Terms & Conditons

Terms and conditions

Below are the Terms & Conditions of: Burts Online Ltd

Registered Address: Union Street, Middlesbrough, TS1 5PW

Registered Company Number: 01330998.

This website is owned and operated by Burts Online Ltd and all orders are subject to UK law and the Distance Selling Regulations.

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 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 omissions. 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 reimburse any consequential costs including fitting or floor preparation.

Price & Payment

Our prices are inclusive of VAT and are subject to a delivery charge at the checkout stage. Quoted prices do not form part of any legally binding contract until your order has been accepted.

Cancellation & Returns

Orders can be cancelled prior to despatch however items that are cut from a roll carry a 25% restocking charge

If you wish to cancel your order prior to despatch, please contact us as soon as possible.

If the restocking charge is to be applied; we will cancel the order, apply the restocking charge of 25% and refund the balance via your chosen payment method.

Substitute Goods

If we cannot send you your chosen product, we will contact you at the earliest opportunity to provide an alternative product or full refund.

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 composition, 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 in front of sofas, etc.


We provide the best images of our products to assist you in making a decision on your purchase. Colours can appear drastically different from screen to screen. We recommend that you take advantage of our free sample service, to avoid disappointment.

Each roll of carpet / vinyl is manufactured using an individual dye lot. There are subtle variations between rolls that manifest in the form of a slightly different texture or shade. Please be aware of this when ordering.

When ordering the same product in different widths, please be aware that these rolls are from different dye lots and that there may be a slight variation in colour and texture between them.

Please do not attempt to colour match carpet remnants with each other as there will always be a subtle difference in shade, they will never match completely unless they are cut from the same roll.


We aim to deliver your order within three working days under normal circumstances. This is based on the stock being available to dispatch and should there be any issues, we will contact you at the first opportunity and advise of any possible delay.

Our courier operates a ‘kerbside delivery’ policy. This means that your order will be delivered and offloaded outside of the chosen delivery address. You should consider this when making your order, as you may need to organise for assistance to move your order inside.

Your order will be rolled around a cardboard tube and wrapped in 100% recyclable polyethylene for protection. Dependent on size and volume, your order may also be edge protected to prevent damage in transit.

Our standard delivery fee of £34.95 applies to most UK mainland postcodes. Delivery to Highlands and islands postcodes is available subject to surcharge.

Missed or failed deliveries: Our courier service will attempt to re-deliver your items the next working day.

Delivery fee is non refundable once the consignment has been completed even in the event of damage to the product.


Returns for unused products are accepted within 30 days of receipt of goods.

We will only issue refunds on products once they have been returned to us, we will then notify you that the product/goods have been returned and refund has been processed.

Products that are cut from a roll are subject to a 25% restocking charge (this does not apply to remnants).

We can arrange return shipping at a rate of £50 for the first item and £30 for each item thereafter. Alternatively, you can arrange for the item to be returned at your own cost.

The full value of the original order will be refunded less 25% restocking fee (if applicable) and the return shipping cost.

We cannot accept a return of any item that has been cut into, laid or otherwise used.

If an item is faulty; we will ask for a photograph of the fault. Faulty items will be collected free of charge and replacement goods will be sent out as soon as possible.

Damage & Shortages

Our deliveries are handled by a third party courier.

All deliveries should be inspected before being signed for and any suspected defects noted. Our courier does not accept ‘not inspected’ in place of an inspection.

If the outer wrapping is damaged, please note this with the delivery driver as the contents may be unaffected but we cannot accept a claim if the goods are not signed for as damaged.

Any damages or shortages must be reported to us via email within 7 calendar days of receipt. We can not accept any claim for damages or shortages after this period.

Claims for shortages must be reported before the product has been cut into or laid. Please be sure to check the dimensions before you cut or lay the product.

Size Tolerances

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.