T’s & C’s

Returns, Refunds and Cancellations


Any floor-covering ordered by the consumer that is not from a stock line should to be cancelled a minimum of 3 days prior to the arranged fitting date to ensure any that the order has not been prepared or pre-cut to the specific size ordered.

Provided this condition is adhered to, any deposit paid will be refunded.

If this condition is not adhered to, then we reserve the right to retain any deposit paid.


Fitting/Installation dates are agreed with the consumer, White Rose Carpets Ltd and a subcontracted installer. If the consumer needs to change an agreed fitting date, White Rose Carpets Ltd require a minimum of 3 working days (Mon to Fri) notice to be given, failure to adhere may incur a cancellation fee.

Returns and Complaints

Any product ordered on behalf of a customer that is not part of any stock line will be treated as a special order.

Special orders are non-returnable unless it can be proved that the item is faulty and proof must be provided by any complaint can be processed.

Should visible or obvious faults be apparent, White Rose Carpets Ltd will follow their supplier’s complaints procedure and will be governed by the supplier’s complaints policy.

Whilst every effort will be made to resolve a complaint in the first instance, it may be necessary for the supplier to determine any fault or complaint is valid, if a replacement product is required, White Rose Carpets Ltd or their supplier may require the return of the faulty item in exchange for the replacement.

White Rose Carpets Ltd will endeavour to resolve any complaints within 30 days where possible.

In an instance where White Rose Carpets Ltd or their supplier determines that any complaint is not warranted then a 3rd party independent inspection could be actioned to resolve any issue,

In the event that a 3rd party independent inspection fails to find a fault with the product then the customer agrees to pay any costs involved, equally if a 3rd party independent inspection rules in the consumer’s favour then all resulting costs will be met by White Rose Carpets Ltd or their supplier.

Any offer made by White Rose Carpets Ltd or their supplier to resolve a complaint and that is accepted by the consumer will be deemed in full and final settlement and the complaint procedure will come to an end and no future complaints will be accepted in relation to the original complaint.

Pile reversal, shading, matting, pooling, watermarking, shrinkage, soiling or damage caused by improper maintenance will not be considered valid complaints.

Size Tolerance 

Whilst every effort is made to manufacture to the correct size, slight variations are unavoidable and a tolerance of plus or minus 1.25% is allowable in accordance with clause 3 of British standards 3655 1974.


Pile Reversal And Shading Issues

Permanent Pile Reversal Shading is a phenomenon that can appear in any cut pile carpet. It’s occurrence is random and it’s causes are largely unexplained.

It is also commonly referred to as watermarking and/or pooling. A cut pile carpet that has “shaded” will show areas lighter or darker than the surrounding carpet pile. This variation is caused by the reflection pf light from pile tufts which come to lay in different directions. Permanent Pile Reversal Shading is not unlike the brushed appearance of other cut pile fabrics such as suede, velour and velvet, although the appearance change in a carpet that has such “shading” will be permanent.

Despite extensive research and development of methods and techniques to minimise the occurrence of shading, the characteristic is not predictable. As Permanent Pile reversal Shading will have some impact on the appearance of a carpet, consumers should consider the possibility that it may occur when buying a pile carpet. Tracking and “foot-marking” may also appear in cut pile carpets, but these are not permanent and should not be confused with Permanent Pile Reversal Shading.

What Is Known about Permanent Pile Reversal Shading

The consensus of expert opinion about Permanent Pile Reversal Shading is that:

  • It can occur in any cut pile carpet (or rug) including hand knotted, tufted, woven, bonded, knitted or hand-made carpets and rugs.
  • It can occur in carpets made from all carpet fibres and blends of different fibres(e.g nylon, wool, acrylic, polyester, polypropylene and their blends)
  • It’s occurrence will not  lead to premature wear of the carpet and it will have no effect on the durability of the carpet
  • It has not been linked to methods of installation

To summarise Permanent Pile Reversal Shading is an inherent characteristic which is unpredictable, an unexplained phenomenon which does not effect the quality or durability of the carpet. It is therefore not considered to be a manufacturing fault.



Please note that before any flooring is installed it is important that the consumer has checked that the substrate in which a new floor is to be laid upon is in suitable and satisfactory condition. Any inspections that need to be carried out is not part of any service offered by White Rose Carpets Ltd.

If any installation is booked and confirmed by the consumer when purchasing any type of flooring product from White Rose Carpets Ltd it will be presumed that all inspections on the substrate have been carried out prior to installation and that the consumer is satisfied for White Rose Carpets Ltd and /or its contractors to install any new flooring on that substrate.

The consumer is responsible if any issues occur after installation of the new floor covering(s) as a result of a problematic substrate. Complaints will not be accepted by White Rose Carpets Ltd.

Stability, loose floorboards, damaged floorboards, rot, woodworm, damp, cracks in concrete or similar substrates, moisture content, protruding nails/screws and unevenness are all issues that should all be inspected visually or by other means.

White Rose Carpets Ltd or its contractors may or may not recommend improvements before installation on a substrate that can be visually seen to be unsuitable. Reboarding, screeding or other methods may or may not be advised to be carried out, the decision for any improvements to the substrate is that of the consumer. White Rose Carpets Ltd may or may not advise to overboard a substrate if it is believed to be essential for either safety reasons or to improve the longevity or appearance of the new floor which is to be installed.

Installation and installers

White Rose Carpets Ltd provide a ‘supply and fit’ or  ‘supply only’ service. The fitting/installation of all floor coverings is undertaken by professional 3rd party installers.