Our terms and conditions will be emailed to your provided email address as part of your order confirmation. Please see main points immediately below as well as the full terms underneath -
This website is owned and operated by Burts Online Ltd and all orders are subject to UK law and the Distance Selling Regulations, our registered office is at Union Street, Middlesbrough, TS1 5PW and are registered in England 01330998.
We process orders as they are received on usual working days Monday to Friday not including Bank Holidays..
We require payment of the whole of the price for the goods that you order before your order can be processed. Once payment information and order details have been received we will confirm that your order has been received and will then process the order, you will receive an email to this effect. Acceptance of your order and the completion of the contract between us (Burts Online Ltd) and you (the customer) will take place once the goods have been paid for in full and dispatched by us. Any email, order confirmation or other electronic acknowledgement by us of receipt of an order or payment does not constitute our acceptance of your order. In the event that there are any errors regarding price or description, we reserve the right to notify you as soon as possible and give you the option to proceed with this revised order at the correct price/description or to cancel the order. In these circumstances, upon cancellation, your payment method will be refunded in full.
We can not accept any claims for consequential loss for late delivery, damaged or faulty goods or errors or emissions. We would recommend that all products are checked for size, colour and quality ordered before cutting into the product as returns can not be accepted once the product has been cut. In any event we limit our liability to the replacement of the supplied product only and can not re-imburse any costs other consequential costs including fitting or floor preparation.
Price & Payment
Prices quoted on the web site include VAT at the current rate but maybe subject to a delivery charge (this will be clear on the checkout page). Quoted prices do not form part of a legally binding contract until our acceptance of your order.
Cancellation & Returns
PLEASE NOTE – if you are ordering a carpet (not including remnants), vinyl or rubber flooring these items are classed as a bespoke order item and is cut specifically to your specification and this makes cancellations and returns difficult (this applies to flooring bought in shops as well as online).
If for some reason you wish to cancel your order before delivery please let us know as soon as possible. If the goods have not been cut to your size we will cancel your order and refund full payment via your chosen payment method.
If the goods have already been cut we may still be able to cancel the delivery, however, you will still have incurred a re-stocking fee to cover the costs associated with a bespoke order. This re-stocking fee will be 25% of the purchase price of the goods. The balance of the account minus the re-stocking fee will be refunded via your original payment method.
If within 30 days of receipt of goods you wish to return any items then this can be done. Please note carpets and vinyls will be subject to a bespoke cutting charge as detailed in the terms and conditions (the bespoke charge does not apply to remnants or standard rugs).
You are responsible for the return shipping. You can arrange the return delivery or we can do it for you. Please note return deliveries are considerably more expensive than the original delivery cost as it is a “one off” collection rather than the courier picking up hundreds of items from our warehouse at one time. If you would like us to arrange the return we can do this for you and the cost is £20.00 for a rug and for carpets or vinyl it is £50.00 for the first item and £30.00 for subsequent items. The full value of the original order (including original delivery fee) will be refunded less the re-stocking fee as detailed in the terms and conditions and the return shipping cost.
We regret that we cannot accept returns once the item has been cut into or used in any other way.
If an item is faulty we will ask for a picture to be emailed to identify the problem. Faulty goods will be collected free of charge and replacement items then sent.
On many products featured on our site we show an RRP - this Recommended Retail Price is the typical price you would find in a high street shop. Many of these RRP's are also based on the manufacturer suggested price. The RRP is not a "Was" price and does not constitute a sale situation.
If the product you order becomes unavailable we will contact you at the earliest opportunity to arrange a full refund or allow you to select a similar product with any difference in price being collected or returned. We do not supply substitute products without your approval.
Shading and flattening of carpets
In common with all pile fabrics, carpets may shade and show pile reversal. This occurs when the pile is brushed or lies in different directions and therefore reflects light differently. The extent to which your carpet will show the effects of shading depends upon its construction, design and use. Some carpets, such as Saxony, will probably show your footprints and this is a shading effect. This is not a manufacturing defect and will not affect the wear life of your carpet. Carpets will also flatten with time, particularly in high wear areas such as main walkways, stairs and infront of sofas, etc.
A great deal of effort has been made to ensure the colours of carpets shown in photography on this site are as accurate as possible. However, colours may appear slightly different from monitor to monitor. We therefore strongly recommend that you take advantage of our sample service.
If you are concerned about colours please take advantage of our free sample service.
Dye batches can also vary and therefore it may be possible that your carpet or vinyl does vary slightly from the sample in either colour or texture or both.
If you order material from different widths they will come from different batches and will not match - please ask us for advice if you require different widths for the same or adjoining rooms. You will have received a warning that your order has been made up from different widths during the checkout process.
Burts Online Limited and/or our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website.
The use, download, copying, publishing, transmitting, reproduction or otherwise making available any of the material or content contained on this site for commercial purposes is strictly prohibited.
Many of our ranges are held in stock for immediate dispatch but each item lists the earliest day that delivery would be available assuming our supplier has stock. If this date is not available we will contact you to confirm a delay.
Our chosen carriers are national companies and are very reliable. However it is possible for deliveries to be delayed and we would not recommend that a fitter is booked until the flooring arrives. We can not accept any loss for delayed delivery. Delivery is made to 'kerbside' - this means that you are responsible to take the items from the vehicle that is delivering them. Whilst most drivers are happy to help they are not contracted to do so. If you require the items to be taken into your premises please let us know before you place your order and we can arrange a quote for this service.
Our flat fee delivery is applicable to most UK mainland postcodes - if you do have a Highlands or Islands postcode we will contact you with a quote for the additional carriage that will be incurred.
Damage & Shortages
All deliveries are automatically signed for as "delivered in good condition". If the outer wrapping is damaged/ripped past the last layer before the product please sign for it as damaged. The delivery company can not accept a "not inspected" signed for statement. If the outer wrapping is damaged it is more than likely the goods will still be in a suitable condition but we can not accept a claim if the goods are not signed for as damaged. The carrier can not request that you sign for a delivery in good condition if it is damaged.
Any damaged or shortages must be reported to us in writing (email is acceptable) within 7 calander days of the date of the delivery being received. We can not accept any claim for damage or shortages after 7 days.
SHORTAGES - Please note we can only accept a claim for a shortage before the product has been cut into or laid. Please make sure you check the length before you cut the material.
All sizes (width and length) have cutting and manufacturing tolerances of plus or minus 1.25% - this is an industry standard and you must take this into account when ordering.