Purchase
An agreement for purchase is reached when payment for your order has been approved.
Prices
All prices include VAT and shipping. There are no customs fees, taxes, or other charges after you have approved your order.
Carpient reserves the right to change our prices due to currency fluctuations and changes in the global carpet market.
Delivery
We deliver in cooperation with our partners UPS / DHL.
The approximate delivery time is about 2-5 working days, more information will be provided at check-out and in the email confirmation once the order has been dispatched from our warehouse.
We always offer a free shipping option. Additional options are displayed at checkout so that you, as a customer, can choose the option that suits you best.
Germany: For deliveries to Germany, we refer you to our distributor, Carpet Avenue, who holds exclusivity in the region. Carpient does not currently deliver directly to Germany.
Canary Islands: Please note that we do not ship to the Canary Islands. If you would like to place an order, please contact our Customer Service team at info@carpient.com for further information.
P.O Box
Please note that we do not deliver to P.O. box addresses.
Return Policy
To ensure your complete satisfaction, we offer a 60-day return policy. You can choose to return your carpet to us within 60 days from the day your order was delivered. There is a refund fee of 20 EUR per package.
Refunds will be made in the same manner as the original payment. To receive a full refund, the carpet must be in the same, unchanged, and unused condition as it was when you received it. To avoid transport damage, make sure to pack the carpet in the same way it was packed when it was delivered to you.
Please contact us via email at info@carpient.com and we will assist you.
Return (60 days)
If you wish to return a carpet, please contact our customer service. It is your responsibility to ensure that the carpet is returned to our warehouse in an undamaged condition.
Once a carpet has been returned and inspected by our warehouse staff, we will confirm this and refund the amount to the same credit card or bank account used for the original purchase.
If a carpet is returned without our return shipping label, i.e., a return shipping label not issued by Carpient, the customer will be responsible for the return cost as well as any additional costs incurred, such as any customs and import fees.
If a carpet is not returned in the same original condition as it was sent out in, the return will not be accepted. In this case, the customer will be notified and will need to decide whether they wish the carpet/carpets to be resent at the customer's own expense.
Please note that according to the current agreement with UPS/DHL, a return package cannot exceed a length of 100 cm, and the total sum of length + height x2 + width x2 must not exceed 300 cm. If a return package is returned with dimensions exceeding either the length of 100 cm or the sum of 300 cm, the customer will be responsible for paying the additional costs incurred.
EU Businesses (VAT exempt orders)
All prices shown on the website include VAT. A VAT-registered business in another EU country than Sweden that provides a valid EU VAT number will not pay VAT. VAT will be automatically deducted after the customer logs in or registers an account and enters a valid EU VAT number. Please note that we only deliver to the address where the company is registered. To check if a VAT number is valid, you can use the link below:
http://ec.europa.eu/taxation_customs/vies/
Payment Terms
- Card Payment
All card payments are processed in cooperation with VISA and MasterCard.
The information is securely transferred via an encrypted SSL link. Carpient will never have access to or store any of your card or account information.
- Bank Transfer
As a customer of Carpient, you can choose to pay via bank transfer. When you place your order, an order confirmation together with our bank details will be sent to the email address provided.
Please specify your order number as a reference when paying by bank transfer. We will ship your carpets as soon as the full amount of your order has been received.
Your payment should be received in our bank account within five working days, otherwise your order will be deleted.
Warranty
We offer a warranty on all carpets purchased from Carpient. The warranty is valid for 1 year from the delivery date and only when the carpet has been subjected to regular home/daily use. In cases of warranty claims where it is deemed that the carpet has been used improperly (stains, chemicals, external damage, pets, mishandling), the customer will be responsible for any repair costs. Our experts will inspect the carpet and determine the cause of the damages. The customer is responsible for all shipping and any repair costs incurred in connection with the claim. However, if it turns out that the carpet is incorrectly manufactured and the claim is approved, all associated costs will be refunded to the customer in the manner in which the original payment was made.
Fault / Damage upon Delivery
If it turns out that something is wrong with your order – that you received the wrong carpet, a damaged carpet, or the wrong number of carpets – please contact our customer service as soon as possible. The error should be reported no later than 24 hours after you received the delivery. If the outer packaging has visible damage when delivered to you, do not open the package. Leave it untouched, document the damage with pictures, and contact the carrier DHL / UPS as soon as possible.
Handling of Personal Data
When you place an order or register as a customer, we ask you to provide some of your personal data, which we store in connection with this. The information we store is necessary to complete the processing of your order and provide you with the best service you expect from us. Carpient will never share any personal information with a third party except for our delivery and payment partners. According to the law, you always have the right to receive an extract of all information that we have registered about you, and if it is not relevant, you can ask us to delete or correct it. For more information, please contact our customer service.
Contact Information
Our contact information: Carpient AB, Stenyxegatan 30, 213 76 Malmö, Sweden. Email: info@carpient.com
VAT registration number: SE 559487608701.
