Terms of service

TERMS & CONDITIONS

Overview

This website, www.fenstoncarter.co.uk, is operated by Fenston Carter LTD. Throughout the site, the terms “we”, “us” and “our” refer to Fenston Carter LTD.

By visiting our site and/or purchasing products from us, you agree to be bound by these Terms & Conditions, together with our Returns Policy, Shipping Policy, and Privacy Policy.

We reserve the right to amend these terms at any time without notice. Continued use of the website constitutes acceptance of any revised terms.

ORDERS & ACCEPTANCE

All orders are subject to acceptance, availability, and supplier confirmation.

Receipt of an order confirmation email or payment confirmation does not constitute final acceptance of your order. Orders are only deemed accepted once goods have been dispatched or specifically confirmed by us in writing.

We reserve the right to:

  • refuse or cancel orders at our discretion;

  • limit quantities;

  • cancel orders affected by pricing errors;

  • cancel orders due to supplier shortages or discontinuation;

  • issue refunds where fulfilment is not possible.

PRICING & SUPPLIER CHANGES

While we make every effort to maintain accurate pricing, all prices remain subject to supplier confirmation and market conditions.

Prices may change after purchase due to circumstances outside our control including:

  • supplier price increases;

  • fuel surcharges;

  • import duties;

  • freight increases;

  • currency fluctuations;

  • raw material shortages;

  • transport disruption;

  • manufacturing delays;

  • war, sanctions, strikes, pandemics, or exceptional global events.

In these circumstances, we reserve the right to:

  • revise pricing;

  • offer alternatives;

  • delay fulfilment;

  • or cancel and refund the order in full.

Refunds issued in such circumstances constitute full settlement and no additional compensation shall be payable.

PRODUCT AVAILABILITY

Products displayed online may not always be held in stock and may be supplied directly from manufacturers or third-party distributors.

Certain products may become unavailable, delayed, discontinued, or withdrawn without notice.

We reserve the right to cancel and refund any order affected by stock shortages or supplier issues.

FLOORING PRODUCT INFORMATION

Many flooring products including wood, sisal, wool, vinyl, marmoleum, LVT, cork, and natural materials may vary in:

  • shade;

  • colour;

  • texture;

  • weave;

  • pattern;

  • finish;

  • backing;

  • batch.

Samples, room visuals, and website images are indicative only and cannot guarantee an exact match.

Customers are strongly advised to order sufficient quantities for the entire project at the same time, as batch variations may occur between production runs.

Dimensional tolerances may apply to certain products and natural materials.

CUSTOMER MEASUREMENTS

Where products are ordered using measurements supplied by the customer or third party, responsibility for accuracy rests solely with the customer.

We accept no liability for shortages, overages, fitting issues, or wastage arising from incorrect measurements.

DELIVERY & LEAD TIMES

Delivery times are estimates only and are not guaranteed.

We are not liable for delays caused by:

  • suppliers;

  • manufacturers;

  • couriers;

  • customs;

  • weather;

  • strikes;

  • transport disruption;

  • or circumstances beyond our reasonable control.

Products may be delivered in multiple shipments from separate warehouses or suppliers.

Customers must ensure:

  • safe delivery access;

  • sufficient space for delivery;

  • and that someone is available to receive the goods where required.

Failed deliveries or redelivery requests may incur additional charges.

Customers are strongly advised not to book installers, contractors, accommodation, furniture removals, or related services until all goods have been delivered and inspected.

We accept no liability for costs arising from delayed deliveries.

INSPECTION OF GOODS

All goods must be inspected immediately upon delivery and prior to cutting, fitting, or installation.

Any shortages, damages, defects, or discrepancies must be reported to us in writing within 48 hours of delivery and accompanied by photographs where applicable.

No claims relating to visible defects, damage, incorrect goods, or shade variation can be accepted once products have been:

  • cut;

  • fitted;

  • installed;

  • modified;

  • or otherwise used.

INSTALLATION RESPONSIBILITY

It is the responsibility of the customer and/or installer to ensure:

  • the product is suitable for the intended environment;

  • the subfloor is dry, level, and structurally sound;

  • moisture testing has been carried out where appropriate;

  • underfloor heating systems are suitable;

  • acclimatisation guidance has been followed;

  • correct adhesives and installation methods are used.

We accept no liability for:

  • fitting costs;

  • uplift costs;

  • labour charges;

  • contractor fees;

  • installation failures;

  • moisture-related issues;

  • subfloor movement;

  • adhesive incompatibility;

  • or consequential losses arising from installation.

Manufacturer installation instructions must always be followed.

BESPOKE & NON-RETURNABLE ITEMS

The following products are considered bespoke, made-to-order, cut-to-size, or special-order items and are strictly non-returnable and non-refundable once production, cutting, ordering, or preparation has commenced:

  • stair runners;

  • carpets cut from rolls;

  • marmoleum;

  • bespoke rugs;

  • stair rods;

  • custom-finished products;

  • special-order flooring;

  • made-to-order materials.

This does not affect your statutory rights in relation to faulty or incorrectly supplied goods.

RETURNS & CANCELLATIONS

Standard stock items may be returned within 30 days of receipt subject to:

  • prior written approval;

  • a restocking fee of up to 25%;

  • return carriage at the customer’s expense;

  • goods being unused and unopened;

  • goods being in original packaging and suitable for resale.

We reserve the right to refuse returns which arrive:

  • damaged;

  • incomplete;

  • opened;

  • poorly packaged;

  • or unsuitable for resale.

Orders cancelled prior to dispatch may be refunded in full unless special-order goods have already been committed to production or ordering.

COLLECTIONS

Customers collecting goods do so at their own risk.

Goods must not be collected without prior written confirmation that they are ready.

Where customers arrange third-party collection or couriers, responsibility for collection accuracy and transportation rests entirely with the customer.

PAYMENT & OWNERSHIP

All goods remain the property of Fenston Carter LTD until paid for in full.

We reserve the right to withhold dispatch or cancel orders where payment has not been received or payment terms have not been met.

LIMITATION OF LIABILITY

To the fullest extent permitted by law:

  • our total liability shall not exceed the total value of the goods supplied under the relevant order;

  • we shall not be liable for indirect, consequential, incidental, or commercial losses;

  • we shall not be liable for labour costs, accommodation costs, project delays, installer fees, or loss of earnings.

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded under English law.

WEBSITE INFORMATION

While we make every effort to ensure website accuracy, occasional errors may occur relating to:

  • pricing;

  • stock levels;

  • descriptions;

  • lead times;

  • specifications;

  • or imagery.

We reserve the right to correct errors and cancel affected orders.

CHARGEBACKS & DISPUTES

Customers agree to contact us directly in the first instance to allow us the opportunity to resolve any issue before initiating chargebacks or payment disputes.

Fraudulent or abusive chargebacks may be challenged using delivery records, correspondence, tracking information, and supplier documentation.

GOVERNING LAW

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

Any disputes shall be subject to the exclusive jurisdiction of the English courts.

CONTACT

Fenston Carter LTD
Zeal House, Unit 11, 8 Deerpark Road, Colliers Wood, London. SW19 3UU Tel: 0208135 9452

Email: info@fenstoncarter.co.uk