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Please find below information relating to the terms and conditions which are applicable when you enter into a contract with Tapi Carpets & Floors. These will apply when an order has been placed even if only a deposit has been made within a store. You should check the details of your order carefully including these terms and conditions and if you have any queries, please raise these immediately with a sales representative. Please note that any revisions to your order may incur further costs. Your rights: it is our responsibility to supply you with goods and services which meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us via the “contact” page on our website.
Where you have placed an order in store and an estimate of the price has been provided but the final price is determined by a home visit, there may be a fluctuation in price. Following the home visit, if the price is lower than the estimate, your contract will reflect the lower price. If the price is higher by 15%, you will be able to cancel the order and receive a refund of any monies you have paid, provided you have not already instructed us to proceed with the order.
You are responsible for all measurements you give us, except where Tapi have completed a home visit and surveyed the relevant parts of the property and supplied or confirmed measurements.
Subject to status and affordability and a credit check. Terms and conditions apply. Tapi Carpets & Floors Ltd Firm Ref No. 706358. Registered Office: 1a Spur Road, Orpington, Kent, BR6 0PH. Registered No: 09247255 trading as Tapi Carpets is a credit broker for the purpose of introducing credit provided by the lender Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC. Authorised and Regulated by the Financial Conduct Authority.
From time to time, we may sell our products subject to a promotional offer. Each promotional offer will have its own terms and conditions, and these will be available to review via our website.
A price promise is offered on fully fitted carpet order only and is not valid on laminate, luxury vinyl tile, vinyl, or engineered wood products.
In the home & online purchases (Cancellation Rights for Online and Home Purchases Only – this does not apply to in-store orders)
Customers who buy online or at home where no store visit takes place have a 14-day cooling off/cancellation period. Tapi reserves the right to release the customer’s order to the manufacturer upon expiry of the 14-day period, if no cancellation request is received.
If the customer wishes the work to start before the 14-day cancellation period has finished, they can let us know and we will start the order. It is important to note that if the customer requests the work to start within the 14 days, they do not waiver their right to cancel but if cancellation is received within this time, Tapi reserves the right to request payment for any costs Tapi has incurred prior to this point, up until the point cancellation is received.
If the installation is completed within the 14 days, the customer no longer has the right to cancel, and full payment would be required either by the finance agreement or another payment method.
Finance cancellation
Where payment is made via a finance agreement, our finance service provider will allow a cancellation of the credit agreement only within the first 14 days. If you choose to cancel your finance credit agreement within the first 14 days, an alternative payment method must be provided to settle the outstanding balance of your order.
If a refund becomes necessary, it will be made to the person named on the sales confirmation or invoice, but credit/debit card refunds can only be made to the same account of the original card used at the time of purchase.
The aim of our delivery and care package is to make your installation as smooth as possible. Within this package, we include the delivery of your order, the removal and replacement of a reasonable amount of emptied furniture and the removal and disposal of off cuts as well as a vacuum. We will also provide a maximum of 8 weeks of storage for your new purchase from order date. Not included within this package is the uplift or disposal of your old flooring although these services can be purchased separately and arranged by us with independent fitters. Whilst the fitters will move a reasonable amount of emptied furniture, they are unable to move heavy items such as grand pianos or the like, for obvious reasons, as well as white goods. We will need to be made aware, at the time of purchase, if any items require more than one person to be moved safely. The customer utilises the assistance of the fitter for the movement of furniture at their own risk and the fitter is not liable for any accidental damage which may occur during the movement of your furniture.
Please check that the goods you received are the ones you ordered. Check they are for the correct colour, size, and options selected, and that they are examined for apparent faults or damage at the time of delivery and before installation. If on inspection you have any doubts, please contact the store as soon as reasonably possible.
All goods must be fully paid for before installation, delivery or collection can be made. If you are arranging for the installation via your own third-party fitter, please ensure sufficient time is allowed for both the inspection of the goods to take place as well as any acclimatisation needs as per the manufacturer’s instructions.
In all cases, genuine complaints will be dealt with in good faith, but your rights may be adversely affected if you do not contact us as soon as possible. All delivery and fitting dates are estimates and are given in good faith. Exact arrival and completion times cannot be guaranteed due to the nature of the work.
Where Tapi has been asked to help arrange for your flooring to be fitted, Tapi acts only as your agent in making an introduction to a fitter, and a fitting arrangement service per m2 is chargeable for that introduction service. This includes introducing you to an independent flooring fitting specialist and helping put in place the separate contract for installation between you and them. It also includes offering a pre-cut service, which the fitter may choose to use at their own discretion to help prepare for their visit, and operating a feedback and resolution process so that, on the rare occasion a concern is raised about a fitting, Tapi can help facilitate a resolution between you and the fitter.
The fitter decides how, when and by whom the installation work is carried out, and remains responsible for the standard of that work. Tapi retains responsibility only for the products it supplies. Where Tapi has made the introduction to the fitter, Tapi will act as a facilitator to help resolve issues raised about delivery or installation, but liability for the performance of the installation itself sits with fitter as an independent business, under their separate contract with you.
Fitters are independent businesses
Fitters introduced by Tapi are independent, self-employed contractors or businesses in their own right. They are free to accept or decline any job offered to them, may send a suitably qualified substitute or subcontract the work, use their own tools, equipment and vehicles, are free to carry out work for other retailers or customers, are not subject to fixed hours or exclusivity, and carry their own insurance and bear their own financial risk, including the cost of correcting their own errors.
Fitting is chargeable and payable to the fitter separate from your Tapi contract and must be paid directly to the fitter on the day of installation.
Where carpets are to be fitted in the hall and stairs an additional fee is made to reflect the additional fitting work involved in these areas. These charges are payable directly to the fitter and are shown separately on your sales confirmation or invoice. The fees quoted are for the goods shown on the order only.
Fitters undertake to carry out their work with reasonable skill and care, but on rare occasions home decor may be marked or scuffed during the fitting process. New paintwork and wallpaper are especially vulnerable and should be allowed to dry fully. A minimum of 72 hours is recommended and when high gloss paint has been used, please allow 7 days. Tapi does not undertake to carry out any redecoration. Fitters do not undertake to carry out redecoration either, except where damage has been caused by accidental damage. It is the responsibility of the customer to make the fitter aware of any known hazards or issues which may affect their ability to complete the installation.
The 5-Year Fitting Guarantee gives you peace of mind that your flooring has been installed to a high standard. The guarantee is valid where flooring is purchased together with new and appropriate Tapi accessories and underlay, the fitting service is arranged by Tapi using a recommended fitter and any recommended subfloor work has been completed prior to installation.
On the day of fitting, you will be asked to sign a satisfaction note for our records.
If a fitting-related complaint is raised, Tapi will arrange for a home inspection to assess the issue and coordinate with the fitter to agree next steps. Where possible, the fitter will carry out remedial work to resolve the problem, in accordance with their own contract with you. If the issue is confirmed to be fitting-related and cannot be remedied, Tapi will replace the affected flooring only, as the goods supplier.
Please note that the guarantee is non-transferable and applies only to the original customer named on the invoice. The guarantee is not valid for commercial flooring orders.
Doors, kitchen kickboards and plinths may need to be trimmed to allow sufficient clearance. This is not considered to be part of the fitting work unless specifically agreed in advance. Fitters may need to remove doors to facilitate fitting and where necessary, leave them ready for you or your appointed carpenter to carry out the trimming and rehanging at a later date. Some doors, such as fire doors, may not be suitable for modification or need to be carried out by a door easing specialist.
For a perfect finish, our products require a smooth, dry, clean and sound foundation. Our home consultant or estimator will not be able to ascertain if your subfloor requires extra preparatory work if your existing flooring is in situ at the time of the inspection. If we are arranging the installation of your flooring, our home consultant, estimator or the fitter may advise that some remedial work is needed such as smoothing compound or ply boarding before your new floor can be fitted. These additional costs are to be met by the customer. This may delay the original installation of your flooring whilst this work is undertaken. Uneven floorboards and surfaces, if left uncorrected by the customer, can affect the appearance of your new flooring.
In the majority of cases, fitters will be able to assist to resolve the issue, but a fee may apply. It may, on the rare occasion, be necessary to involve the services of a specialist contractor. A quote which estimates the cost of subfloor preparation is provided within the installation service; however, the subfloor may not be visible at the quotation stage. If, upon inspection by the fitter, more work is required to ensure the flooring can be laid to the manufacturer’s specification and this is declined by the customer, the fitter will leave the flooring in the customer’s home. If the fitting service cannot be completed due to the works needed to correct subfloor issues, the customer is free to obtain quotations from other fitting contractors to install the flooring at their own risk. The contract with Tapi is deemed to have been concluded upon acceptance of the flooring and will be considered ‘supply only’.
Samples
The samples we display in our stores are intended to give a general impression of the colour and pattern of the carpet. When fitted in a larger area some patterns and seemingly random blends of yarn can have an inherent striped effect, or additional patterns and colours which may not be obvious from the sample. Colours vary from batch to batch and exact matching between separate pieces (especially from multi-width rolls) cannot be guaranteed.
Measurement Tolerance
All carpets are cut at 10cm intervals with a minimum order length of 1 metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. If your room is close to the nominal width of the carpet, please allow for extra in case a join is required.
Pole Marks
During transportation and storage, the pile may become flattened slightly and this will show as shaded bands across the pile or as a ‘pole mark’. These will disappear as the carpet settles into its new environment and the pile is flexed through regular use and vacuum cleaning. If the lines do not disappear within a three-week period, please contact the store.
Pile Flattening
Carpet is a soft, luxurious product and flattening of the pile will occur. Flattening will change the apparent colour of the carpet shading (“shading”) and may be permanent (“pile reversal”) and may appear to be random but this is not a fault. Areas where foot traffic twist and turns are especially prone to changes in appearance. High traffic areas such as in front of chairs, beside the bed and in doorways are relevant examples of where the deterioration of appearance may occur.
Underlay
All carpets benefit from the use of good quality underlay. Re-using existing underlay may result in abnormal flattening of the pile.
Cleaning
We recommend the use of vacuum cleaners with rotating brushes on cut pile carpets and suction only for loop pile carpets. Deeper pile saxony carpets will require additional vacuuming. For further information, please consult our flooring care guide.
Measurement Tolerance
All vinyl flooring is cut at 10cm intervals with a minimum order length of 1 linear metre. All sizes are approximate and within a tolerance of plus or minus 1.25% in accordance with British Standard BS3655. If your room is close to the nominal width of the vinyl, please allow extra material.
Installation & Maintenance
If you require the installation of your vinyl flooring below non-integrated appliances, please ensure these are removed from the room prior to the fitter’s arrival. For further information, please consult our flooring care guide.
Samples
Our in-store samples show only a small part of the overall design as this will have been taken from a larger piece. There may be a significant variation in the colour and design of your floor due to the random nature which occurs with wood and other natural materials, from which the design has been taken. We believe this enhances the natural look and overall appearance of our floors.
Installation & Maintenance
The supplier’s fitting and maintenance instructions should be carefully followed to prevent swelling of the joints or other expansion problems. Laminate and engineered wood flooring will be affected by moisture; wet mopping will likely damage the flooring beyond repair. For further information, please consult our flooring care guide.
Measurement Tolerance
Whilst many of the products we sell are available to purchase in square metres, our luxury vinyl, laminate flooring and engineered wood products are purchased by the box. When estimating appropriate floor coverage for your installation, we will apply a percentage between 5-15% (rounded to the nearest box) to your order to allow for colour matching between boxes and wastage during fitting. In the case of a herringbone installation, this tolerance may be increased further based on the manufacturer’s recommendation. If a subsequent order is placed, we cannot promise this will be supplied from the same batch as previously supplied.
It is the policy of Tapi Carpets & Floors Ltd to change the name of all products to ensure each has a unique name within our product ranges. Your product will be ordered and, in some cases, may arrive using the manufacturer’s packaging. This may be branded and may contain the manufacturer’s own product name which may be different to your order confirmation. This method of amending product names is a standard industry practice.
We are responsible for ensuring that the goods we supply are of satisfactory quality, conform to the sample and are fit for the purpose for which they are sold. Certain products have additional guarantees provided by us or the manufacturer. Where they are provided by the manufacturer, we accept no responsibility for these additional warranties or guarantees. All manufacturers’ wear guarantees do not relate to the appearance of the product but are specifically in relation to being ‘threadbare’. The appearance of your flooring may deteriorate or vary depending upon your usage, demands and aftercare. Any damage which has occurred due to negligence, malice, removal, fire, water damage and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method are not covered by the warranty.
Last updated: 14/09/2026
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