charges will be advised to the Customer before they are applied.

6.11 Changes in Personal Circumstances

Changes in the Customer's personal circumstances, including but not limited to:

• moving home;
• a house sale falling through;
• financial difficulties;
• finding alternative products;
• changing design preferences; or
• deciding not to proceed,

do not automatically entitle the Customer to cancel the Order without liability.

Any request will be considered in accordance with these Terms and Crazy Price Carpets' Cancellation Policy.

6.12 Failed Finance Applications

Where finance approval is declined before the Order has been processed, the Order will not proceed unless an alternative payment method is agreed.

Any deposit paid will be dealt with in accordance with Crazy Price Carpets' Cancellation Policy and any costs reasonably incurred before the finance decision.

6.13 Management Discretion

Nothing in this section prevents Crazy Price Carpets from exercising discretion, in exceptional circumstances, to agree to an alternative resolution where it considers it fair and reasonable to do so. Any such decision shall not create a precedent or affect the Company's rights in relation to future Orders.

PART A - IN-STORE SALES

The following provisions apply only to purchases made by Customers at one of Crazy Price Carpets' retail premises.

6. In-Store Sales

6.1 Scope

An In-Store Sale is a contract entered into at one of Crazy Price Carpets' retail stores.

Customers purchasing in-store have the opportunity to inspect product samples, discuss their requirements with a sales adviser and obtain any information required before placing an Order.

6.2 Deposit Requirements

Unless otherwise agreed in writing, the following minimum deposits apply:

Cash, Debit Card or Credit Card

• A minimum deposit of 50% of the total Order value.

Snap Finance

• A minimum deposit of ¬£200 or 10% of the total Order value, whichever is greater, together with confirmation that finance has been approved before the Order is released for processing.

Crazy Price Carpets reserves the right to request a higher deposit where products are made-to-order, specially manufactured or obtained specifically for the Customer.

6.3 Formation of the Contract

The contract becomes binding when:

• the Customer signs the Order Form;
• the required deposit has been paid (or finance approved where applicable); and
• Crazy Price Carpets accepts the Order for processing.

Once accepted, the Company may immediately begin processing the Order.

6.4 Immediate Order Processing

Following acceptance of an Order, Crazy Price Carpets may immediately:

• order materials from suppliers;
• allocate stock;
• reserve products;
• arrange cutting or preparation of flooring;
• schedule surveys (where required);
• commence installation planning; and
• incur costs associated with fulfilling the Order.

Customers acknowledge that these activities may begin immediately following acceptance of the Order.

6.5 Cooling-Off Period

As In-Store Sales are concluded at Crazy Price Carpets' business premises, they are not subject to the statutory cancellation rights that apply to certain off-premises or distance contracts.

This does not affect the Customer's statutory rights where Goods are faulty, not as described or otherwise fail to comply with applicable consumer legislation.

6.6 Customer Cancellations

If the Customer requests cancellation after the Order has been accepted, Crazy Price Carpets will assess the stage of processing and the costs already incurred.

Where the Company has already incurred reasonable costs, including but not limited to administration, supplier charges, stock allocation, cutting, planning, transport or storage, it reserves the right to retain all or part of the deposit to reflect those losses.

Where the Company's actual losses exceed the deposit paid, Crazy Price Carpets reserves the right to recover its additional reasonable losses where permitted by law.

Each cancellation will be assessed on its individual circumstances.

6.7 Order Amendments

Any request to amend an Order after acceptance is subject to management approval.

Crazy Price Carpets cannot guarantee that amendments will be possible once products have been ordered, allocated, cut or otherwise prepared.

Any additional costs arising from an amendment shall be payable by the Customer.

6.8 Order Reductions

Where Crazy Price Carpets agrees to reduce the value of an Order after acceptance:

• any reduction will normally be issued as a Company Credit Note;
• Credit Notes are not redeemable for cash except where required by law;
• Credit Notes are non-transferable; and
• Credit Notes are valid for 12 months from the date of issue unless otherwise stated.

6.9 Balance Payment

The outstanding balance must be paid in accordance with Section 5 of these Terms. Failure to make payment may result in installation or delivery being postponed.

6.10 Delayed Installations

Once materials have been received and are ready for delivery or installation, Customers are expected to proceed within a reasonable time.

Where installation is delayed at the Customer's request, Crazy Price Carpets reserves the right to charge reasonable storage and administration charges to reflect the costs incurred.

Any such charges will be advised to the Customer before they are applied.

6.11 Changes in Personal Circumstances

Changes in the Customer's personal circumstances, including but not limited to:

• moving home;
• a house sale falling through;
• financial difficulties;
• finding alternative products;
• changing design preferences; or
• deciding not to proceed,

do not automatically entitle the Customer to cancel the Order without liability.

Any request will be considered in accordance with these Terms and Crazy Price Carpets' Cancellation Policy.

6.12 Failed Finance Applications

Where finance approval is declined before the Order has been processed, the Order will not proceed unless an alternative payment method is agreed.

Any deposit paid will be dealt with in accordance with Crazy Price Carpets' Cancellation Policy and any costs reasonably incurred before the finance decision.

6.13 Management Discretion

Nothing in this section prevents Crazy Price Carpets from exercising discretion, in exceptional circumstances, to agree to an alternative resolution where it considers it fair and reasonable to do so. Any such decision shall not create a precedent or affect the Company's rights in relation to future Orders.

PART B - HOME APPOINTMENT SALES (OFF-PREMISES CONTRACTS)

The following provisions apply where an Order is entered into following a visit by Crazy Price Carpets to the Customer's home or another location away from our business premises.

7. Home Appointment Sales

7.1 Home Appointment Quotations

Following a home consultation, Crazy Price Carpets will provide the Customer with a written quotation detailing the products, services and estimated costs.

Quotations are subject to final survey measurements where applicable.

No contract is formed until the Order has been accepted by Crazy Price Carpets in accordance with these Terms and Conditions.

7.2 Deposit Requirements

Unless otherwise agreed in writing, the following minimum deposits apply:

Cash, Debit Card or Credit Card

• A minimum deposit of 50% of the total Order value.

Snap Finance

• A minimum deposit of ¬£200 or 10% of the Order value, whichever is greater, together with confirmation that finance has been approved before the Order is released for processing.

7.3 Statutory Cancellation Rights

Home Appointment Sales are generally classed as off-premises contracts and may be subject to statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where applicable, Customers will receive written information explaining their cancellation rights together with the appropriate cancellation notice.

Nothing within these Terms removes or restricts those statutory rights.

7.4 Customer Request for Immediate Processing

The Customer may request that Crazy Price Carpets begin processing the Order before the statutory cancellation period expires.

Where this request is made, the Customer must sign a separate declaration confirming that they:

• request Crazy Price Carpets to begin processing the Order immediately;
• understand that products may be ordered, allocated, reserved, cut or prepared specifically for their property;
• acknowledge that reasonable cancellation charges may become payable where work has commenced; and
• understand that their statutory cancellation rights may be affected where goods have been made to their specification or where services have already been performed.

7.5 Survey Approval

Following completion of the survey, the Customer must approve:

• the final measurements;
• the selected products;
• any required joins or seams;
• the final Order value; and
• any additional works identified.

Once approved, the Order may not be amended without the agreement of Crazy Price Carpets. Changes requested after approval may result in revised prices, additional costs or delays.

7.6 Order Processing

Once authorised by the Customer, Crazy Price Carpets may immediately:

• purchase materials;
• allocate stock;
• reserve products;
• arrange cutting;
• prepare bespoke items;
• book installation;
• schedule deliveries; and
• incur supplier and administration costs.

7.7 Customer Cancellation

Where the Customer exercises their statutory right to cancel, Crazy Price Carpets will deal with the cancellation in accordance with applicable consumer legislation.

Where the Customer has requested immediate processing of the Order, Crazy Price Carpets reserves the right to recover payment for services already performed and reasonable costs incurred before cancellation, where permitted by law.

Such costs may include:

• survey costs;
• administration;
• supplier charges;
• stock allocation;
• product preparation;
• cutting;
• transport;
• storage; and
• other costs directly attributable to the Customer's Order.

7.8 Special Order and Bespoke Goods

Certain flooring products are manufactured, cut or prepared specifically for individual Customers.

Where Goods have been manufactured or prepared to the Customer's specification, statutory cancellation rights may not apply to those Goods.

Crazy Price Carpets will advise the Customer where this applies.

7.9 Balance Payment

The remaining balance must be paid in accordance with Section 5 of these Terms and Conditions. Failure to make payment may result in delivery or installation being postponed.

7.10 Delayed Installations

Where materials are available for installation but the Customer requests that installation be delayed, Crazy Price Carpets reserves the right to charge reasonable storage and administration charges.

Any such charges will be discussed with the Customer before they are applied.

7.11 Failed Finance Applications

Where finance approval is declined before the Order is processed, the Order will not proceed unless an alternative payment method is agreed.

If no alternative payment method is provided, any deposit paid will be refunded, less any reasonable costs already incurred where permitted by law.

7.12 Changes in Personal Circumstances

Changes in the Customer's circumstances, including:

• moving home;
• a failed house purchase or sale;
• financial difficulties;
• relationship breakdown;
• finding alternative products; or
• deciding not to proceed,

do not automatically cancel the contract or remove any liability arising from cancellation.

Each request will be considered individually in accordance with these Terms and applicable consumer legislation.

7.13 Management Discretion

Crazy Price Carpets may, at its absolute discretion, agree to an alternative resolution where exceptional circumstances exist.

Any such decision shall not affect the Company's rights in relation to any other Order.

8. Delivery, Collection and Installation

8.1 Delivery

Crazy Price Carpets will use reasonable endeavours to deliver Goods on the agreed date. Any delivery or installation dates provided are estimates only and are not guaranteed.

Whilst we will make every effort to avoid delays, we shall not be liable for delays caused by manufacturers, suppliers, transport providers, adverse weather conditions or any other circumstances beyond our reasonable control.

Where a delay occurs, we will keep the Customer informed and arrange an alternative delivery or installation date as soon as reasonably practicable.

8.2 Customer Availability

The Customer is responsible for ensuring that someone aged 18 years or over is present to accept delivery or provide access for installation at the agreed time.

If delivery or installation cannot take place because access is unavailable or the Customer is not present, Crazy Price Carpets reserves the right to recover any reasonable costs incurred, including redelivery, storage or rebooking charges.

8.3 Collection of Goods

Where Goods are to be collected by the Customer:

• Goods must be inspected before leaving the premises.
• Any visible shortages or damage must be reported immediately.
• Once Goods have been collected, the Customer becomes responsible for their safe transportation and storage.

8.4 Inspection Before Installation

Customers must inspect all Goods carefully before they are cut, fitted or installed.

If the Customer uses an independent fitter, it is the Customer's responsibility to ensure that both the Customer and the fitter inspect the Goods before installation begins.

No claim will normally be accepted for defects that were visible before cutting or installation.

This clause does not affect the Customer's statutory rights in relation to defects that could not reasonably have been identified before installation.

8.5 Ownership and Risk

Ownership of the Goods remains with Crazy Price Carpets until the purchase price has been paid in full. Risk in the Goods passes to the Customer upon delivery to the property or collection by the Customer.

8.6 Delayed Installation

Where Goods have been received and are ready for installation, Customers are expected to proceed with installation within a reasonable period.

If installation is delayed at the Customer's request, Crazy Price Carpets may charge reasonable storage and administration fees to reflect the additional costs incurred.

Any such charges will be explained to the Customer before they are applied.

8.7 Storage of Goods

Crazy Price Carpets is unable to provide long-term storage free of charge.

Where Goods remain in our possession at the Customer's request beyond the agreed installation or collection date, we reserve the right to:

• charge reasonable storage fees;
• recover any additional handling costs;
• rearrange installation dates subject to availability; and
• require payment of the outstanding balance before releasing the Goods.

8.8 Installation Dates

Installation dates are agreed in good faith but remain subject to product availability, supplier deliveries, weather conditions, installer availability and circumstances beyond our reasonable control.

Where it becomes necessary to rearrange an installation, Crazy Price Carpets will contact the Customer as soon as reasonably practicable to agree an alternative date.

8.9 Access and Safe Working

The Customer must ensure that the property is safe and accessible for delivery and installation.

Crazy Price Carpets reserves the right to postpone delivery or installation where conditions are unsafe or where access is restricted.

Any additional costs resulting from aborted visits or unsafe working conditions may be charged to the Customer where the circumstances are within the Customer's control.

9. Independent Fitting Services

9.1 Our Business Model

Crazy Price Carpets is a retailer and supplier of flooring products. We do not directly employ floor layers or installers.

To assist our customers, we may introduce you to an Independent Fitting Partner who operates as a self-employed contractor.

The decision whether to use an Independent Fitting Partner is entirely yours. You are free to arrange your own installer if you prefer.

9.2 Separate Contract for Installation

Where you choose to use an Independent Fitting Partner introduced by Crazy Price Carpets, the installation is carried out under a separate agreement between you and the Independent Fitting Partner.

The Independent Fitting Partner is responsible for:

• carrying out the installation with reasonable care and skill;
• the quality of their workmanship;
• compliance with applicable fitting standards;
• protecting your property whilst carrying out the installation; and
• rectifying any defects arising from their workmanship.

The fitting charge is payable for the installation service provided by the Independent Fitting Partner.

9.3 Crazy Price Carpets' Responsibilities

Crazy Price Carpets remains responsible for ensuring that the Goods supplied comply with your statutory rights.

Where a manufacturing fault or supply error is identified, Crazy Price Carpets will investigate the matter and, where appropriate, provide a remedy in accordance with applicable consumer legislation.

Nothing in these Terms excludes or limits our legal responsibilities in relation to the Goods we supply.

9.4 Installation Workmanship

Where a complaint relates solely to the quality of installation or workmanship, responsibility rests with the Independent Fitting Partner carrying out the installation.

Examples include, but are not limited to:

• poor fitting techniques;
• incorrectly formed joins or seams;
• inadequate stretching of carpet;
• incorrectly fitted door bars;
• loose grippers;
• poorly finished edges;
• unnecessary damage caused during installation; and
• failure to follow accepted fitting practices.

9.5 Our Assistance

Although the installation contract is between you and the Independent Fitting Partner, Crazy Price Carpets is committed to providing excellent customer service.

Where a fitting issue is reported, we will, where appropriate:

• record the complaint;
• liaise with the Independent Fitting Partner;
• arrange an inspection where necessary;
• facilitate communication between the parties; and
• seek to assist in achieving a fair and reasonable resolution.

This assistance is provided as a customer service and does not make Crazy Price Carpets the installation contractor.

9.6 Inspection of Goods Before Installation

Before any installation commences, both the Customer and the Independent Fitting Partner must inspect the Goods to ensure that:

• the correct products have been supplied;
• the quantities are correct;
• the colour and style match the Order;
• there are no visible manufacturing defects; and
• the Goods are suitable for installation.

Installation should not proceed where any obvious defect or discrepancy has been identified.

Crazy Price Carpets cannot normally accept responsibility for visible defects that could reasonably have been identified before the Goods were cut or installed.

This does not affect the Customer's statutory rights where a defect could not reasonably have been discovered before installation.

9.7 Independent Inspections

Where the cause of a complaint cannot be established, Crazy Price Carpets may arrange for an inspection by:

• the product manufacturer;
• an independent flooring inspector; or
• another suitably qualified expert.

The findings of any inspection will be considered when determining responsibility and the appropriate resolution.

9.8 Customer-Appointed Installers

Where the Customer appoints their own installer, Crazy Price Carpets accepts no responsibility for:

• the quality of installation;
• incorrect fitting methods;
• damage caused during installation;
• additional materials required due to fitting errors; or
• any loss arising from the installer's workmanship.

Our responsibility remains limited to the Goods supplied.

9.9 Customer Cooperation

The Customer agrees to provide Crazy Price Carpets with a reasonable opportunity to investigate any complaint before arranging remedial work, replacing the Goods or commencing legal proceedings or a payment dispute.

Failure to provide this opportunity may affect Crazy Price Carpets' ability to investigate the complaint and determine its cause.

Nothing in this clause limits the Customer's statutory rights.

10. Customer Responsibilities Before Installation

10.1 General Responsibilities

The Customer is responsible for ensuring that the property is suitably prepared before delivery or installation takes place.

Failure to prepare the property may prevent installation from proceeding and may result in additional charges.

10.2 Access

The Customer must provide safe and unrestricted access to all areas where flooring is to be delivered or installed.

This includes ensuring that:

• entrances, hallways and stairways are clear;
• adequate parking is available where reasonably possible;
• lifts (where applicable) are available;
• any necessary permits or permissions have been obtained; and
• the installation area is safe for our employees or Independent Fitting Partner.

Where access is restricted or prevented, Crazy Price Carpets reserves the right to postpone the installation and recover any reasonable additional costs incurred.

10.3 Furniture and Personal Belongings

Unless otherwise agreed in writing, the Customer is responsible for removing:

• furniture;
• ornaments;
• pictures;
• electrical equipment;
• clothing;
• valuable items;
• fragile items; and
• any other personal possessions

from the areas where installation is to be carried out.

Where Crazy Price Carpets or the Independent Fitting Partner agrees to move furniture as a goodwill gesture, this is undertaken at the Customer's risk. We recommend that valuable or fragile items are removed before our arrival.

We reserve the right to refuse to move excessively heavy, oversized or valuable items where doing so may present a health and safety risk or create an unreasonable risk of damage.

10.4 Appliances

The Customer must ensure that appliances including, but not limited to:

• washing machines;
• dishwashers;
• cookers;
• refrigerators;
• freezers; and
• other white goods

are disconnected and removed before installation unless otherwise agreed.

Crazy Price Carpets and the Independent Fitting Partner are not qualified to disconnect or reconnect gas, water or electrical appliances.

10.5 Existing Flooring

Unless the Order specifically includes uplift and disposal, the Customer is responsible for removing existing floor coverings before the agreed installation date.

Where uplift forms part of the agreed works, Crazy Price Carpets cannot determine the condition of the subfloor until the existing flooring has been removed.

Additional preparation work may therefore be required and may incur further charges.

10.6 Hidden Defects

Crazy Price Carpets cannot accept responsibility for defects that are concealed beneath existing flooring and are not reasonably visible during the survey.

Examples include:

• damp;
• moisture;
• rot;
• woodworm;
• cracked screeds;
• loose floorboards;
• uneven subfloors;
• asbestos-containing materials;
• hidden pipework;
• electrical cables; and
• other concealed defects.

Should such defects be discovered during installation, work may be suspended until the issue has been rectified.

10.7 Decorating and Building Works

The Customer should ensure that all plastering, decorating, painting and other building works have been completed before installation.

Where flooring is installed before other building works are completed, Crazy Price Carpets accepts no responsibility for any subsequent damage caused by third parties.

10.8 Doors and Door Clearance

The Customer acknowledges that some flooring products increase the finished floor height. Door trimming or alteration may therefore be required.

Unless expressly included within the Order, door trimming is not included within the purchase price. Crazy Price Carpets accepts no responsibility for the condition or suitability of existing doors, frames or thresholds.

10.9 Heating and Environmental Conditions

The Customer must ensure that the property provides a suitable environment for installation. This includes:

• adequate lighting;
• heating where appropriate;
• ventilation where required; and
• a dry working environment.

Where unsuitable environmental conditions exist, installation may be postponed until conditions are suitable.

10.10 Children, Pets and Occupants

For health and safety reasons, children, pets and other occupants should be kept away from the working area throughout delivery and installation.

The Customer is responsible for ensuring that installers can work safely without interruption.

10.11 Customer-Appointed Contractors

Where other contractors are working at the property, the Customer is responsible for coordinating access and ensuring that installation can proceed safely and efficiently.

Crazy Price Carpets accepts no responsibility for delays or damage caused by third-party contractors.

10.12 Additional Visits

Where delivery or installation cannot proceed because the Customer has failed to comply with the responsibilities set out in this section, Crazy Price Carpets reserves the right to charge reasonable costs for any additional visits, aborted installations, storage, transportation or administration incurred as a result.

11. Floor Preparation

This is one of the most important sections in flooring contracts because many complaints arise from the condition of the subfloor rather than the flooring itself.

11.1 Assessment of the Subfloor

The performance and longevity of any flooring product depends upon the condition of the subfloor.

Whilst Crazy Price Carpets will identify any visible issues during the survey where reasonably apparent, it is not possible to identify all defects until existing floor coverings have been removed.

Hidden defects may only become apparent during installation.

11.2 Additional Preparation Works

Where additional preparation is required after uplift of the existing floor covering, Crazy Price Carpets or the Independent Fitting Partner will advise the Customer before any further work is undertaken.

Examples include, but are not limited to:

• application of smoothing compounds or latex;
• installation of plywood;
• repair or replacement of damaged floorboards;
• repair of screeds;
• damp proof membranes (DPM);
• moisture mitigation systems;
• levelling works;
• repair of concrete or timber subfloors; and
• any other preparation required to achieve a suitable installation.

Additional preparation work is not included unless specifically stated on the Order Form and may incur additional charges.

11.3 Concrete Floors

Concrete subfloors must be structurally sound, level, clean and dry before installation.

Where moisture levels exceed the manufacturer's recommended limits, installation may be delayed until suitable remedial works have been completed.

11.4 Timber Floors

Timber subfloors must be secure, adequately ventilated and free from excessive movement. Loose or damaged floorboards should be repaired before installation.

Where necessary, plywood or other approved preparation materials may be recommended to provide a suitable surface.

11.5 Moisture

Excessive moisture is one of the most common causes of flooring failure.

Where moisture is suspected, Crazy Price Carpets may recommend moisture testing or the installation of an appropriate damp proof membrane before installation proceeds.

Where the Customer declines recommended moisture protection, Crazy Price Carpets cannot accept responsibility for defects arising from moisture-related issues.

This does not affect the Customer's statutory rights in relation to defects in the Goods supplied.

11.6 Underfloor Heating

Where underfloor heating is installed, the Customer must advise Crazy Price Carpets before placing an Order.

Certain flooring products require specific installation methods and heating procedures. Failure to follow the manufacturer's guidance may invalidate product warranties.

11.7 Existing Floor Coverings

Unless otherwise agreed, existing flooring must be removed before the condition of the subfloor can be fully assessed.

Crazy Price Carpets cannot accept responsibility for defects concealed beneath existing floor coverings that could not reasonably have been identified during the survey.

11.8 Customer Refusal of Recommended Preparation

Where Crazy Price Carpets recommends preparation works and the Customer chooses not to proceed, we reserve the right to:

• decline to install the flooring;
• supply the Goods only; or
• continue only after the Customer has confirmed their decision in writing.

Crazy Price Carpets shall not be responsible for defects, premature wear or product failure arising directly from the Customer's decision to decline recommended preparation works.

11.9 Responsibility for Subfloor Condition

Unless expressly agreed in writing, Crazy Price Carpets does not undertake structural repairs to the property.

Responsibility for the structural integrity of the building, subfloor, damp proof course and supporting construction remains with the property owner.

11.10 Manufacturer Requirements

All flooring products will be installed in accordance with the relevant manufacturer's installation recommendations wherever reasonably practicable.

Where a Customer requests an installation method that differs from the manufacturer's recommendations, Crazy Price Carpets reserves the right to refuse the work or require the Customer to confirm their instructions in writing.

Acceptance of such instructions shall not make Crazy Price Carpets responsible for any resulting product failure where the installation has departed from the manufacturer's guidance at the Customer's request.

12. Product Specific Terms

The following provisions apply in addition to the general Terms and Conditions and relate to the specific characteristics of different flooring products.

Many flooring products possess natural characteristics or manufacturing tolerances that do not constitute defects.

12.1 Carpet

Natural Characteristics

Carpet is a textile product and, like all textile floor coverings, may display natural variations in appearance.

The following are recognised industry characteristics and are not manufacturing defects:

• shading;
• pile pressure;
• watermarking;
• pile reversal;
• tracking and flattening in traffic areas;
• temporary shading caused by vacuuming or foot traffic;
• slight variations in colour between production batches;
• fibre shedding during the initial period after installation (where applicable); and
• sprouting of individual fibres.

Joins

Where room dimensions exceed the width of the chosen carpet, joins may be necessary.

Crazy Price Carpets will position joins in accordance with accepted industry practice wherever reasonably practicable.

Although every effort is made to minimise their appearance, joins may remain visible under certain lighting conditions and do not constitute a manufacturing defect.

Patterned Carpets

Patterned carpets may require additional material to achieve acceptable pattern matching.

Minor variations in pattern alignment are unavoidable and are not considered defects where they fall within accepted industry tolerances.

Colour Variation

Samples and showroom displays are intended as guides only.

Natural variation may occur between samples and the finished installation due to:

• manufacturing tolerances;
• dye batches;
• lighting conditions;
• room orientation; and
• surrounding d√©cor.

Heavy Furniture

Heavy furniture may cause permanent indentation of carpet fibres. This is a normal characteristic of textile floor coverings.

12.2 Vinyl Flooring Sheet Vinyl

Where sheet vinyl exceeds the available roll width, joins may be required.

Although every effort is made to achieve the best possible finish, joins may remain visible.

Pattern Direction

Pattern direction and sheet layout will be determined by the installer using accepted fitting practices.

Subfloor Preparation

Vinyl flooring reflects the condition of the subfloor beneath it.

Minor imperfections in the subfloor may become visible after installation. Proper subfloor preparation is essential to achieving the best possible finish.

Indentations

Heavy furniture, appliances and concentrated loads may leave permanent indentations in vinyl flooring. This is a characteristic of resilient flooring products and is not a manufacturing defect.

Temperature

Vinyl flooring may expand or contract slightly due to changes in temperature. Customers should maintain normal living conditions following installation.

12.3 Luxury Vinyl Tile (LVT)

Luxury Vinyl Tile products require an exceptionally smooth and level subfloor. Any imperfections beneath the flooring may become visible after installation.

Failure to carry out recommended preparation works may affect both appearance and performance.

Expansion

Small expansion gaps may be required around the perimeter of the installation. These gaps are normally concealed by skirting boards or finishing trims.

Furniture

Protective pads should be fitted to furniture to reduce the risk of indentation or scratching.

Sunlight

Direct sunlight may cause expansion, contraction or slight colour changes over time. Appropriate window coverings are recommended where prolonged exposure occurs.

12.4 Laminate Flooring

Laminate flooring must be installed on a suitable, dry and level subfloor.

Expansion gaps must be provided around all fixed objects in accordance with the manufacturer's recommendations.

Failure to maintain these gaps may result in lifting, buckling or joint failure.

Moisture

Laminate flooring is not waterproof unless specifically stated by the manufacturer. Excessive moisture, standing water or flooding may cause irreversible damage.

Acclimatisation

Laminate flooring should be acclimatised before installation in accordance with the manufacturer's recommendations.

Furniture Protection

Protective pads should be fitted beneath furniture.

Dragging heavy furniture across laminate flooring should be avoided.

12.5 Engineered Wood Flooring

Engineered wood is a natural product.

Each board will display individual characteristics including:

• grain pattern;
• knots;
• mineral streaks;
• texture; and
• colour variation.

These natural features are part of the product's appearance and are not defects.

Moisture

Engineered wood flooring is sensitive to changes in humidity.

Customers should maintain suitable environmental conditions throughout the year. Failure to do so may result in movement, gaps or cupping.

Expansion

Expansion gaps are an essential part of every engineered wood installation. These gaps are normally concealed by skirting boards or finishing trims.

12.6 Artificial Grass

Artificial grass should be installed onto a properly prepared base.

Some settlement may occur during the initial period following installation.

Regular brushing and maintenance will assist in maintaining the appearance of the product. Artificial grass may become warm during prolonged periods of direct sunlight.

This is a natural characteristic of synthetic materials.

12.7 Direct-to-Home Deliveries

Where Goods are delivered without installation, the Customer is responsible for:

• inspecting the Goods immediately upon delivery;
• ensuring suitable storage conditions;
• protecting the Goods from moisture and damage; and
• arranging installation in accordance with the manufacturer's recommendations.

Crazy Price Carpets accepts no responsibility for damage occurring after delivery where Goods have been incorrectly stored, handled or installed by third parties.

12.8 Product Maintenance

Customers should follow the manufacturer's cleaning and maintenance instructions.

Failure to follow recommended maintenance procedures may affect the appearance, performance and any applicable manufacturer's warranty.

A13. Inspection of Goods

13.1 Customer Inspection

The Customer must inspect all Goods as soon as reasonably practicable following delivery or collection and before any cutting, fitting or installation takes place.

Any shortages, incorrect products or visible damage must be reported to Crazy Price Carpets without delay.

13.2 Inspection by Independent Fitting Partner

Where an Independent Fitting Partner is engaged, they are expected to inspect the Goods before installation commences. Installation should not proceed where there is an obvious defect, incorrect product, colour variation outside normal manufacturing tolerances, or any other issue that should reasonably be identified before fitting.

13.3 Installation Constitutes Acceptance

Where Goods are cut, fitted or installed despite an obvious defect that should reasonably have been identified beforehand, Crazy Price Carpets may decline liability for any additional costs arising from the installation. This clause does not affect the Customer's statutory rights where a defect was not reasonably discoverable before installation.

13.4 Manufacturing Defects

If a manufacturing defect is discovered after installation that could not reasonably have been identified beforehand, Crazy Price Carpets will investigate the matter promptly and work with the manufacturer to determine the appropriate remedy.

Where the Goods do not conform to the Customer's statutory rights, Crazy Price Carpets will provide an appropriate remedy in accordance with applicable consumer legislation.

14. Complaints Procedure

14.1 Reporting a Complaint

If you are dissatisfied with any aspect of your purchase, please contact Crazy Price Carpets as soon as reasonably practicable.

Where possible, complaints should include:

• your Order Number;

a description of the issue; photographs where appropriate; and details of any action already taken.

14.2 Investigation

Upon receipt of a complaint, Crazy Price Carpets may:

• review the Order documentation;

request additional photographs or information; arrange an inspection of the Goods;

liaise with the Independent Fitting Partner (where applicable); seek advice from the manufacturer; or

• appoint an independent flooring inspector.

14.3 Customer Cooperation

The Customer agrees to provide Crazy Price Carpets with a reasonable opportunity to investigate any complaint before arranging remedial works, replacing the Goods, or instructing a third party to carry out repairs. Failure to provide this opportunity may affect our ability to determine the cause of the issue and may limit our ability to recover costs from manufacturers or other third parties.

Nothing in this clause affects the Customer's statutory rights.

14.4 Resolution

Where Crazy Price Carpets accepts responsibility, we will provide an appropriate remedy, which may include:

• repair;
• replacement;
• price reduction; or
• Refund,

as required by applicable consumer legislation and the circumstances of the individual case.

14.5 Alternative Dispute Resolution

If a complaint cannot be resolved through our internal complaints procedure, both parties may agree to consider an appropriate form of Alternative Dispute Resolution (ADR) before commencing legal proceedings.

Participation in ADR is voluntary unless otherwise required by law.

15. Returns, Refunds and Credit Notes

15.1 General

Returns and refunds are considered in accordance with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 (where applicable) and these Terms and Conditions.

15.2 Bespoke, Cut and Special Order Goods

Goods manufactured, cut or prepared specifically for the Customer cannot normally be returned unless they are faulty or not in conformity with the contract.

15.3 Stocked Products

Subject to prior agreement, unopened stock products may be accepted for return.

Acceptance of returned stock products is at the discretion of Crazy Price Carpets and may be subject to a reasonable restocking charge.

15.4 Credit Notes

Where Crazy Price Carpets agrees to issue a Credit Note:

it will normally be valid for 12 months from the date of issue; it is non-transferable;

• it has no cash value except where required by law; and
• it may only be redeemed against future purchases from Crazy Price Carpets.

15.5 Refunds

Where a refund is due, it will normally be made using the original payment method unless otherwise agreed.

Refunds will be processed within a reasonable period following agreement.

16. Guarantees and Warranties

Manufacturer guarantees remain subject to the manufacturer's own terms and conditions. Crazy Price Carpets will assist Customers in pursuing valid warranty claims where appropriate. Guarantees do not cover:

• fair wear and tear;
• accidental damage;
• misuse;
• neglect;
• incorrect maintenance;
• flooding or excessive moisture;
• damage caused by third parties; or
• failure to follow manufacturer recommendations.

Nothing in this section affects the Customer's statutory rights.

17. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot lawfully be excluded or limited.

Subject to the above, Crazy Price Carpets shall not be liable for indirect or consequential loss, loss of profit, loss of enjoyment, or any loss that was not reasonably foreseeable at the time the contract was entered into.

Nothing in this section affects the Customer's statutory rights.

18. Privacy

Crazy Price Carpets processes personal information in accordance with applicable UK data protection legislation.

Personal information will be used only for purposes connected with:

• processing Orders;
• arranging surveys;
• deliveries;
• installations;
• customer service;
• warranty administration;
• legal compliance; and
• other purposes set out in our Privacy Policy.

Further information is available in our separate Privacy Policy.

19. General Legal Provisions

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

Failure by Crazy Price Carpets to enforce any provision shall not constitute a waiver of that provision.

These Terms, together with the Order Form, Survey Report and any documents expressly referred to within them, constitute the entire agreement between the parties.

These Terms are governed by the laws of England and Wales.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Contact Details

Crazy Price Carpets Limited

For any queries relating to your Order, please contact our Customer Services Team using the contact details shown on your Order Form or via our website.