The reality of 'bespoke' items
Once a piece of carpet is cut from a large roll to your specific length, it is technically a 'bespoke' or 'made-to-measure' product. Under consumer law, retailers are not required to accept returns on these items unless they are faulty, misdescribed, or damaged. This is why getting samples and measuring accurately is so essential.
What counts as a fault?
Faults include significant weaving errors, uneven patterns, severe dye lot discrepancies that don't match the description, or damage incurred before it reached you. Minor colour variations in natural wool are usually considered a characteristic of the product, not a fault.
How much runner do I need?
For a 13-step flight: 10 in tread + 7.5 in riser + 0.75 in wrap = 18.25 in per step. Total 237.25 in. Adding 24 in for finishing = 261.25 in (21.77 ft). Including a 10% safety margin, aim for 24 ft. Metric: 25 cm tread + 19 cm riser + 1.9 cm wrap = 45.9 cm per step. Total 596.7 cm, plus 60 cm = 656.7 cm. With 10% safety, aim for 7.3 m.
| Issue Type | Standard Outcome |
|---|---|
| Damaged in Transit | Replacement/Refund |
| Faulty Weave | Replacement |
| Wrong colour ordered | No Return |
| Measured incorrectly | No Return |
| Dye Lot Mismatch | Replacement/Correction |
Know your numbers in 30 seconds
Enter your step count, tread depth and riser height — the stair runner calculator gives you the exact length to order, in metres and feet, with waste included.
Open the stair runner calculatorMeasure twice, order once
The easiest return is the one you never have to make. Spend extra time measuring your stairs accurately and use our calculator to account for every inch.
- Check the supplier's return policy in full before ordering.
- Always take photos of any fault you find.
- Keep the original packaging for a return.
- Contact the supplier within 48 hours of discovery.
What to do if you have a problem
Contact the supplier immediately. Be polite, provide clear photos of the issue, and include your original order number. If you are dealing with a faulty product, they will want to rectify it—usually by sending a replacement of the affected section. Do not attempt to repair a fault yourself, as this will almost certainly void your right to a refund or replacement.
Whatever you decide, get the numbers first: the stair runner calculator doubles as a stair runner length calculator, adding nosing wrap, landings, winders, pattern repeat and waste so you order the right length the first time.
Still deciding on material, width or pattern? Our hub on stair runners compares weaves, widths, backings and fitting styles side by side, then hands the numbers straight to the calculator.
Frequently asked questions
Can I return a runner because I don't like the colour?
Usually no, especially if it was cut to your specific length. This is why you should always order samples first.
What if it's the wrong length?
If the supplier made the mistake, they must replace it. If you measured wrong, you are responsible for the error.
How long do I have to report a fault?
Report it immediately, ideally within 48 hours. Most suppliers have tight windows for reporting damage.
Does the fitter's error count?
If the fitter cut it wrong, the liability is usually between you and the fitter, not the carpet supplier.
What is a 'remake'?
A remake occurs when a custom item is produced again to replace an faulty original.
Can I get a refund?
Only if the product is fundamentally flawed and the supplier cannot provide a suitable replacement.
Do I have to pay return shipping?
If the product is faulty, the supplier should cover the cost. If you are returning an un-cut stock item, you may have to cover the cost.
How do I avoid all this?
Use samples, double-check your measurements, and confirm all specs in writing before ordering.
Know your numbers in 30 seconds
Enter your step count, tread depth and riser height — the stair runner calculator gives you the exact length to order, in metres and feet, with waste included.
Get your measurements correct with the stair runner calculatorEvery guide is written from hands-on measuring and fitting experience, checked against the calculator’s own maths, and re-reviewed whenever prices or methods change. Read our editorial standards.