• Carpets: 01702 614397
  • Tiles: 01702 610414
  • Vinyl: 01702 462328

Conditions of sale

Helpful Information


Colour Matching

Carpets are produced in batches – known as creels – and usually each batch produces between 500m2 – 3000m2 in a single width, depending on the creel size. Whilst the recipe used by the dryer remains constant, and is followed to the letter, in each separate production the colour reproduction will vary from batch to batch. However production is matched back to the original or master sample to ensure that the colour remains ‘within a commercial tolerance’.

This process if not an exact science and a commercial tolerance is subjective but nevertheless is usually the professional judgement of the head dyer based on his/her experience.

A greater level of tolerance is required on blended colours (Heathers etc). To ensure perfect colour matching it is advisable that a single width be used in any installation requiring exact colour matching.

N.B. Carpets which are laid with the pile travelling in different directions, even though they be from the same batch will appear not to match. For further information please check with the manufacturers recommendations.

Carpet Shading

Shading occurs because the pile of the carpet has become crushed, flattened or brushed in a different direction to the natural lie of the pile whilst in situ. This causes light reflection at differing angles resulting in the creation of light and dark patches on the carpet. This will occur on all pile fabrics but can be more noticeable on plainer carpets because the shadows created by the pile pressure will not be disguised by a heavy pattern or design.

Pile Reversal

Like Shading, this occurs when the pile or nap of the carpet changes direction and thus reflects light at different angles showing the effects of shading which can become permanent. It is also described as ‘watermarking’. This can happen to every carpet construction be it Axminster, Wilton, Tufted, Hand Woven, Persian, Chinese, Indian or even Coir Matting. Like shading it can be more apparent on plain carpet because heavy patterns can disguise the effects. It can occur quite quickly after installation. A tremendous amount of research has been carried out over many years by many institutes to determine the cause of this phenomenon but none of it has proved conclusive.

There is no commonly known manufacturing process which can cause or cure this phenomenon and therefore it is not a manufacturing fault. For further information please check with individual manufacturers recommendations.


When a carpet is subjected to a heavy point load, such as under the legs of furniture, it is unreasonable to expect the carpet not to indent. Usually, the longer the load is in place, the longer will be the time for the pile to recover. In the case of very heavy loads in place for a considerable time, the recovery time can be very considerable.

It must be remembered that is is not only the pile of carpet that becomes indented. The underlay will also indent and the backing of the carpet may also distort into the indentation in the underlay. Some underlay’s will recover well and some less well depending upon their composition, thickness, density etc. The use of cups below furniture legs can spread the load and the net result is a larger area of less deeply indented carpet.

The ability of a carpet to recover from a heavy static load can be measured in the laboratory, using the test method described in BS 4939 and many manufacturers will have data on this aspect of carpet performance. In this test the carpet is loaded for 24 hours and the degree of recovery is measured after 1 hour and 24 hours. Since there are so many different underlay’s however, it is very rare for the recovery from a heavy static load to be evaluated on carpet and underlay.

Often normal maintenance (vacuum cleaning with a rotating brush machine) will speed up recovery but in the case of serious indentations the use of an iron and damp cloth or a steam iron together with a blunt darning needle to carefully tease up the pile can be beneficial. Care must be taken not to over wet the carpet, of course.


Flattening will occur as a result of traffic which eventually flattens the pile particularly in the main areas of use.

All pile fabrics will flatten to greater or lesser degree dependent on the amount of traffic to which it is subjected and the construction (tuft density/pile fibre/height/weight) of the product concerned.


All cut pile carpets will lose short fibre, which is created suring production when spun yarn is cut for tuft formation. These fibres fall onto the surface of the pile and appear as ‘fluff’.

The effect varies with yarn type and may be removed without detrimental effect upon the carpet by vacuum cleaning. This excess fibre is only a small fraction of the total fibre contained in the carpet.

Pulling loops

Pulled loops occur only in looped pile carpet where one or more loops in the continuous pile is pulled through the primary backing of the carpet. This is usually due to some local condition, possibly some sharp object which has caught in a loop in situ and has resulted in a pull. Pulled loops are easily dealt with by trimming the offending end level with the rest of the pile. They should not be left as this could result in further loops being pulled and developing into a ladder.


The samples held in store may not be from the same batch as current production and therefore should be used as a guide and not an exact colour match.


Kenbro Discount Carpet Warehouses Ltd Policy

  1. Estimates are valid for 30 days after the date of receipt, after which the prices ruling at the time of acceptance may apply.
  2. Estimates do not allow for the removal and easing of doors in the event of the new carpet being too thick for the existing clearance.
  3. The sizes as quoted for the widths of carpet are approximate. This can vary due to several factors, and the tolerance conforms with British Standards Institute No. 3655 allowing for a variation of +- 1.25%.
  4. No responsibility can be accepted by the Company for damage to under floor piping, cabling, etc. (unless the exact locations of any obstructions are given in writing prior to the installation).
  5. A small percentage of wastage sometimes occurs with fitted carpets. Every effort is made to minimise this wastage whilst, at the same time, ensuring that the work is carried out in a satisfactory manner.
  6. Existing carpet should be taken up by the customer before the new carpet is laid. Should this not prove possible, prior notification must be given to the manager of the carpet department and a charge will be raised for lifting and removing customer’s own property.
  7. It is essential, wherever possible; to ensure that stair carpet is regularly moved to effect evenness of wear. (In a number of cases it is not possible to move fitted stair carpets).
  8. Plain carpet may develop shading with use due to pile pressure. This is in no way detrimental to the durability of the carpet.
  9. When using broadloom and body carpets in one fitting. It is occasionally found that variations occur in colour and pattern. Every effort will, of course, be made to ensure as exact a match as possible but no guarantee of matching can be given.
  10. If fitting is to be carried out on a wood or tiled floor, the surface must be such that satisfactory fitting can be affected and no responsibility can be accepted for any damage caused to tiles.
  11. Kenbro Carpets reserves title for all goods until payment in full is received.


Kenbro Discount Carpet Warehouses Ltd Refund Policy – Tiles

  1. A ‘Return’ is classified as occurring after the 28 day cancellation period.
  2. You can return any resalable Products (that haven’t been tampered with or changed in any way) to us within 28 days of purchase for a full refund.
  3. Only full boxes of the same tiles will be refunded. A customer can purchase odd amounts of tiles at any time but is only entitled to return full boxes. The tiles must be a stock item (excludes order in items) and a receipt must be shown as proof of purchase and the refund will be made via the original payment method.
  4. Kenbro Discount Carpet Warehouses Ltd reserve the right not to refund if the Products are deemed as not being in a resalable condition, if there is no proof of purchase, or if the Products are returned after the 28 day period. We aim to process all refunds within 10 working days.
  5. Refunds will only be processed once the Products have arrived with us and we have inspected their condition and deemed them to be suitable for resale. Original delivery charges will not be refunded.
  6. Kenbro Discount Carpet Warehouses Ltd inspect all tiles for faults/breakages/imperfections as they arrive in the warehouse and prior to leaving for the customers use. It is the customer’s duty to inspect their products before leaving the store.
  7. Customers must alert Kenbro Discount Carpet Warehouses Ltd of any imperfections/faults in the tiles prior to laying them. If the tiles are laid, Kenbro Discount Carpet Warehouses Ltd will not be liable to refund/replace the tiles at any point.
  8. Some variation in shade or pattern often occurs in ceramic products; therefore it is the customer’s responsibility to ensure that the material supplied is of an acceptable colour, shade, size and type before fitting, as no claims can be accepted thereafter.
    This is particularly important when material is collected by a third-party.
  9. We encourage all customers to purchase and wait for delivery of their tiles before they book their tiller. Although Kenbro Discount Carpet Warehouses Ltd use only reliable manufacturers, hold ups can occur. Delays such as tile breakages (upon delivery to our warehouse), lorry break downs, and traffic delays are not Kenbro Discount Carpet Warehouses Ltd responsibility. We will aim to get your tiles in good condition and remedy the problem as soon as possible. If you have booked your tiller prior to receiving your tiles, we are not liable for any lost time or money and cannot offer any compensation for this occurrence.