At Primrose Mill we are determined that your experience will reflect our commitment to delight our customers. To ensure that your purchase goes as smoothly as possible we have produced these guidelines in conjunction with the other advice provided on the site so you will know exactly what to expect from our products and services.

Delivery

A national supply and fit service needs two things.

- Prompt delivery of quality, cost effective carpet
- The availability of high quality fitters

If you are pleased with the samples you may want to order the carpet and we can arrange for delivery but you may also want to take advantage of our national fitting service.

Fitting

Carpet shops will arrange for a fitter to visit you;  A customer can easily measure a room but if the room is not square or is tricky with alcoves and staircases then you may seek reassurance that quantities are correct. This will avoid problems such as falling short causing problems including matching or over-ordering, adding needless cost.

Please refer to the 'delivery details' page for more specific information on the services that we offer.

If the carpets you order are in stock (which most are at all times), they will normally be delivered using our Standard Delivery Service within 7 days from confirmation of order.

For all orders, you will be contacted by one of our team upon receipt of the order to discuss the anticipated delivery time(s). In addition, you will also be contacted at a later stage by our carrier to arrange for a mutually convenient day to make the delivery itself. Unfortunately, timed deliveries are not always possible but we can provide a better estimate of the time on the eve of the agreed delivery date.

In the unlikely event that you experience any problems with your delivery, please contact us and your problem will be resolved.

Payment

Payment using a debit or credit card is required at the time of order. Payment is made using secure online payment methods. If, for any reason, we have not delivered your goods within the agreed time you have the option of a full refund together with our sincere apologies.

Cancellations & Returns

If, for some reason, you need to cancel your order before delivery please let us know as soon as possible as it may incur further costs. If the goods have not been despatched from our warehouse, we will cancel your order and refund payment to your debit or credit card (with any adjustment for costs incurred).

If the goods have already been despatched from our warehouses, we may still be able to cancel the delivery but you will still incur the associated costs. The balance will be refunded.

Inspection

Please inspect your carpet upon arrival before the carpet is fitted

In the unlikely event that your goods are found to be faulty on arrival, please advise us within 14 days of delivery. Your carpet can then be returned for either a full refund or replacement.

For your concerns to be resolved, we may require the benefit of an inspection. We, therefore, reserve the right to have the carpet inspected by an independent carpet inspector before work can be carried out.

Most manufacturing defects can be resolved easily without putting you through the inconvenience of a replacement. Primrose Mill will, therefore, arrange to carry out any necessary remedial work. If your carpet cannot be brought up to the required standard, we will replace the goods that are subject to your complaint.

All our carpets widths are subject to a 1.25% deviation (plus or minus). This is the same with all carpet manufacturers.

All our carpets should be fitted in accordance with British Standards BS5325 in the correct domestic location and should be correctly maintained. Any visual faults should be reported within 14 days.

Please also visit our 'carpet essentials' pages for further advice and guidance on fitting and maintaining your carpet.

Thankyou for choosing to buy your carpet from Primrose Mill.