Terms of service

By placing an order with Interiors By Sutton you agree to the following Terms and Conditions.

Interiors By Sutton is a trading style of Interiors By Sutton Ltd (referred to as "Interiorsbysutton.com / we / our / us"). As a user of this website (referred to as "you / your"), you understand that your use of this website, including any transactions you make, is governed by the Terms and Conditions set out below.

1. General

1.1 These Terms and Conditions are subject to change at any time. It is your responsibility to read the Terms and Conditions each time you visit this website. Your continued use of the website constitutes your acceptance of the most recent Terms and Conditions.

1.2 If you are not a consumer, you confirm that you have the authority to bind any business on whose behalf you use this website.

1.3 Certain features of this website require registration. Access to those features will be restricted to an approved username and password ("Password Details"). You must provide accurate and complete information when registering. Password Details are personal to you, non-transferable, and must be kept confidential at all times. You must notify us promptly if you have any concerns about your Password Details or become aware of any misuse. We reserve the right to remove Password Details at any time.

1.4 All pricing, discounts, and promotions offered by Interiors By Sutton are exclusive to our online website and are not applicable in-store or through any other channel unless expressly stated otherwise.

2. Order Process

2.1 All orders placed with Interiors By Sutton are subject to acceptance in accordance with these Terms and Conditions.

2.2 The final details of your order are shown at the confirmation stage. We will send you an order acknowledgement email listing the items ordered. This email does not constitute acceptance of your order. We will verify stock levels and pricing once your order is received.

2.3 Unless we have notified you that we are unable to fulfil your order, or you have cancelled it, we will accept your order and the contract between us will be formed when the products are despatched.

2.4 By placing an order for carpets, you acknowledge and agree to a minimum order length of 1.5 metres, as determined by the width of the selected item. Orders that do not meet this minimum will not be fulfilled. Where this requirement is not met due to a technical error on our part, a full refund will be issued.

2.5 For customers with a wholesale, trade, or commercial account, a discount will be applied to all orders in accordance with the agreed terms of your account. This will be applied automatically at the point of order confirmation, provided the order meets any minimum quantity or value requirements specified in your account terms.

2.6 Orders placed on or before 4:59 pm on 10 December will be processed under our standard timescales. Orders placed after this date will not be processed until 5 January, when full operations resume. Deliveries may continue throughout the Christmas period and on bank holidays, subject to courier availability. Delivery timeframes stated in these Terms and Conditions will apply from the date on which processing recommences. This schedule applies annually unless otherwise notified on our website or in order communications.

3. Delivery

3.1 Delivery to mainland UK addresses is charged at the standard rates set out in clause 3.8. Free delivery is available on selected products where explicitly stated on the product page or at checkout, and covers kerbside delivery only. Free delivery excludes the Grampian and Highland council areas, for which standard charges apply. Additional delivery charges apply for the Channel Islands, Isle of Man, Orkney, Shetland, and all other Scottish Islands. We do not deliver to Northern Ireland or Ireland.

3.2 Standard orders are typically delivered within 7 to 14 working days, subject to stock availability. Where products are not immediately available or are bespoke, delivery may extend to 14 to 21 working days. We will make every effort to meet these timeframes; however, delays may occasionally occur due to circumstances such as stock shortages or supply chain disruptions. Where stock becomes available sooner than anticipated, we will contact you to arrange an earlier delivery.

3.3 Orders containing multiple items may be split across separate deliveries and shipments. We are not liable for delays beyond the estimated timeframes where those delays arise from circumstances outside our reasonable control.

3.4 Risk in the goods passes to you upon delivery, or upon our first attempted delivery where you are not present to accept the goods. This is in accordance with the Consumer Rights Act 2015.

3.5 We strongly advise you to inspect your order fully before booking any installation or fitting services. Interiors By Sutton accepts no liability for installation costs, trade charges, or delays arising from a damaged or delayed delivery.

3.6 Where an item is too heavy for one person to carry safely, you are responsible for arranging suitable equipment or assistance for unloading, or for requesting smaller cut sizes that can be delivered to the kerbside.

3.7 Bespoke items, such as stair runners requiring specialised edging, require approximately 14 to 21 working days to complete. These timeframes are estimates and are subject to manufacturing variability.

3.8 Delivery Options

Three delivery options are available at checkout. Please select the option that best suits your needs at the time of ordering, as changes cannot be made after your order has been confirmed.

Kerbside Delivery — £39.98
Your item is delivered to the kerbside at your property boundary. An adult aged 18 or over must be present to sign for the goods. The driver is not required to carry items beyond the kerbside. Where free delivery is explicitly stated on the product page or at checkout, kerbside delivery is included at no additional charge.

Threshold Delivery — £59.98
Your item is carried to the first dry area inside your entrance (for example, a hallway or porch). This charge includes the standard kerbside delivery. The service must be selected, booked, and paid for at the time of ordering. It is subject to availability and the conditions set out in clause 3.9.

Jump the Queue — Express Delivery — £79.98
Move your order to the front of our delivery schedule. Where available, your order is prioritised in our despatch queue, typically reducing your delivery to 3 to 7 working days from the date of order confirmation, subject to stock availability and courier capacity. Jump the Queue includes kerbside delivery. Threshold delivery may be added for the applicable additional charge at the time of ordering.

Please note the following in respect of Jump the Queue Express Delivery:

This service is subject to availability and is offered where operationally possible. Availability is not guaranteed and will be confirmed at checkout.
This service does not guarantee a specific delivery date or time slot.
It does not override manufacturer lead times for bespoke or out-of-stock items, which remain subject to the timeframes in clause 3.7.
Where this service is selected but cannot be fulfilled due to operational constraints, we will notify you promptly. You will be given the option to retain the order under standard delivery, with a refund of the difference in delivery charge, or to cancel the order for a full refund.

3.9 Threshold Delivery Conditions

The following conditions apply to all orders where threshold delivery has been selected, whether as a standalone option or in addition to Jump the Queue:

Threshold delivery must be selected and paid for at the time of ordering. It cannot be arranged on the day of delivery.
This service covers placement at the first dry area inside your entrance only. It does not include installation, assembly, or placement beyond that point.
You must ensure clear and safe access to the delivery point before the driver arrives. Doorways, hallways, or access routes that are too narrow or obstructed may prevent the service from being completed.
If, in the driver's reasonable judgement, it is not safe or practicable to carry the item inside on the day of delivery (for example, due to access restrictions, narrow doorways, or stairways), the item will be left at the kerbside. In such cases, the difference between the threshold delivery charge and the standard kerbside charge will be refunded.
Where an item requires more than one person to carry safely, you must arrange suitable assistance or equipment at your own cost. We are unable to guarantee two-person carries unless specifically agreed and confirmed in advance.

Important Notice — Threshold Delivery: Interiors By Sutton accepts no liability for damage to your property, fixtures, fittings, or flooring arising from threshold delivery. By selecting this service, you acknowledge and accept this limitation. This exclusion applies to property damage only and is made in accordance with the Unfair Contract Terms Act 1977 and the Consumer Rights Act 2015. Nothing in this clause excludes or limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot lawfully be excluded or restricted.

4. Payment

4.1 Payment is taken after we receive your order, at which point we verify the order value and payment details. If we are unable to fulfil your order, we will notify you promptly and issue a full refund where payment has already been taken.

4.2 We may verify your name, address, and other personal information against appropriate third-party databases as part of our order process. By accepting these Terms and Conditions, you consent to such checks. All information will be handled in accordance with applicable data protection legislation.

4.3 The price you pay is the price listed on the product page at the time your order is received. If a pricing error is identified, we will notify you as soon as reasonably practicable and give you the option to confirm the order at the correct price or cancel it. If we are unable to contact you, the order will be cancelled and any payment taken will be refunded.

4.4 Payment may be made by PayPal or by debit or credit card.

4.5 Ownership of the products passes to you upon delivery, provided payment has been received in full.

4.6 All prices are in pounds sterling and include VAT at the applicable rate. VAT invoices are available upon request.

4.6A Orders placed before 1 January 2026 were not subject to VAT. All orders placed on or after 1 January 2026 include VAT at the applicable rate, regardless of the delivery date.

4.7 Where a deposit has been paid, the balance must be paid in full before delivery. Interiors By Sutton is not party to any agreement between you and your chosen fitter. Any matters relating to fitting must be resolved directly between you and the fitter.

4.8 All quotations and estimates issued by Interiors By Sutton, whether for trade, commercial, or non-trade customers, are valid for 10 (ten) days from the date of issue unless otherwise stated in writing. After this period, quotations may be revised or withdrawn without notice, particularly where manufacturer pricing, availability, or promotional discounts have changed. Acceptance of a quotation within the validity period does not constitute a binding contract until an order is placed, confirmed, and payment received in accordance with these Terms and Conditions.

5. Returns, Cancellations, and Substitutions

5.1 When ordering online or by telephone, you have the right to cancel and return your order within 14 days of receiving it, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right does not apply to:

Carpets, rugs, and runners cut to your specification.
Perishable goods.
Items that have been unsealed after delivery and cannot be returned for hygiene reasons.
Items that are not in their original, unused condition and original packaging.

5.2 Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for any product that is not of satisfactory quality, not fit for purpose, or not as described.

If an item is faulty or damaged, please notify us as soon as possible at support@interiorsbysutton.com.
Faulty or damaged items must not be altered, assembled, or cut (for example, assembled stair rods or cut carpets), as doing so may affect your eligibility for a refund or replacement.
Interiors By Sutton will arrange collection and replacement of faulty or damaged goods at no cost to you.
The natural variations, irregularities, shading, and imperfections described in clause 9.7 are inherent characteristics of hand-made carpets and are not considered grounds for a return, replacement, or refund under the Consumer Rights Act 2015. By placing an order, you are deemed to have accepted these characteristics.

5.3 In rare cases where manufacturer specifications change, Interiors By Sutton reserves the right to supply a comparable substitute product. If you are not satisfied with the substitution, you may return the item within 30 days for a full refund.

5.4 All returns must be securely packaged and ready for kerbside collection. Drivers may require assistance with heavy items.

For unwanted items that are not faulty or damaged, we reserve the right to apply a restocking fee of 5% of the item value, deducted from the refund, to cover handling and administration costs.
The 5% restocking fee does not apply to returns made within the 14-day cancellation period (provided items are in their original condition), or to returns of faulty or damaged goods.
Delivery charges are non-refundable on cancelled orders unless the order has not yet been despatched or the goods are faulty or misdescribed.
You may use our collection service for a flat fee of £49.98, or arrange your own return delivery.

5.5 To arrange a return or collection, please contact support@interiorsbysutton.com. Refunds will be processed within 14 days of receipt of the returned goods or proof of return, and will be issued to the original payment method.

6. Intellectual Property

6.1 All content and materials on this website are owned by us or our licensors and may only be used with our express authorisation.

7. Liability and Indemnity

7.1 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

7.2 We make no warranty or representation as to the accuracy, completeness, or availability of the content on this website.

7.3 We are not liable for any indirect or consequential losses, or for economic losses arising from your use of this website.

8. Miscellaneous

8.1 These Terms and Conditions are governed by the law of England and Wales.

8.2 These Terms and Conditions, together with any documents referred to within them, constitute the entire agreement between us.

9. Carpet, Rug, Runner, Remnants and Flooring — Specific Conditions of Sale

9.1 Remove all packaging and thoroughly inspect your item before booking a flooring fitter, to confirm it meets your expectations.

9.2 Packaging may contain staples or sharp objects. Ensure these are removed before installation. Interiors By Sutton accepts no liability for accidents arising from installation without prior inspection.

9.3 A cutting charge of £39.98 applies to carpet lengths below 2.5 metres.

9.4 We cannot guarantee an exact colour match between samples and the final product, or between different rolls. Slight shade variations may occur due to dye batch differences. If colour matching is important, please advise us at the time of ordering. We will endeavour to assist, but an exact match cannot be guaranteed, particularly when ordering different widths or at different times.

9.5 Pile carpets may show shading as a result of use. This is inherent to all pile materials and does not constitute a defect.

9.6 All dimensions conform to British Standard 3655 (1974), with a tolerance of plus or minus 1.25% in width and/or length.

9.7 Hand-Made Carpet Specific Conditions

9.7.1 Our hand-made carpets (including but not limited to the Barefoot, Plush, and similar ranges supplied by Alternative Flooring or other manufacturers) are luxury handcrafted textiles produced using traditional techniques. Due to their artisanal nature, customers should be aware of the following before purchasing:

Hand-made carpets will not have a machine-made finish. Irregularities, natural variations, and minor imperfections across the surface are inherent characteristics and do not constitute defects.
Joining or seaming a hand-made carpet may be more difficult than with machine-made alternatives, as pile height and finish can vary.

9.7.2 Product-specific considerations:

Hand-made carpets produced from undyed yarns (such as Barefoot ranges) may show slight colour variations compared to samples. If colour matching is important, we strongly recommend requesting a current stock sample before purchase.
Certain hand-made carpets (such as Barefoot Bikram and Plush ranges) will naturally exhibit shading, pile pressure marks, or surface variations. These are expected characteristics and are not defects.

9.7.3 By placing an order for any hand-made carpet, you acknowledge and accept the above characteristics as part of the natural and unique qualities of these products.

9.8 Carpet Remnants, Roll Ends, and End-of-Line Products

9.8.1 Carpet remnants, roll ends, short lengths, and end-of-line pieces ("Remnants") are genuine first-quality carpets supplied directly from manufacturers or authorised distributors. They are not seconds or damaged goods but are surplus stock, discontinued lines, or end pieces from larger rolls.

9.8.2 Remnants are sold as described on the product listing, including stated dimensions, width, pile direction, and finish. Each remnant is unique and available in limited quantities. Once sold, identical replacements may not be available.

9.8.3 Where a carpet remnant is cut to order, sold as a clearly identified one-off size, or supplied in a specific length selected by the customer, the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply, as the product is made to the customer's specification. Where a remnant is sold as a fixed, pre-cut size with no modification, the 14-day cancellation period may apply, provided the item remains unused, uncut, unfitted, and in its original condition.

9.8.4 Carpet remnants cannot be returned or refunded where:

the carpet has been cut, altered, fitted, or an attempt has been made to fit it;
the carpet has been damaged after delivery;
the return is based on colour, shading, pile direction, or appearance that was clearly described prior to purchase; or
the remnant was marked as "Final Sale", "Clearance", "End-of-Line", or "Non-Returnable" at the time of purchase.

9.8.5 Nothing in this clause affects your statutory rights. Under the Consumer Rights Act 2015, if a remnant is faulty, damaged on delivery, or not as described, you are entitled to a repair, replacement (where available), or refund. Any issues must be reported as soon as reasonably practicable and before cutting or fitting. We may request photographic evidence to assist our assessment.

9.8.6 Customers are strongly advised to review all measurements, photographs, and descriptions carefully before purchasing; confirm suitability for the intended space before ordering; and inspect the carpet fully upon delivery before arranging fitting. Interiors By Sutton accepts no liability for costs incurred through fitting, preparation, or third-party services arranged before inspection.

9.8.7 For trade, wholesale, or commercial customers, all carpet remnants are supplied on a strictly non-returnable basis, except where faulty or misdescribed under applicable law.

9.8.8 Remnants are supplied from limited, non-repeatable stock. Variations in colour tone, shade, pile height, pile direction, texture, lustre, and finish may occur, even where remnants are described as the same range, from the same manufacturer, and in the same colour. Differences may arise from production batches, dye lots, roll position, cutting direction, storage, or lighting. Such variations are inherent to carpet manufacturing and do not constitute defects. This clause does not affect your statutory rights where a product is faulty or misdescribed under the Consumer Rights Act 2015.

10. Product Warranties and Guarantees

10.1 All products are covered by the manufacturer's warranty, details of which will be provided at the point of purchase.

11. Customer Responsibilities

11.1 Customers are responsible for ensuring that all measurements provided are accurate.

11.2 We may recommend fitters but do not provide fitting services. Customers are responsible for arranging their own installation.

12. Carpet Samples Policy

12.1 Customers may request up to five free carpet samples per order.

12.2 Samples are typically 10 cm x 10 cm, though sizes may vary by manufacturer.

12.3 Should other suppliers introduce charges for samples, Interiors By Sutton reserves the right to introduce a maximum charge of £1 per sample to prevent misuse, unless otherwise stated.

12.4 Sample delivery is free of charge to mainland UK addresses.

12.5 Sample despatch times may vary. We aim to send samples as promptly as possible.

12.6 Customers who subsequently place a full carpet order directly with Interiors By Sutton within 60 days of the sample request will be reimbursed for any sample charges paid. Orders placed after this period are not eligible for reimbursement.

12.7 Samples may not be an exact match to the final product in colour or texture due to dye batch variations and manufacturing differences.

12.8 For hand-made carpets (including but not limited to Barefoot, Plush, and other ranges supplied by Alternative Flooring or any other manufacturer), samples are provided as a general guide only. Due to the artisanal nature of these products:

Samples may not reflect the same surface finish, shading, or irregularities present in full-sized hand-made carpets.
Colour variations between samples and the finished product may arise, particularly where undyed yarns are used.
Natural imperfections, pile shading, and surface variations in the delivered carpet are inherent characteristics of hand-crafted textiles and do not constitute defects.

Customers for whom colour or finish matching is critical should request a current stock sample at the time of ordering.

12.9 Customers requiring an exact colour match should inform us at the time of ordering. We will make every effort to assist, but accept no liability for minor shade variations.

12.10 Sample requests are for personal, non-commercial use only.

12.11 We reserve the right to limit or refuse sample requests where misuse or excessive ordering is suspected.

12.12 Where a customer places multiple sample orders, we reserve the right to limit or decline further requests if abuse of the service is suspected.

12.13 Free sample delivery applies to mainland UK addresses only. Deliveries to the Scottish Highlands, Channel Islands, Isle of Man, or other remote areas may be subject to additional charges or restrictions.

12.14 Interiors By Sutton is not liable for samples lost or damaged in transit. Replacement requests may be made subject to availability.

12.15 Trade, wholesale, or commercial customers requiring samples in bulk should contact us directly to discuss options.

12.16 This policy is compliant with the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008.

13. Sales and Promotions — General Terms

13.1 These terms apply to all sales, discounts, promotions, and offers ("Promotions") advertised by Interiors By Sutton Ltd on its website or through other channels.

13.2 By participating in a Promotion, customers agree to these terms, the general Terms and Conditions, and any additional terms specific to the Promotion as stated in the relevant promotional materials.

13.3 Promotions are subject to applicable UK law, including the Consumer Protection from Unfair Trading Regulations 2008, the CAP Code, and applicable pricing and advertising regulations.

13.4 Interiors By Sutton reserves the right to amend or terminate any Promotion without prior notice where required for legal, compliance, or operational reasons.

13.5 Where a quotation or estimate has been issued in connection with a sale, promotion, or manufacturer-supported discount, the validity period may be shorter than the standard period set out in clause 4.8. The specific validity period will be stated on the quotation or promotional material. After the stated period, Interiors By Sutton reserves the right to withdraw or amend the quotation without notice. All promotional quotations remain subject to product availability and manufacturer pricing at the time of order confirmation.

14. Sales and Promotions — Eligibility

14.1 Promotions are open to UK residents aged 18 or over, unless otherwise specified in the individual promotion terms.

14.2 Promotions are intended for individual customers purchasing for personal, non-commercial use.

14.3 Employees, affiliates, and partners of Interiors By Sutton, and their immediate families, may be excluded from specific Promotions unless explicitly permitted.

14.4 Participation through automated methods, false accounts, or other fraudulent means is prohibited and may result in disqualification.

15. Duration of Promotions

15.1 Each Promotion will have clearly stated start and end dates and times, as published on our website or in marketing materials.

15.2 Purchases or entries made outside the stated promotional period will not qualify.

15.3 We reserve the right to modify or end a Promotion early where errors occur in promotional materials or systems, fraud or abuse is detected, or external circumstances make it impractical to continue.

16. Pricing and Discounts

16.1 All advertised prices and discounts are accurate at the time of publication. Where errors occur, we reserve the right to correct them and cancel affected orders.

16.2 Discounted prices represent genuine savings and comply with the Consumer Protection from Unfair Trading Regulations 2008. Products advertised as "on sale" must have been offered at the original price for at least 28 consecutive days in the preceding six months, unless otherwise stated. "Was/Now" pricing will always reflect accurate previous prices.

16.3 Discounts apply to listed product prices only and do not cover taxes, delivery, or handling fees unless otherwise specified.

16.4 Online promotional pricing is available only through the Interiors By Sutton website and will not be honoured in any physical store unless explicitly stated.

17. Promotional Codes

17.1 Promotional codes must be entered at checkout to be applied. They are non-transferable, have no cash value, and cannot be applied retrospectively or combined with other promotions unless explicitly stated. Codes issued for use online are not redeemable in physical stores unless stated otherwise.

17.2 We reserve the right to invalidate promotional codes where misuse or fraud is suspected.

18. Exclusions

18.1 Unless otherwise stated, Promotions do not apply to gift cards; taxes, delivery, or handling fees; products marked as "Final Sale" or "Excluded from Promotion"; or products purchased before the Promotion period began.

18.2 Specific brands, categories, or product ranges may be excluded from Promotions. Any such exclusions will be clearly stated in the promotional materials.

19. Sales and Promotions — Refunds and Returns

19.1 Products purchased during a Promotion are subject to our standard returns policy, with the following adjustments:

Refunds will reflect the promotional price paid, not the original retail price.
Where a Promotion involved a "buy one, get one free" or similar offer, the refund will be adjusted to account for the value of any free item received.

19.2 If a partial return means an order no longer meets the conditions of the Promotion (such as a minimum spend threshold), the refund may be recalculated to remove the discount previously applied.

20. Fraudulent Activity

20.1 Any misuse, manipulation, or fraudulent activity in connection with Promotions may result in cancellation of orders, disqualification from future Promotions, and legal action where appropriate.

21. Limitation of Liability

21.1 Subject to clause 7.1, our liability in relation to any order is limited to the purchase price of the relevant product.

22. Governing Law and Dispute Resolution

22.1 These Terms and Conditions are governed by the law of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

23. Privacy Policy

23.1 Our Privacy Policy explains how we collect, use, and protect your personal information. It forms part of these Terms and Conditions.

24. Price Match Terms of Service

24.1 Interiors By Sutton offers a Price Match Guarantee as a discretionary goodwill gesture. This is not a contractual obligation and may be amended, declined, or withdrawn at any time without prior notice.

Eligibility Criteria

24.2 To qualify for a price match, all of the following conditions must be met:

The competitor must be a UK-based business with a fully operational e-commerce website or physical retail premises. A valid quotation or invoice must be provided, including the competitor's official business details, your name and address, and a clear current date, issued from a legitimate business system.
The product must be identical in every respect, including brand, range, dimensions, material, colour, finish, and condition, and must be new and available for immediate despatch from the competitor.
The competitor's total price, including delivery and VAT where applicable, must be verifiable at the time the request is made.

24.3 We will not match prices on products sold through online marketplaces (such as eBay, Amazon Marketplace, or Facebook Marketplace); private sellers, trade-only suppliers, or membership-based retailers (such as Selco or Costco); clearance items, end-of-line products, remnants, roll ends, or short cuts; auction listings, flash sales, or pricing errors; or items sold with loyalty points, referral bonuses, or private discount codes.

Submitting a Request

24.4 Price match requests must be submitted by email before placing an order and must include a valid URL or screenshot showing the competitor's current offer, including price, product details, and availability. We reserve the right to contact the competitor directly to verify the offer.

Commercial Discretion

24.5 We reserve the right to decline a price match request where the competitor's offer cannot be reasonably verified; the product is materially different, unavailable, or misrepresented; the match would be commercially unviable; or we believe the request has been made fraudulently or in bad faith.

Conditions and Limitations

24.6 Where approved, a matched price will be valid for 24 hours. Only one price match is permitted per order. Price matches may not be combined with any other offer or promotion unless expressly stated.

24.7 We reserve the right to limit the frequency of price match requests per customer and to decline future requests where misuse is suspected.

24.8 These price match terms form part of our general Terms and Conditions and are governed by the law of England and Wales.

25. Appointment Booking Fee, Credit, and Cancellation Policy

25.1 A booking fee of £49.98 is required to secure an in-home consultation appointment. This fee covers administrative and scheduling costs and reserves your chosen time slot.

25.2 The booking fee is non-refundable except in the circumstances set out in clauses 25.4 and 25.5. The fee does not constitute a deposit towards any product purchase unless expressly stated otherwise.

25.3 If you proceed with a carpet purchase following your consultation, the full £49.98 booking fee will be credited towards your final invoice.

25.4 You may cancel or reschedule your appointment by giving at least 24 hours' written notice before the scheduled appointment time. In such cases, a full refund of the booking fee will be issued. Cancellation or rescheduling requests must be submitted in writing to support@interiorsbysutton.com or by telephoning 0121 369 0727.

25.5 Cancellations made less than 24 hours before the appointment, or failure to attend, will result in forfeiture of the booking fee. No refund will be issued in these circumstances.

25.6 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel service contracts concluded at a distance within 14 days. However, by booking an appointment scheduled to take place within this 14-day period and acknowledging that the service will commence within this time, you expressly waive your right to cancel under those Regulations once the appointment has been scheduled or the service has commenced.

25.7 The booking fee covers the time and expertise of our carpet specialist, travel to your property, and the provision of personalised services including professional measuring, product sampling, and tailored recommendations. The service is considered fulfilled upon completion of the appointment, regardless of whether a product is subsequently purchased.

25.8 We reserve the right to waive or vary the cancellation terms in cases of exceptional hardship or emergency, at our sole discretion. Any such concession does not constitute a change in policy and sets no precedent for future cases.

25.9 We will endeavour to accommodate reasonable requests to change appointment times or dates, subject to availability. Changes requested more than 24 hours in advance will not incur a penalty. Changes requested within 24 hours will be treated as cancellations and are subject to clause 25.5.

26. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

Interiors By Sutton Ltd
Unit A7, Radshape Business Park
Shefford Road
Birmingham
B6 4PL

Email: support@interiorsbysutton.com
Telephone: 0121 369 0727

Company Registration No. 14113713
VAT Registration No. 504794775

These Terms and Conditions were last updated on 6 May 2026 and are effective immediately.