Our terms for measuring and fitting

Norden Carpets & Flooring is the trading name of David Wilshaw, sole trader.

• Measuring and quotes are free, and there's no obligation to go ahead.
• Your quote lists the flooring, underlay, fittings and work included. It is valid for 30 days.
• We work out how much flooring you need from our own measurements. If we get those wrong, we put it right at our cost.
• Sometimes we only find a problem once old flooring is lifted, such as an uneven or damp floor. If that happens we will explain it and agree any extra work and cost with you before we do it.

Our agreement starts when you accept your quote, whether you tell us in person, by phone, by email or on WhatsApp. We will confirm what you have ordered and your fitting date in writing.

If you agree to go ahead anywhere other than our showroom, for example in your home after a measure, or by phone, email or WhatsApp, you can cancel within 14 days without giving a reason.

• To cancel, just tell us clearly by phone, email or letter. You can use the form below, but you don't have to.
• We will refund anything you have paid within 14 days of you telling us.
• If you want fitting to happen within the 14 days, we will ask you to confirm that in writing. You can still cancel, but you will pay for any work already done and for flooring already cut to the size of your rooms.

If you agree to go ahead in our showroom, this cancellation right doesn't apply, but your other legal rights still do.

Copy this into an email or letter if it helps:

• We don't ask for a deposit.
• You pay in full on the day your fitting is finished, once you're happy with it.
• You can pay by bank transfer, debit or credit card, or cash.

• Please clear small items, ornaments and breakables from the rooms. Our team will move most furniture for you.
• We lift and take away your old flooring, and that's included in your quote.
• Doors sometimes need trimming to clear new flooring. We will tell you beforehand if we think yours will.
• If you need to change your fitting date, please give us as much notice as you can.

• Every job is fitted by our own team, with reasonable care and skill.
• If anything isn't right with our fitting, tell us and we will come back and put it right. Our fitting is guaranteed for 12 months.
• Any manufacturer's guarantee on the flooring itself is passed on to you in full.
• Flooring can vary slightly in colour and pattern from showroom samples, because it comes from different batches. We will always show you a sample of what we are ordering.

Under the Consumer Rights Act 2015, the flooring we supply must be of satisfactory quality, fit for purpose and as described, and our work must be carried out with reasonable care and skill. These terms never take those rights away.

Please tell Dave or Wendy straight away on 01706 659 962 or by email at [email protected]. We will reply within 2 working days and do our best to sort it out.

If we can't agree, the Citizens Advice consumer helpline can give you free, independent advice on 0808 223 1133 or at citizensadvice.org.uk.

We only use your details to arrange and carry out your job. Our privacy notice explains how we look after them.

These terms are governed by the law of England and Wales.