Last Updated: June 2025

Welcome to Avena Carpets. These Terms & Conditions govern your purchase of bespoke Brussels Wilton carpets through our website or direct orders.
By placing an order, you agree to comply with these terms.

1. Order Process & Acceptance

• All carpets are made-to-order and require full customization details (size, design, materials) to proceed.
• A binding contract is formed once we confirm your order in writing (via email) and receive any required deposit.
• We reserve the right to decline orders at our discretion (e.g., impractical design requests, unethical demands).

2. Pricing & Payment

• Prices are quoted in [Currency] and exclusive of VAT, taxes, or shipping, unless stated otherwise.
• A non-refundable deposit (typically 25% of total cost) is required to commence production.
• Final payment is due before shipment. Late payments may incur fees or order cancellation.

3. Production & Delivery

• Lead Times: Handcrafting requires [X–X weeks/months]. Delays due to material shortages or force majeure (e.g., natural disasters) will be communicated promptly.
• Shipping: Costs and timelines depend on destination (see our Delivery Policy). Risk of damage/loss transfers to you upon delivery.
• Delays: We are not liable for delays caused by couriers, customs, or incorrect address details provided by the customer.

4. Cancellations & Changes

• Design Changes: Modifications may be permitted early in production but could affect cost/timeline.
• Cancellations: As carpets are bespoke, orders cannot be cancelled once production begins. Deposits are non-refundable.

5. Returns & Refunds

• Due to the custom nature of our products, returns are not accepted unless the item arrives materially defective (assessed by our team).
• Refunds or repairs are offered at our discretion for verified defects.

6. Intellectual Property

• All designs, images, and content on our website remain our exclusive property.
• Unauthorized reproduction of our designs (even from customer-provided sketches) is prohibited.

7. Liability & Disclaimers

• We are not liable for:
  • Wear and tear or damage from improper use/maintenance.
  • Minor variations in color/texture inherent to handmade wool carpets.
  • Indirect damages (e.g., delays affecting events).
• Maximum liability is limited to the order’s total value.

8. Contact Us

For questions or disputes:
Email: richard@avenacarpets.com
Phone: 07958009677
Address: Avena Carpets, Unit 1 & 2 Pit Farm, Pinnar Lane, Southowram, Halifax, HX3 9QQ