Carpetly Refund & Return Policy

Last updated: 21st January 2026

At Carpetly, we strive to make purchasing your carpet simple, transparent, and stress-free. This Refund & Return Policy outlines your rights and responsibilities regarding returns, cancellations, and refunds.

1. Custom-Made & Cut-to-Order Carpets

Most carpets ordered through Carpetly are cut to size for your property and are therefore considered custom-made:

• Once production has begun, custom-made carpets cannot be returned or refunded unless they are faulty or not as described.

• Please ensure measurements are accurate or book a professional check measure to avoid issues.

2. Sample Orders

• Free or paid samples can be returned only if damaged in transit or faulty.

• Ordering samples does not reserve stock or pricing for a full order.

• Sample orders are otherwise non-refundable.

3. Cancellation Policy

Before Production

• Orders may be cancelled before production begins, subject to any costs incurred.

• Any refunds will be processed minus costs already incurred for materials or services.

After Production Begins

• Once production has started, cancellations are generally not accepted.

• Exceptions only apply for faults or errors on Carpetly’s part.

Home Visits & Appointments

• Missed home visits or measured surveys may incur a charge if not cancelled within reasonable notice.

4. Faulty or Incorrect Products

If you believe your carpet or fitting is faulty or not as described:

• Contact us as soon as reasonably possible.

• Carpetly will assess the issue in line with manufacturer guidelines and industry standards.

• Where a valid fault is confirmed, we will offer repair, replacement, or refund as appropriate.

Normal wear, shading, pile reversal, flattening, or changes caused by use are not considered faults.

5. Refund Processing

• Refunds, where applicable, will be issued to the original payment method.

• Please allow 5–10 business days for the refund to appear in your account depending on your bank or payment provider.

6. Customer Responsibility

• Customers are responsible for providing accurate measurements, following installation guidelines, and preparing rooms appropriately.

• Carpetly is not liable for costs associated with incorrect measurements, self-fitted products, or unprepared installation spaces.

7. Contact Us

If you wish to discuss a refund or return, please contact our team:

📧 info@carpetly.co.uk
🌐 www.carpetly.co.uk
📞 01202 123456

Carpets. Made Easy.