Understanding what’s normal — and when to seek support
Westex carpets are designed to perform beautifully for many years. Natural fibres, construction and day-to-day use can create changes in appearance that are entirely expected. This page explains what’s normal, what may require further review and the correct route if you need assistance.
Normal characteristics
These are natural features of carpet fibres and everyday use. They are not faults.
Shading / pile reversal
A visual effect where areas appear lighter or darker depending on the angle of the pile. Common on cut-pile carpets and not a manufacturing defect.
Flattening in high-traffic areas
Regular use compresses the pile over time, especially on stairs, hallways and in front of seating. Correct vacuuming helps maintain appearance.
Furniture dents
Heavy items will compress the pile. Most marks recover gradually; deeper dents may need gentle lifting with a soft carpet brush.
Shedding and loose fibres
Normal for wool and wool-blend carpets in the early weeks. Regular vacuuming reduces this naturally.
Minor colour or texture variation
A natural result of fibre construction and batch variation.
What may need investigation
The following may require a closer look by your retailer:
- Irregular or excessive wear in unexpected areas
- Unusual lines, marks or repeated patterning in the pile
- Persistent odour after an appropriate airing period
- Noticeable colour change not linked to sun exposure or spillages
- Issues with appearance despite correct care and installation
- Any visible manufacturing irregularity
These are not necessarily faults, but they warrant a review to understand the cause.
The correct route for support:
If you believe there is an issue, please contact the retailer who supplied and fitted your carpet. Your contract is with them, and they will begin the initial assessment. Your retailer will gather the right information, this may include:
- Clear photographs in natural light
- A description of the issue
- Room location and usage
- Installation date and underlay details
- Your regular care and maintenance routine
- Any cleaning products or methods already tried
Retailers will liaise directly with Westex
If further investigation is needed, your retailer will contact Westex on your behalf and manage the process for you.
Samples
The postal samples provided by Westex and those seen in retail stores are a representation of the selected colour. The carpet ordered will be from a different dye batch to the one the sample will have been taken from. There is a commercial tolerance, and our carpets are thoroughly tested to ensure they are within this tolerance. There are also several factors that can have an impact on the colour of a carpet once installed. These include décor, lighting, natural light, and shadow.