Terms & Conditions

Cosy Carpets & Flooring is a franchise brand. Different stores may be operated by different companies trading under the Cosy Carpets & Flooring name.

Where your order is placed with a specific store or franchise location, your contract is with the company operating that store, unless stated otherwise on your quotation, invoice or order paperwork.

Cosy Carpets & Flooring Limited is registered in England and Wales under company number 16182595. The registered office is 77 Midland Road, North Walsham, Norfolk, England, NR28 9JR.

You can contact us by telephone, email, in-store, or by writing to the address shown on your quotation, invoice or order paperwork.

Any quotation we provide is valid for 14 days from the date it is issued, unless we agree otherwise in writing.

A quotation is not a confirmed order until you confirm that you wish to proceed and we accept the order. We may accept your order by taking a deposit, creating a sales order, ordering stock, reserving products, arranging fitting, or confirming acceptance in writing.

We require a 50% deposit before creating a sales order. The remaining balance must be paid in line with the payment terms shown on your quotation, invoice or sales order.

We may refuse or cancel an order if a product is unavailable, discontinued, incorrectly priced, incorrectly described, or if we cannot reasonably fulfil the order.

Product images, samples and website photographs are provided for guidance only. Colours, shades, patterns, textures and finishes may vary due to lighting, screen settings, manufacturing batches and supplier tolerances.

Flooring products may vary slightly between batches. We recommend ordering all required flooring at the same time to reduce the risk of colour or batch variation.

If you provide your own measurements, you are responsible for making sure they are accurate. If products are ordered, cut or supplied based on measurements you provide, we are not responsible for errors caused by incorrect measurements.

If we measure your property, you must tell us about anything that may affect the order or fitting. This includes uneven floors, damp, restricted access, furniture, appliances, door clearance, building work, underfloor heating or previous flooring issues.

We aim to offer competitive prices and may price match where a genuine like-for-like comparison is available.

A price match must be against another company that has a physical registered store or showroom location and provides a publicly available online price.

The comparison must be for the same product, not a similar product. This includes the same brand, range, colour, width, quality, specification and quantity.

We compare the full overall cost where relevant, not just the headline product price. This may include flooring, underlay, fitting, delivery, accessories, gripper, door bars, uplift, disposal, screeding, subfloor preparation and any other required work.

You may be asked to provide proof of the competitor's price, such as a website link, written quotation, screenshot or invoice.

Price matching must be requested before the order is confirmed. We do not have to apply a price match after a sales order has been created.

We may refuse a price match where the comparison is not clear, current, genuine or like-for-like. We may also exclude clearance stock, damaged stock, discontinued products, trade-only prices, pricing errors, expired offers, marketplace sellers, auction sites, private sellers and online-only sellers without a physical registered store or showroom.

We accept payment by card, cash and Klarna, subject to availability and approval where applicable.

Klarna payments are subject to Klarna's own terms, conditions and approval process. We are not responsible if Klarna declines, delays or withdraws a payment option.

A 50% deposit is required before we create a sales order. The remaining balance must be paid as agreed on your quotation, invoice or sales paperwork.

Fitting charges may be payable separately, either to Cosy Carpets & Flooring or directly to the fitter, depending on how your order has been arranged.

If payment is overdue, we may pause delivery, fitting, future work, paperwork or further services until payment is received. We may charge interest on overdue amounts at 4% above Barclays Bank plc base rate.

Delivery and fitting dates are estimates unless we confirm in writing that a date is guaranteed.

We are not responsible for supplier speeds, supplier delays, manufacturer delays, transport delays, stock delays, discontinued products or other delays outside our direct control.

If a supplier delay affects your order, we will update you where reasonably possible. We will not be liable for losses caused by supplier delays, provided we have acted reasonably.

Fast fitting, including any 48 hour fitting offer, is subject to product availability, store stock, fitter availability, customer availability, suitable access, suitable subfloor conditions and payment being made when required.

You must make sure the property is ready for fitting. This includes providing safe access, clearing rooms where required, removing fragile or valuable items, and making sure any agreed preparation work has been completed.

If fitting cannot take place because the property is not ready, access is unavailable, the subfloor is unsuitable, or required information has not been provided, we may charge reasonable costs for wasted time, storage, redelivery or rearranged fitting.

Subfloor preparation, screeding, plyboarding, uplift, disposal, furniture moving and door trimming are only included where specifically stated on your quotation or invoice.

You may ask to change or cancel your order, but this depends on the stage of the order and the type of product.

Once products have been ordered, reserved, cut, made to measure, specially ordered or allocated to your order, cancellation may not be possible without charges.

If cancellation is accepted, we may deduct reasonable costs already incurred. This may include supplier charges, restocking fees, cutting costs, delivery costs, administration costs or fitting-related costs.

Products that are cut to size, made to measure, specially ordered or ordered to your specification cannot usually be returned unless they are faulty or incorrectly supplied.

Returned goods, where accepted, must be unused, undamaged and in their original condition.

If there is a problem with your product or fitting, you must contact us as soon as possible so we can review the issue.

We may need to inspect the product, fitting area, subfloor, photographs or other evidence before deciding what action is appropriate.

Where there is a valid fault or issue caused by us, we may offer a repair, replacement, refit, price reduction or refund depending on the circumstances.

We do not provide additional warranties beyond your statutory rights.

We are not responsible for problems caused by normal wear and tear, misuse, accidental damage, incorrect cleaning, pets, water, damp, dragging furniture, castor chairs, stilettos, poor maintenance, underfloor heating misuse, unsuitable subfloors, building movement, third-party work, or incorrect measurements provided by you.

Your statutory rights are not affected.

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill.

We are not responsible for losses that are not foreseeable, business losses, loss of profit, loss of opportunity, inconvenience, supplier delays, or losses caused by events outside our reasonable control.

Unless agreed in writing, products are supplied for domestic household use only. We are not responsible for commercial, rental, resale or business use unless this has been agreed before the order is accepted.

If we cause damage to your property while carrying out work, we will take reasonable steps to repair the damage or compensate you where appropriate. We are not responsible for pre-existing defects, weak flooring, hidden pipes, hidden cables, damp, loose skirting, poor subfloors, old adhesive, previous poor workmanship or hidden structural issues.

Nothing in these terms limits or excludes liability where it would be unlawful to do so.

We use your personal information to process your order, arrange delivery, arrange fitting, take payment, provide customer service and manage our contract with you.

We may contact you by telephone, email, text message, WhatsApp or post in relation to your order.

Marketing messages will only be sent where allowed by law or where you have provided consent. You can opt out of marketing communications at any time.

Your information will be handled in line with our Privacy Policy, available on our website.

Our website is provided for general information, product browsing, promotions, enquiries and quotation requests.

We aim to keep website information accurate, but prices, product details, availability, promotions and offers may change without notice.

Website images and product descriptions are for guidance only and should not be treated as an exact representation of colour, texture or finish.

All website content, including text, images, branding, logos and designs, belongs to Cosy Carpets & Flooring or its licensors. You may view or print content for personal use only. You must not copy, reproduce or use website content for commercial purposes without permission.

We may link to third-party websites. We are not responsible for their content, accuracy, policies or services.

We may transfer our rights and obligations under these terms to another organisation. You may only transfer your rights with our written consent.

If any part of these terms is found to be invalid or unenforceable, the rest of the terms will still apply.

If we do not enforce a right immediately, this does not mean we have waived that right.

These terms are governed by English law. Legal proceedings may be brought in the English courts, or in your local courts if you live in Scotland or Northern Ireland.

Customers should contact us first if they have a complaint or issue, so we have the opportunity to inspect, review and resolve the matter.