- Free Home Visit
- No Obligation Quote
- Free Measuring & Planning
- Samples Brought to You
- £1000 Interest Free
- We Arrange Fitting
- Free Home Visit
- No Obligation Quote
- Free Measuring & Planning
- Samples Brought to You
- £1000 Interest Free
- We Arrange Fitting
We want every customer to be happy with their new flooring and the service they receive from Simple Pay Carpets.
Because flooring products are often ordered, allocated, reserved, cut, or prepared specifically for each customer’s property, returns and refunds are handled differently to standard retail products.
Most flooring supplied by Simple Pay Carpets is ordered, cut, allocated, reserved, or prepared specifically for the customer’s property, room sizes, product choice, and installation requirements.
This may include carpet, vinyl, laminate flooring, underlay, accessories, and other materials supplied as part of the installation.
Because these products are prepared for a specific customer and property, they may not be suitable for resale or reuse elsewhere.
Once materials have been ordered, allocated, reserved, cut, or prepared for the customer’s specific order, cancellations, returns, and refunds may not be available unless the customer has a legal right to a refund.
This does not affect the customer’s statutory rights where goods are faulty, misdescribed, or where services have not been carried out with reasonable care and skill.
Deposits are required to secure the customer’s order, reserve materials, cover administration, and begin preparation for the customer’s specific flooring installation.
Once flooring materials have been ordered, allocated, reserved, cut, or prepared for the customer’s specific job, the deposit becomes non-refundable.
This is because materials may be purchased, reserved, cut, or prepared specifically for the customer’s property, room sizes, product choice, and installation requirements.
If the customer cancels before materials have been ordered, allocated, reserved, cut, or prepared, Simple Pay Carpets will review the order and confirm whether any refund is due after deducting reasonable administration costs or costs already incurred.
Where Simple Pay Carpets is unable to fulfil the order, or where the customer has a legal right to a refund, this policy does not affect the customer’s statutory rights.
Where an order is agreed away from our business premises, such as in the customer’s home, the customer may have a 14-day cooling-off period under UK consumer law.
During this period, the customer may be able to cancel the agreement unless materials have already been ordered, allocated, reserved, cut, or prepared, or unless the customer has requested that work, supply arrangements, or installation preparations begin during the cooling-off period.
If the customer asks Simple Pay Carpets to begin work, order materials, reserve products, arrange fitting, or start preparing the order during the cooling-off period, cancellation rights may be affected.
Where materials have already been ordered, allocated, reserved, cut, or prepared for the customer’s specific order, Simple Pay Carpets reserves the right to deduct reasonable costs already incurred from any refund due.
This does not affect the customer’s statutory rights where goods are faulty, misdescribed, or services have not been carried out with reasonable care and skill.
If a customer wishes to cancel an order, they must contact Simple Pay Carpets as soon as possible.
If materials have not yet been ordered, allocated, reserved, cut, or prepared, Simple Pay Carpets will review the order and confirm whether any refund is due after deducting reasonable costs already incurred.
If materials have already been ordered, allocated, reserved, cut, or prepared for the customer’s specific order, cancellation may not be possible without charges being applied.
Simple Pay Carpets reserves the right to recover reasonable costs already incurred as a result of cancellation or changes requested by the customer.
If the order is part of a staged payment plan, refunds and cancellations are subject to the terms outlined in the Staged Payment Supply & Installation Agreement.
Installation will only be scheduled once the required deposit has been paid, the customer has paid the equivalent of two recurring monthly payments towards their balance, and no scheduled payments have been missed.
Customers may be able to have their flooring installed sooner by increasing their initial deposit, making additional payments, or increasing their regular payment amount. Where the required pre-installation payment amount is reached earlier, we may be able to arrange installation sooner, subject to product availability, delivery, and fitter availability.
Once materials have been ordered, allocated, reserved, cut, or prepared, payments made towards the order may become non-refundable where those payments relate to costs already incurred.
If any scheduled payments are missed, reversed, cancelled, or fail before installation, Simple Pay Carpets reserves the right to pause, delay, or reschedule installation until the account is brought back up to date and the required pre-installation payment amount has been met.
If there is an issue with installation workmanship, please contact us as soon as possible.
We will review the issue and, where appropriate, arrange an inspection or coordinate with the installer to resolve the matter.
Where installation work has not been carried out with reasonable care and skill, Simple Pay Carpets will review the issue and arrange an appropriate remedy where required.
This may include correction of the issue, repair, replacement, or another suitable resolution depending on the circumstances.
If a product supplied is faulty or damaged, please contact us as soon as possible.
We will review the issue and may work with the manufacturer, supplier, or installer to resolve the matter.
Depending on the circumstances, this may include:
Replacement materials
Repair or correction of installation
A partial refund
A full refund where appropriate
The appropriate remedy will depend on the nature of the issue, the condition of the product, whether installation has taken place, and the customer’s legal rights.
Flooring samples, images, and product descriptions are provided as a guide only.
Colours, texture, pile direction, pattern, and finish may vary slightly between samples, images, and the final product supplied.
Small shade variations can occur between manufacturing batches and do not usually indicate a fault.
The appearance of flooring can also vary depending on lighting, room layout, pile direction, and surrounding decor.
These normal variations are not usually classed as faults.
Depending on the size and layout of the room, seams or joins may be required.
Where possible, installers will position joins in the most suitable and discreet location, but joins may still be visible depending on the product, lighting, room layout, and pile direction.
Visible joins are not automatically considered a fault.
Where Simple Pay Carpets carries out a home visit, measurements will be taken as part of the quotation process.
If a customer provides their own measurements, the customer is responsible for ensuring they are accurate.
Simple Pay Carpets is not responsible for delays, additional costs, unsuitable materials, or fitting issues caused by incorrect customer-supplied measurements.
Refunds may not be available where an issue has been caused by incorrect measurements supplied by the customer.
Existing flooring removal or installation preparation may reveal subfloor issues or property conditions that were not visible during the initial survey.
This may include uneven subfloors, damaged floorboards, moisture issues, concrete preparation, loose areas, previous flooring or adhesive issues, or other hidden defects.
Simple Pay Carpets is not responsible for pre-existing property issues or hidden defects discovered during installation.
Where additional work is required, this will be discussed with the customer before work continues and may incur additional charges.
If you believe there is an issue with your flooring, materials, or installation, please contact us as soon as possible.
Phone: 0330 133 0085
Email: info@simplepaycarpets.co.uk
Please include your name, address, postcode, order details, and photos where possible so we can review the issue quickly.
Issues should be reported promptly after installation or delivery so they can be reviewed properly.
Nothing in this policy affects the customer’s statutory rights.
Customers may still have rights where goods are faulty, damaged, misdescribed, or where services have not been carried out with reasonable care and skill.
