CARPET COUNCIL
Guarantees &
Code of Practice
CARPETS INSTALLED IN DOMESTIC
PREMISES
Sponsored by British Carpet
Manufacturers Association & Wholesale Floorcovering Distributors Association
The Principles
1.1 The Scheme consists of-
1.1.1 A two year Guarantee for all carpets
coming within - the scheme in respect of agreed manufacturing faults
(see para 2).
1.1.2 A one year Guarantee for agreed pile reversal
complaints (see para 3).
1.1.3 A Code of Practice for dealing with consumer complaints irrespective of whether
they occur inside or outside the relevant Guarantee period. (see para 4)
1.2 All manufacturers and suppliers of machine-made carpet who agree to be bound by the
Guarantees and Code of Practice will register with the BCMA and WFDA combined
secretariat. There is no requirement for the retailer or consumer to register.
1.3 All retailers who are participating in the Guarantees and Code of Practice will
display a sign or symbol to that effect.
1.4 In addition to fitted carpets, the scheme will apply to unfitted
machine-made carpets, such as carpet squares and rugs.
1.5 The scheme will only apply to machine-made carpet and not to underlay and accessories except where underlay is
intentionally adhered to a carpet during fitting.
1.6 Any carpet fitting accessories damaged as a result of the implementation of the
Guarantees will be the responsibility of the supplier.
Domestic Guarantee
for Agreed
Manufacturing Fault
2.1 Whilst the vast majority of
carpet products are free from manufacturing faults owing to the high level of quality control,
hand finishing may, very occasionally, be appropriate after fitting/supply.
2.2 In the event of an agreed
manufacturing fault becoming apparent within two years from the date of installation and
to minimise further disruption to the consumer, the supplier may, with the agreement of
the consumer, undertake on-site rectification of the problem, provided the supplier is
confident that the fault can be rectified.
2.3 If the consumer does not agree to
onsite rectification or where such on-site rectification did not resolve the complaint to
the consumer's satisfaction, the supplier will provide a replacement carpet. If the carpet
has been discontinued and with the consumer's agreement, a carpet of equivalent quality
will be supplied. Alternatively a full credit of the carpet.
2.4 The supplier will reimburse the
retailer for the specific / direct costs involved in uplifting and fitting
replacement carpets under the Guarantee - provided they are reasonable and have been
agreed with the supplier before the work is undertaken
2.5 As an alternative to
rectification or replacement, the supplier may be willing to offer an allowance against a
faulty Carpet in respect of full and final settlement of the particular complaint
Domestic Guarantee
for Agreed
Pile Reversal Complaints
(‘ Permanent
Shading’)
3.1 Although this problem is not
considered to be a manufacturing fault the trade believes that it has a responsibility to
resolve it for the benefit of the consumer.
3.2 The Guarantee does not apply to ordinary shading (which is temporary)
or tracking (such as caused by concentrated foot traffic around furniture or in doorways).
3.3 A Guarantee will be offered for one year following the date of
installation.
3.4 If pile reversal has been acknowledged by the supplier he reserves the
right to rectify the problem using specialist assistance (or at the suppliers discretion either
replace the carpet or take it back and issue a full credit of the
suppliers invoice).
In the unlikely event of the problem recurring within twelve months
following rectification, the supplier will either supply a replacement carpet of the
same or an equivalent quality without charge or issue a full credit of the suppliers
invoice.
3.6 If the problem recurs in the same position after replacement the
supplier will not consider any further claim.
3.7 As an alternative to 3.4 and 3.5 where the consumer considers it to be
acceptable the supplier may offer an allowance in full and final settlement of that
particular complaint.
3.8 As pile reversal is not considered a manufacturing fault, fitting
charges in respect of replacements become the responsibility
Code of Practice for
Domestic Complaints
4.1 As the consumers contract is with the retailer, the supplier should communicate
with the consumer only through the retailer (other than to make appointments).
4.2 The retailer or his representative, where practical, should Inspect the carpet for
obvious faults or damage before fitting.
4.3 The retailer must inspect consumer complaints and if the retailer considers the
carpet could be faulty, should be
completed and sent by fax (or mail) to the supplier all within seven working days
(consumer permitting). The supplier should acknowledge receipt of the complaint form by
return. A standard form is available for this purpose.
4.4 The supplier should contact the consumer within five working days (consumer
permitting) from receipt of complaint documentation to make an arrangement to inspect the
carpet within ten working days where possible (consumer permitting and retailer agreeing)
and must advise the retailer of the arrangement immediately thereafter, should the
retailer wish to attend.
4.5 Following the inspection the supplier should advise the retailer immediately of the
proposed action in respect of the complaint and report his final decision to the retailer
within five working days of carrying out the inspection unless testing of samples is
involved.
4.6 If the complaint arises after the two years of the Carpet Council Guarantee period
following installation, the supplier will elect to make a charge for inspection which will
be refunded if the complaint is justified.
4.7 Taking into account the varying practices and time scales adopted by the Industry
those set out in this Code represent target expectations. However, any current
arrangements in the supply chain that are better than those described are to be maintained
and improved where possible.
4.8 If the consumer is not satisfied with
the response of the supplier (through the retailer) then conciliation or arbitration
should be sought from an agreed recognised body which will specify how costs should be
apportioned.
Statutory Rights
None of the terms in these Guarantees and Code shall negate the consumers
rights under law.
5.2 Nothing in this document will affect retailers’ contractual
position vis-a-vis their supplier and the document does not constitute part of any
suppliers contract terms.
The Shop Leaflet
CARPET COUNCIL
Guarantees & Code of
Practice
for Carpets
installed in Domestic
Premises
The Carpet Council Scheme provides Guarantees and a Code of Practice for
handling complaints - a procedure which has the backing of Retailers, Manufacturers and
Suppliers.
If a complaint covered by the scheme should arise, you can rest assured
that it will receive prompt, professional attention.
It is important to remember, though, that you must contact your
Retailer immediately you have a complaint about your carpet.
How the Guarantees and Code
of Practice work and what is
involved
A TWO YEAR GUARANTEE
against an agreed manufacturing fault with the carpet installed in your
home. In the unlikely event of such a fault arising within the guarantee period commencing
from the date of supply or installation, an attempt May be made to rectify it on site with
minimal inconvenience. If this does not resolve the complaint, then a further option is
that the Retailer may make an allowance. Alternatively, the carpet may be replaced.
A ONE-YEAR GUARANTEE
against agreed pile reversal for carpet installed in your home.
Very occasionally a phenomenon known as ‘’ may
occur. This is where the natural pile direction, or nap, in cut pile carpets can
completely change direction in areas of the carpet, without the cause being known or
understood, and is not considered a manufacturing fault. In the unlikely event of this
occurring within the first year from the date of supply or installation, an attempt may be
made to rectify it on site with minimal inconvenience, If this does not resolve the
complaint, then a further option is that the Retailer may make an allowance.
Alternatively, the carpet may be replaced. If the problem recurs, however, in the same
position/location after replacement, any subsequent claim would have to be considered
outside this scheme.
Pile
Pressure*/Pile
Pressure*/Shading
All carpets can develop
as a result of normal day to day use. This can be easily explained and may occur in all
textile products. If you have a velvet dress — or curtains — for example, when
you handle them, certain areas appear to change colour as the angle of the pile alters.
The same thing can happen when you walk on a carpet. No matter how a carpet is
constructed, pile pressure*/shading is likely to develop in traffic areas such as
doorways, in front of a sofa, etc. This effect is not covered by the Guarantee.
* This may also be referred to as ‘Tracking’.
A CODE OF PRACTICE
to ensure that if you have a
problem with your carpet, every effort will be made to sort it out. The Retailer will come
to your home to look at the installation and, if he considers that further investigation
is required, he will refer to the Supplier and an inspection will be undertaken. The whole
procedure will be carried out with the minimum of delay and disruption.
Both the Guarantees and the Code apply to participating Retailers,
Manufacturers and Suppliers who have agreed to be bound by the conditions laid down. The
scheme may not apply to all carpets offered for sale by the Retailer - please ask for
details.
Please note the Guarantees and Code of Practice apply to carpets, carpet
squares and rugs.
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