Terms & Conditions
Pyramid Carpets is a local family-run company. We have been operating in Sheffield for a number of years and we hope you have a fantastic customer experience when purchasing from us.
We’ve always operated based on trust, a friendly approach and with good manners, and no set of terms and conditions will ever replace that. However, we do think it is useful to be clear about what you can expect from us, and what we expect from you.
If you ever think we haven’t lived up to our side of things, we hope you’ll pick up the phone and speak to us about it. We will always try to help and to rectify any problems, however big or small.
Above all, your rights under The Consumer Rights Act 2015 will be adhered to. These rights are slightly different depending on whether you buy goods only or a service including goods from us, so please take the time to familiarise yourself with your rights. What remains the same whatever you purchase from us, is our commitment to our customers, so please give us a call and we’ll do whatever we can to make sure you get the quality of flooring and customer service which we pride ourselves in. Primarily, the terms and conditions below are for the supply and fitting of flooring.
If you decide to purchase and install the goods without our installation service, then you accept that you do so at your own risk and that you agree to follow all of the installation instructions correctly including ensuring that the floor on which the goods are laid is suitable.
We do not accept any liability for damage to goods caused by faulty or incorrect installation.
Your Order and Payment
When you place an order with us you are accepting these terms.
When you place an order a deposit of 50% of the order price is payable. Please note that we cannot order any flooring or hold any dates in the diary until the 50% deposit has been received. The remainder of the payment is payable at the point at which you arrange the fitting of the floor. If you purchase flooring and arrange fitting at the same time, the full payment amount is due. We reserve the right to charge a 4% surcharge on any late payments.
If you wish to cancel or change your order please contact us as soon as possible. When you order a floor from us, we immediately order it in from the manufacturer and store it until your fitting date. If an order is cancelled you will be liable for any of the costs incurred by us (this may include delivery to return products, cost of stock which cannot be returned and restocking fees charged to us by our suppliers). If carpet has been cut to size it is unlikely that we will be able to return it, so orders cancelled after carpets have been cut will incur the full cost of the carpet, but any fitting charges will be reimbursed unless the cancellation is actioned less than 7 days prior to fitting.
Supply only purchases must be paid for in full at the time of ordering. No flooring will be ordered unless paid for in full. As we order flooring in, we do not accept returns unless faulty so please ensure you are ordering the correct amount of flooring.
Delivery and Fitting
When you place an order with us we will arrange a date for your fitting if material is in stock, or will arrange this on receipt of materials if not – we may sometimes be able to provide estimates and but cannot offer guaranteed times. We will endeavour to keep in touch with you and keep you updated and you can call us on the day of delivery for updates.
We work hard to make sure that the process of fitting your flooring goes smoothly. We cannot accept liability for delayed arrival, but you can be assured that our fitters will complete your work even if it exceeds the expected time allocation. The price you are quoted when you book the fitting is a price for the completed job and not a price per hour or day. We can give you an estimate of how long we envisage the fitting to take but the price will not alter if it takes a shorter time than originally envisaged. Equally, if it takes longer, the price will not alter either (unless additional, unquoted for work is required).
In the unlikely event that there is a delay in us receiving goods from a supplier we’ll let you know what has happened, and if the expected delivery time extends beyond 30 days you can cancel your order and receive a full refund should you so wish. We can offer alternatives, but no retailer would be able to offer the same unavailable product.
We aim to be as competitive as possible on price- if you bring us a written quotation or web quote for the same product and service at a lower price than we quote- we’ll try our very best to match it, however this may not always be possible. When comparing quotations, please ensure the products and services are the same.
If requested, we’ll always send you a clear quote for the work we are going to do, including the fitting. These quotes are valid for three months from the date on the quote. If when we arrive to do the work something has changed this may effect the price of the work to be undertaken, and we will tell you this and issue a new quote if necessary.
We are happy to visit to inspect your room in advance, and to remove the previous flooring (there will be a charge for this- dependent on the type of floor). If you opt to remove the previous flooring yourself we will assume that the sub-flooring is sound and will be suitable for fitting of the new floor. If we quote for your new flooring before the existing flooring is uplifted, then any issues discovered when the floor is uplifted will not have been quoted for and will need to be rectified at an additional cost. We advise that if you choose to uplift your flooring yourself, you do this a few days before we are due to install and therefore you can alert us to any problems in plenty of time. We will be happy to call out and check any subfloor prior to installation, please just ask.
Where we uplift the previous floor we can dispose of this for you, but as we are charged commercial rates to dispose of such waste, it may be cheaper for you dispose of this yourself. Please enquire about a price for this service.
If you suspect that subflooring may be damaged, damp or unsuitable please inform us of this as early as possible so that we can arrange an early inspection and avoid delay to your floor fitting. If a quote for new flooring is provided before the existing floor coverings are uplifted, we will assume that the sub-floor is dry unless notified otherwise.
A damp test will be required prior to installation or certain flooring types – if further remedial work is required then we will provide a quote for this separately. If when we arrive to fit the floor we are unable to do so as a result of something which we think you could reasonably have alerted us to, we reserve the right to charge a call-out fee of £65.
Please let us know if there are electrical wires running under flooring- re-inserting wires after the flooring is fitted is your responsibility, and we can’t be held responsible for damage to hidden wires.
If you would like help to move furniture from your room we are happy to help with this, but please let us know in advance; larger items may require us to bring an additional person and there may be an additional cost for this. We will check this at the point of measure/estimate and provide advice.
We ask that you get any room where flooring is to be installed as empty as possible. Any items that cannot be moved out completely must be emptied (e.g a sideboard full of glasses, underbed storage, wardrobe). We do not accept any liability for breakages where it would have been possible for the items to be removed prior to us arriving to install the flooring.
With regard to kitchen appliances (including plumbed in appliances), we ask that these are removed prior to any fitting if you require the flooring to go underneath them. We are not insured to move appliances so if you leave them in the room and we have to move them in order to install the flooring, then we cannot accept any liability for any damage or breakages caused and there will be a charge for handling appliances. Equally, our fitting teams are not insured or skilled to plumb and un-plumb or indeed connect or disconnect any appliances and we cannot offer this as a service. Appliances must be disconnected prior to installation in every event.
All our fitters will of course work carefully, but the fitting process can on occasion cause marks or scuffs to home décor and this must be expected on some occasions. Flooring of all types is big and bulky and whilst every effort will be made to protect your décor, mistakes and therefore minor damage can sometimes occur. Pyramid Carpets nor the fitters can be help liable for minor damage, but we will investigate and liaise with any fitter should you believe the damage to be as a result of neglect.
New paintwork and wallpaper is especially vulnerable and should be allowed to fully dry. A minimum of 3 days is recommended – so please don’t paint the skirting (or anything else) just before we arrive! We don’t undertake to carry out any redecoration, except where damage has been caused by our negligence. Please note that we cannot fit your flooring if there are any other trades working in your room.
Doors & kitchen plinths may need to be trimmed to allow clearance. This is not part of the fitting service .Equally, we cannot be held responsible should your new flooring create a gap under a door / plinth / skirting boards (i.e. your new flooring is thinner than the old flooring). If this is something you are concerned about, please discuss this with us prior to accepting the quote. We have a joiner whom we can put you in touch with to remedy any problems, but this will incur additional charge.
Carpet orders will be planned by our estimator to minimise waste as much as and wherever possible. The waste will be left with you on site if requested and our fitters will endeavour to check if you would like to keep any large pieces and will take away and dispose of as much of the small waste cut offs and pieces as possible. Carpet waste is part and parcel of pre-set width rolls and cannot be avoided. Pyramid Carpets will not be liable or responsible for the cost of any waste materials.
We will order your flooring from the manufacturers based on the sample you choose. Manufacturers supply flooring which matches the samples, within agreed tolerances. If for any reason you are not satisfied that the flooring matches the samples you viewed we will support you in having any variance assessed by the manufacturers.
We offer a free measurement service prior to fitting, and will order products based on our measurements. If you opt to order based on your own measurements then you are responsible for ensuring that the quantity of floorcovering ordered is sufficient for your room. Any issues with customer measurements (eg short carpet or not enough hard flooring) will not be the responsibility of Pyramid Carpets and the cost of rectification will be the responsibility of the customer. We would always prefer to measure ourselves to put the onus on us on every occasion.
All carpets benefit from the use of a good quality underlay and we will inspect existing underlay and specify replacement if necessary. Re-using existing underlay may result in abnormal flattening of the pile.
Plain carpet is subject to shading due to pile pressure. This is a characteristic of this type of carpet and does not affect the durability of the carpet. Patterned carpet will not be automatically matched in doorways unless specified by the customer as this will generate considerable waste.
Please tell us (in the shop or when we come to measure) if you are concerned about your choice of flooring and your pets and we can try and advise accordingly. However your pet’s behaviour is ultimately your responsibility and we cannot be held liable for any damage caused to your new flooring by one of your pets.
After Sales Service
.If you require any help after you have made your purchase, or have any questions at all, please contact us.
If you are unhappy with any aspect of our service please contact us and we will aim to resolve any issues. Any cosmetic faults in the flooring must be reported within two weeks of fitting. If we feel it is necessary that an independent party inspect the work, we will arrange for a member of one of the industry bodies or the manufacturer of the product to visit and inspect the work.
Our installations carry a 12 month fitting guarantee. Product guarantees will be product/manufacturer dependent