If you have bought a carpet or any other floor covering, it must be:

• Of satisfactory quality.
• Fit for its purpose.
• As described.

If you have only had the carpet a few weeks or haven't had a reasonable opportunity to check it, you are probably entitled to a refund for a fault or poor description, or alternatively you may request a replacement. If you wish to reject the carpet because of a fault or because it does not conform to the standards listed above, and you want a refund, then use our request a reund for faulty goods letter, request a refund for goods not fit for their purpose, or request a refund for goods not matching their description, as needed.

If the fault is only minor and can easily be put right, it is reasonable to accept a repair. You can request a repair from the seller by using our request a repair of faulty goods letter. This repair should be done to a satisfactory standard at no additional cost to you. If the repair is not carried out to a satisfactory standard, then you are entitled to seek a refund. To get your money back in this situation, you can use our letter to request a refund for goods improperly repaired.

If you have had the carpet longer than a few weeks or have had a reasonable opportunity to check it, you are probably still entitled to a repair or replacement. If you would like a repair, you can request one from the seller by using our request a repair of faulty goods letter. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore goods to a satisfactory condition. If the carpet is not restored to a satisfactory condition, you are entitled to a refund and can get one by using our letter to request a refund for goods improperly repaired.

If the carpet cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reduction from the price you paid to allow for the use you have had from the carpet.

If you are out of pocket in any other way, you may be entitled to compensation over and above the price of the carpet. You can use our letter to request compensation for any damage caused by a fault if this has happened to you.

• Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer. If they refuse to sort out your problem, then use our letter to reject a seller's denial of responsibility for faulty goods.
• If you bought on credit, you may be able to claim against the finance company.
• If there is a fault arising from the fitting of the carpet, the trader who sold it to you is only responsible if the fitting was part of the deal, otherwise you should claim against the fitter.
• You have no rights if you choose the wrong size or give the wrong measurements.
• You have no rights if you change your mind.
• You have no rights if you have selected the wrong type of carpet for a particular room.
• You have seven working days to cancel a contract for goods ordered by telephone, mail order, internet or fax, except for those goods which are made to order.
• The wrong choice of underlay can shorten the life of your carpet.
• The particular appearance of a shaded carpet is not generally considered to be a fault.

If you determine that there is a problem with the carpet you have purchased, do the following.

• If you can, try to limit any further wear to the carpet.
• Locate your proof of purchase. If you haven't got a receipt, you can use a credit card voucher or cheque stub. Own-brand goods, something exclusive to one shop or the packaging may prove where you bought the item. If someone was with you when you bought it, they can back you up. Remember it is up to you to show where and when you bought the carpet.
• You will now need to contact the trader straight away and report the problem. If you bought the carpet locally, visit the trader. Take any proof of purchase with you.
• If there are additional problems, contact Qualitas Furnishing Standards, the independent standards body for furniture and floor coverings (including kitchens and bathrooms). Qualitas provides a dispute resolution service and can perform on-site inspections of products. Full details of their service, including a list of current members is available from the Qualitas website.