Terms/Privacy

Terms and Conditions

The following Terms and Conditions will explain how we will deal with your order and you should read them carefully. The information is given in good faith and Coe Carpets Limited cannot accept responsibility for any loss or damage arising from the information or its use or misuse.

Estimate

No-obligation estimates are provided free of charge. When an estimate is accepted a deposit invoice will be sent to you as per the detail listed. Goods will be ordered on receipt of payment. Carpets ordered will be cut from a roll to your specific order size. Please see the cancellations section for more details if you require to cancel your order before the fitting date.

Payment

All goods remain the title of Coe Carpets Limited until payment is made in full. Final balance invoices are normally sent on completion of the work. Payment is due on receipt unless otherwise specified on the invoice.

VAT is payable at rates prevailing on the dates payments are made.

Online payments may be made by PayPal, debit or credit card using the link sent by email with your invoice. Payment using debit or credit card can also be taken on site on completion of the work, providing sufficient mobile coverage is available, using a PayPal Here Contactless Chip and Pin Card Reader. All online and PayPal Here payments are processed using PayPal’s secure payment processing system. We do not see, or have access to, any of your payment card information.

Deposit payments will be refunded if the carpet ordered is not available owing to circumstances beyond our control or if delivery is not available within a reasonable time frame.

Fitting

It is the customer’s responsibility to clear rooms of existing carpets, floor coverings, furniture and appliances prior to fitting, unless otherwise agreed. Take-up, removal and moving large items of empty furniture is available and should be discussed prior to booking the fitting date. This does not include white or electrical goods. During cold weather rooms to be fitted should be heated for the duration of the fitting. This ensures that the carpet is acclimatised and fitted in optimal conditions for best results.

Doors may need to be trimmed to allow clearance. This is not part of the standard fitting service unless agreed in advance. If you have fire doors that require trimming, this will need to be carried out by a specialist carpenter and this is not a service provided by Coe Carpets Limited. We are also unable to remove fire doors and so arrangements should be made prior to the fitting date.

Fitting appointments are made in good faith but the exact arrival and duration times cannot be guaranteed due to the nature and unpredictability of the work involved. We cannot accept liability for delayed arrival, but you can be assured that the fitters will complete your work even if it exceeds the expected time allocation.

Fitters undertake to carry out their work with reasonable skill and care, but even with the greatest care home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper is especially vulnerable and should be allowed to fully dry. A minimum of one week is recommended. Neither we nor any fitters undertake to carry out any redecoration, except where damage has been caused by that person’s negligence.

No liability will be accepted for damage to underfloor pipes, wiring or circumstances beyond our control.

Carpets

The samples provided to you are intended to give a general impression of the colour and pattern. When fitted to a larger area some patterns and 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 4m and 5m width rolls) cannot be guaranteed.

During transportation and storage, pile may become slightly crushed and this will show as shaded bands across the pile. These will disappear as the carpet settles in to its new environment and as the pile is flexed through regular use and vacuum cleaning.

Product Guarantees

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 the manufacturer. Some floor coverings have a longer or shorter guarantee period and all guarantee details and periods are shown on the samples provided. This guarantee applies to the UK only.

If at any time during the period of the guarantee the pile of the carpet in any area wears down to the backing as a result of normal domestic use Coe Carpets Limited will arrange for an inspection visit from the manufacturer or an independent inspector via our wholesaler. On approval they will supply a replacement floor covering of the same type or an alternative to the same value from the ranges available at that time. This will not include the costs of fitting.

This guarantee does not cover appearance change, fading, staining, damage or wear due to abuse, misuse or poor maintenance. In addition, for carpets, the guarantee does not cover pile reversal, flattening and shading. The guarantee applies only to the floor covering as originally fitted and will not apply to floor coverings which have been moved, altered or already replaced under the terms of the guarantee. This guarantee is for the original purchaser only and is not transferable.

After Sales Service

If you require any help after you have made your purchase please contact us.

Cancellations

Subject to our wholesalers agreement we may be able to offer a refund of goods paid for on deposit minus any restocking fees and a cancellation charge. Cancellations which have been requested at short notice where the ordered product has been cut to room size by ourselves will not be refundable. Any goods paid for on deposit will be delivered to you. We will advise you of any such charges and you may then decide whether or not you wish to proceed to cancel the order.

Privacy and Data Protection

Coe Carpets Limited takes data protection very seriously. All data is stored and treated with complete confidentiality in accordance with the General Data Protection Regulation (GDPR).

More details regarding use of data can be found in our Privacy Policy.

Privacy Policy

Introduction

Coe Carpets Limited understand that privacy and the security of your personal data is extremely important and we are committed to ensuring that any personal data we collect from you is lawfully managed under the terms of the General Data Protection Regulation (‘GDPR’).

This Policy sets out the basis on how we collect your information, what we do with your information, and what we do to keep it secure. It also explains your rights over any personal information we hold on you and how you can instruct us if you prefer to limit the use of that information.

Coe Carpets Limited will be the ‘Controller’ of the personal data you provide us.

What information do we collect?

Information that you provide us such as name, postal address, e-mail address, phone number. Information about what products and services you have previously purchased from us.

We will only process your personal data for the purposes for which we collected it. If we need to process your personal data for an unrelated purpose, we will provide notice to you and, if required by law, seek your consent.  We gather this information to allow us to make our services available to you and to process your requests accordingly. The information may be used to communicate with you on any matter relating to the provision of the service in general.

We may also use aggregate information and statistics for the purposes of monitoring web site usage in order to help us develop the web site and our service and may provide such aggregate information to third parties. These statistics will not include information that can be used to identify any individual.

We may process your personal data without your knowledge or consent but only where required by applicable law or regulation.

Who might we share your information with?

We may need to disclose your personal data where we are under a legal duty to comply with any legal obligation or in order to enforce/apply our Terms and Conditions.

How we protect your information

All the information you provide to us is stored on our either our secure servers or third party secure servers, namely Intuit Quickbooks and IONOS. We have implemented appropriate physical, technical, and organisational security measures designed to secure your personal data against accidental loss and unauthorised access, use, alteration or disclosure. In addition, we limit access to personal data to third parties that have a legitimate business need for such access.

We require all our third-party service providers to implement appropriate security measures to protect your personal data consistent with our policies. We do not permit our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes in accordance with our instructions.

Rights of Access, Erasure and Objection

It is important that the data we hold about you is accurate and current.

Please keep us informed if any details need to be changed. By law you may have the right to request access to and correct the personal data that we hold about you, or object to the processing of your personal data under certain circumstances. If you want to review, verify, correct or request erasure of your personal data or object to the processing of your personal data, please contact the Company Secretary.

Mrs Claire Coe

Company Secretary

Coe Carpets Limited

27 Selwyn Close

Newmarket

CB8 8DD

email: info@coecarpets.co.uk

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

We may request specific information from you to help us confirm your identity and your right to access, and to provide you with the personal data that we hold about you or make your requested changes. Applicable law may allow or require us to refuse to provide you with access to some or all of the personal data that we hold about you, or we may have destroyed, erased, or made your personal data anonymous in accordance with our record retention obligations and practices. If we cannot provide you with access to your personal data, we will inform you of the reasons why, subject to any legal or regulatory restrictions.

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

How long will we keep your information for?

Except as otherwise permitted or required by applicable law or regulation, we will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Under some circumstances we may anonymise your personal data so that it can no longer be associated with you. We reserve the right to use such anonymous and de-identified data for any legitimate business purpose without further notice to you or your consent.

Changes to Policy

Any changes we may make to our privacy policy in the future will be posted on our website. We will notify you if there are any changes to this policy that materially affect how we collect, store or process your personal data. If we would like to use your personal data for different purposes than those we have notified to you at the time of collection, we will provide you with notice and, where required by law, seek your consent, before using your personal data for a new or unrelated purpose. We may process your personal data without your knowledge or consent where required by applicable law or regulation.

Updated March 2019