Terms and Conditions
1. General Terms
1.1 Any usage of the Flooring Direct website (www.flooringdirect.co.uk) equates to an acceptance to be legally bound by the Terms and Conditions listed below. This term is inclusive of any use of the website.
1.1.2 Please note that the scope of ‘any use of the website’ is wide. This scope encapsulates all usage, including a visit to the website.
1.2 These Terms and Conditions will supersede all earlier Terms and Conditions of Flooring Direct.
1.3 Flooring Direct reserves the right to make any changes to these Terms and Conditions whenever and however it sees fit.
1.4 Please note that when a singular phrase is used during these Terms and Conditions for ease this will also refer to the plural and vice versa.
1.5 Definitions for phrases used within these Terms and Conditions:
1.5.2 A ‘customer’, ‘individual’ or ‘user’ is the person[s], legal or human: acquiring goods from, contacting Flooring Direct via telephone/e-mail or visiting the Flooring Direct website.
1.5.3 A ‘Business Day’ is a day of which presides during the normal working week (Monday-Friday) and excludes any bank holiday or public holiday.
1.5.4 A ‘fair substitute’ will constitute a just replacement for the product ordered. In other words, the product should be similar in appearance, comparable quality and be priced at the same cost or higher.
1.5.5 A party will be deemed to ‘reasonably believe’ when their belief has reasoning to justify it. In other words, a belief will be considered ‘reasonable’ when the common man would understand why that decision has been made.
1.5.6 ‘Adequate detail’ will have been given when the detail required by Flooring Direct (for reference see 7.6.1) has been complied with.
1.5.7 ‘Reasonable precautions’ are the precautions required by statutory law.
1.5.8 ‘An appropriate ground for cancellation’ will be established where there is an understandable and fair reason as to why the cancellation is sought. The discretion of what constitutes as understandable and fair is reserved by Flooring Direct.
1.6 The Terms and Conditions applicable are those present at the time of order.
2 Making an Order
2.1 When making an order:
2.1.2 If purchasing through the website, once any products have been added to the virtual basket, the user can progress to the checkout stage and make an order. Please note that an order is only an offer to purchase or acquire a product, and this does not constitute a contract until acceptance has been given by Flooring Direct (see clause 2.1.8).
2.1.3 If purchasing over the telephone, the same check-out procedure applies. Once our sales team has taken the order, this is only an offer to purchase or acquire a product, and this does not constitute a contract until acceptance has been given by Flooring Direct (see clause 2.1.8).
2.1.4 Once an order has been placed by the user, a ‘confirmation e-mail’ will be sent by Flooring Direct. This e-mail is only a confirmation that we have received the order and will detail important information regarding our delivery and processes. This e-mail does not constitute an acceptance of the offer.
2.1.5 Once this ‘confirmation e-mail’ has been sent, Flooring Direct will begin to process the order. Once the relevant checks have been completed Flooring Direct have full discretion to accept or decline the offer of purchase.
2.1.6 Any order that is placed with Flooring Direct will be subject to acceptance in accordance with these Terms and Conditions.
2.1.7 If an offer is declined by Flooring Direct, the individual of whom made the offer will be contacted via the e-mail address provided during check out. At this stage, Flooring Direct has the discretion to offer a full-refund or a fair substitute (see clause 1.5.4 for clarification).
2.1.8 If an offer is accepted by Flooring Direct, a ‘dispatch e-mail’ will be sent via the e-mail address provided during check-out. This constitutes an acceptance of the offer and provides notice that the order has been shipped.
2.1.9 Please note that due to our quick turnover of products, it is possible for Flooring Direct to provide a fair substitute (see clause 1.5.4) in the case that the original product ordered is no longer available.
2.2 Ordering free samples:
2.2.2 Making an order for samples constitutes a request only and does not amount to the formation of a contract.
2.2.3 The acquiring of samples is of no financial cost to the customer and intends to give the customer an idea of design and quality of Flooring Direct products only. Flooring Direct will not be liable for any mistakes made within the sample package or alternative samples provided (excluding your rights under clause 10.1).
2.2.4 Please note that:
184.108.40.206 A shade or pattern can vary dependent upon roll or section of flooring. This means that a sample may not always be representative of the entire flooring.
220.127.116.11 Manufacturers can make variations to flooring designs. This means that a sample you have received may not be the exact same as the entire flooring if you go on to purchase it.
18.104.22.168 Checks should always be made on the arrival of a product to ensure it is adequate regardless of whether samples have been ordered or not.
2.2.5 We aim to deliver samples within 10 working days of ordering. This is an estimation and an aim only and no liability will be placed on Flooring Direct if this estimation is not met.
2.2.6 In the unlikely event that samples ordered are not delivered within 10 working days, it is solely the customers responsibility to inform the Flooring Direct customer service team of this matter.
22.214.171.124 To contact the Flooring Direct customer service team you can telephone us on ‘0333 1234 581’ or, if this is not possible, e-mail us at ‘email@example.com’. (Please note that the customer service team are available 8:30am-7pm Monday to Friday, 8:30am-12:30pm on Saturday and 10am-12pm on Sunday).
126.96.36.199 Our customer service team aim to respond within 48 hours (excluding Sunday). Please note that this is an aim only and Flooring Direct are not liable for any loss or harm caused due to this time frame not being met (subject to clause 10.1).
2.2.7 If a sample package has been lost or misplaced, Flooring Direct will send out a replacement at no cost to the customer. However, if samples are delayed, Flooring Direct are under no liability to rectify this and the customer will be required to wait longer for the samples to arrive.
2.2.8 Each individual customer can order up to 6 free samples within one order. It is prohibited for an individual to order more than this allowance and doing so constitutes a breach of these Terms and Conditions.
3 The price of products
3.1 The price of each product is listed on our website in GBP. Please note that prior to the checkout stage the price shown is inclusive of VAT but exclusive of carriage, insurance, installation, or any other associated costs.
3.2 The overall cost of ordering any product will be shown during the checkout process. This is when a calculation will be made for the complete cost of any flooring according to the selected dimensions, will include any relevant delivery charges and include VAT.
3.1.1 Please note that the cost shown during the checkout process will remain exclusive of any insurance, installation, or any other associated cost.
3.2 It is the customers responsibility to ensure that any measurements ordered are correct. Flooring Direct will not be held liable in the event of the wrong measurements being selected and ordered.
3.3 The price listed for each product is subject to change. The amount due for a product is the amount shown on the website at the time of the order. No claim can be made regarding fluctuation in price after an offer to purchase has been made.
3.4 The ‘Price Match Guarantee’
3.4.1 Flooring Direct operate under a ‘price match guarantee’ policy. This means that Flooring Direct will match the price offered from another online competitor as long as the product is genuine, identical and in stock (available from the online competitor and Flooring Direct at the time of communication).
3.4.2 The ‘price match’ policy does not apply to any promotional offers from competitors or online competitors of whom are in the process of closing down.
3.4.3 To claim this ‘price match’ the sales team should be contacted via e-mail or telephone (see clause 188.8.131.52 for contact details)
184.108.40.206 Within the method of communication chosen, details regarding the online competitor and photographic evidence of the product, including its price, should be provided to the sales team. (Note clause 220.127.116.11 for response time frame).
3.4.4 Flooring Direct has full discretion to disallow the ‘price match’ request if it reasonably believes (see clause 1.5.5) the price evidenced is false, ingenuine, incorrect, not identical, or is out of stock from either distributer.
3.4.5 The price match guarantee does not apply if an order has already been made and a claim cannot be back dated.
3.5 Payment methods
3.5.1 Flooring Direct accept payments made by debit card, credit card, paypal, amazonpay and Klarna.
3.5.2 If a payment is made and is not received by Flooring Direct in cleared funds, Flooring Direct has full discretion to terminate the contract immediately.
4 The delivery process
4.1 Flooring Direct offer free delivery on all orders that amount to over £150, excluding orders which include the purchase of laminate or hard wood.
4.1.1 For delivery involving the acquiring of laminate or hard wood the price is usually £29.00 GBP.
4.1.2 For delivery which is not solely for flooring accessories, which amounts to less than £150, but does not include laminate or hardwood the price is usually £16.95 GBP.
4.1.3 Please note that these prices are a prediction only and the amount due can vary depending upon location and the dimensions/quantity of product[s] ordered.
4.1.4 The delivery fee, if applicable, will be calculated during the check-out process on the website or will be communicated to you if ordering via the telephone.
4.1.5 Please bear in mind that customers requiring delivery to offshore post codes, the highlands or outside of the United Kingdom will be charged extra for delivery. As the amount will be dependent upon location and order, please contact our customer service team (see clause 18.104.22.168 for contact details).
4.2 The liability for any damage passes to the customer at the point of the first (successful or unsuccessful) delivery to the kerbside.
4.2.1 Flooring Direct will not be liable for any damage that occurs to the product[s] past the point of the first attempt at delivery, whether this attempt results in a successful delivery or not.
4.2.2 Flooring Direct will not be liable for any damage that occurs to the product[s] past the point of the kerbside. For example, Flooring Direct will not be liable if an individual damages a product during transportation from the kerb into the home.
4.3 The delivery offered by Flooring Direct is a one-man kerbside delivery service. No Flooring Direct employees or related delivery drivers are under any duty to carry the product[s] inside.
4.3.1 In some situations, delivery drivers may carry products further than this, but this is at their own independent discretion and has not been recommended by Flooring Direct.
4.3.2 The duty of bringing any product[s] inside from any kerb solely falls to the individual acquiring the product[s].
4.3.3 Due to this, we recommend any customer ensures they are prepared to receive and carry any product[s] inside on delivery without assistance.
4.4 The customer has a duty to be available for their delivery. Flooring Direct will attempt to deliver a total of 2 times for no extra fee as courtesy.
4.5 If the first and second attempt to deliver are unsuccessful due to the customers unavailability a, fee of £25.00 will be charged to the customer. This amount can be taken directly, or from a refund if applicable.
4.6 Please bear in mind that as Flooring Direct operates from two site locations, multiple parts of one order can arrive separately. Due to this, please wait the full 10 working day period before contacting Flooring Direct in the event that part of an order is missing.
5 Our delivery time frame
5.1 Flooring Direct aim to deliver products as soon as 3 working days after confirmation of processing. We estimate that delivery from the date of purchase can take up to 10 working-days.
5.1.1 Please note that this time frame is an estimate only and Flooring Direct are not liable for any deliveries that arrive after the 10-working day period.
5.1.2 Please bear in mind that deliveries to offshore post codes, the highlands and locations outside of the United Kingdom may take longer to arrive.
5.2 If 10 working days have elapsed from the time you made your order and you are unable to gather information from any tracking details provided, please contact our customer service team (see clause 22.214.171.124 for details).
5.3 As any time frame provided for delivery is an estimation only, we strongly recommend that you do not book or hire any professional fitters until after you have received your order.
5.4 Flooring Direct are not liable for any loss or damage arising from delivery occurring later than expected.
5.5 More information regarding our delivery process can be found on our delivery and returns page.
6 Cancelling an order
6.1 Due to the automatic, fast paced system Flooring Direct has in place to work through orders, Flooring Direct can usually only accept the cancellation of an ‘order’ up to 6 hours after the offer to purchase has been sent. However, it is not guaranteed that any cancellation requests will be upheld due to the time of an order affecting the timing of processing.
6.2 If an individual would like to cancel an order, they must contact the Flooring Direct customer service team as soon as possible and provide their delivery details and the reason for the cancellation request (see clause 126.96.36.199 for details).
6.2.1 To cancel an order, there must be an appropriate ground for cancellation (see clause 1.5.8). Flooring Direct hold complete discretion to decide what constitutes as appropriate in all circumstances.
6.2.2 In most circumstances, once 6 hours has passed since the time of order, Flooring Direct cannot cancel an order. (Please note however, that a customer can return the order in this instance, subject to clause 7 and the charges associated).
6.3 Due to this tight time frame, we urge all customers to ensure before placing the order that they are 100% sure they have selected the correct product, quantities and have inputted the correct personal details.
7.1 Flooring Direct operate under a 30 day returns policy. This 30-day period includes bank holidays, public holidays, or weekends.
7.2 This 30-day returns policy enables the customer to return their item/s to Flooring Direct in the unlikely event that the item is incorrect, damaged or unwanted within 30 days of the first attempted delivery.
7.3 All returns must be communicated to and authorised by Flooring Direct before-hand. Flooring Direct are under no liability to refund or replace a product that has been returned if it was not authorised before the item[s] were sent.
7.4 After this 30-day period, no liability is placed on Flooring Direct to compensate or replace a product of which is incorrect, damaged or unwanted.
7.5 Upon successful delivery, it is the customers duty to check their goods are correct and in suitable condition.
7.6 In the unlikely event that a product is damaged or incorrect, customers have a duty to inform Flooring Direct, within 2 working days of successful delivery, of the issue and ensure to provide ‘adequate detail’ (see clause 1.5.6).
7.6.1 If an order is damaged or incorrect, ‘adequate detail’ will only have been provided where there has been photographic evidence of which confirms the damage/mistake, the nature of the issue has been addressed and information regarding the order has been given.
7.6.2 No liability falls on Flooring Direct to replace or refund a delivery of a damaged or incorrect nature if a customer has failed to make contact and provide Flooring Direct with adequate detail during this 2 working day period.
7.7 If the customer does inform Flooring Direct of a damaged or incorrect order and provides adequate detail within the 2 working day period, Flooring Direct aim to respond within 48 hours (excluding Sunday) accepting or denying the return request.
7.7.1 Please note that as this time period is an aim only, Flooring Direct are not liable for any response that exceeds this expected time frame.
7.7.2 If the return request has been approved, the customer service team will inform you of the next steps required for you to access a new product or a refund. In some circumstances, the item[s] will be collected, however it is possible for the team to ask for the customer to send the item back or dispose of the item.
7.7.3 If an item is returned to Flooring Direct, please allow 10 working days post return for the warehouse to complete the necessary checks.
7.8 Providing the item is returned and all checks are successful, Flooring Direct will re-send the same product, a reasonable replacement or offer a full refund to the customer.
7.8.1 Please note that Flooring Direct hold all discretion as to which of these 3 options is offered.
7.9 Goods can only be returned or compensated for if they are in the original condition that they were received in (i.e. the products can’t have been fitted or cut in any way).
7.10 Goods can only be returned in good quality original packaging. It is therefore important for the customer to ensure careful unpacking of any order just in case a return is needed.
7.10.1 In the event that a customer has damaged their packaging and needs to return the product, new packaging must be requested from Flooring Direct at the customer’s expense.
7.10.2 Flooring Direct has full discretion to refuse collection at the pick up location if it is not in good quality original packaging.
7.11 Please note that in the unlikely event that a product has been returned and it is not in the condition which has been claimed by the customer, Flooring Direct has complete discretion to deny any refund or return request.
7.12 If a customer wants to return an order for a product or products that are in adequate quality but are unwanted, it is the customers responsibility to arrange a return and pay fees for the return and any costs associated.
7.12.1 Costs associated such as restocking fees for bespoke cuts are dependent upon product, and so this will be communicated to the customer by Flooring Direct during the acceptance of refund.
8.1 Any refund that is requested of Flooring Direct will be subject to acceptance in accordance with these Terms and Conditions. Flooring Direct have full discretion whether to approve or disprove a refund.
8.2 If a refund has been requested by a customer of whom is returning a product to claim a refund, Flooring Direct has complete discretion to accept or deny a refund dependent upon the quality of the return.
8.2.1 The ‘quality of the return’ relates to the success of the return itself, the time frame in which the return took, the condition of the product and the packaging used. Flooring Direct will take these factors (and those listed under clause 6) into consideration and will accept or deny a refund accordingly.
8.2.2 Flooring Direct will not provide a refund when:
188.8.131.52 The product[s] in question have been damaged after the point of the first attempted delivery.
184.108.40.206 The product[s] in question have been altered in any way post first attempted delivery
220.127.116.11 The customer has failed to notify Flooring Direct providing adequate detail (see clause 7.6.1 for detail) regarding a damaged or incorrect delivery within two working days of successful delivery.
18.104.22.168 The 30 day period (starting from the first attempted delivery) has elapsed before the return has arrived.
8.3 If a refund has been accepted, Flooring Direct will notify the individual via the e-mail address provided during the check out process or via the telephone (either directly through a call or via answer machine).
8.4 We estimate that any refund should show in the relevant account within 7 working days.
8.4.1 Please note that this time frame is an estimate only and Flooring Direct are under no liability if this process takes longer than estimated.
8.4.2 If a refund does not show in the account after 7 working days, we recommend contacting our customer service team immediately (see 22.214.171.124).
8.5 If a refund has been confirmed by Flooring Direct, where the product[s] were purchased with a credit or debit card, the refund will automatically refund that same card.
8.5.1 If any relevant details have changed during the time between the order and refund, Flooring Direct must be informed of this before the refund takes place.
8.5.2 Flooring Direct will not be liable for any loss where they have not been communicated regarding any financial changes.
8.6 If a refund has been confirmed by Flooring Direct, where the product[s] were purchased with amazonpay, paypal or Klarna, the refund will automatically enter the related account.
8.6.1 For more details, see the terms and conditions for the relevant account provider.
8.7 The refund processed by Flooring Direct will always take into consideration and remove any fees appropriate according to these Terms and Conditions.
9 Our website
9.1 Any use of the Flooring Direct website constitutes an acceptance that all intellectual property held on the website is to be utilised by Flooring Direct and its relevant suppliers only.
9.1.1 Any usage or download of this intellectual property should be for a non-commercial, personal use only.
9.1.2 To not comply with this clause constitutes a fundamental breach of these Terms and conditions.
9.2 Flooring Direct will take all reasonable precautions (see clause 1.5.7) to keep the details of your order and payment secure. Unless Flooring Direct are proven negligent, they shall not be liable for unauthorised access to information supplied by any individual or company.
9.3 Though Flooring Direct aim to ensure all information found on the website (www.flooringdirect.co.uk) and supplied by employees is accurate, Flooring Direct are not liable for any loss or harm caused by an error, misrepresentation, recommendation, or omission found either on the website or supplied by an employee (subject to clause 10.1).
9.4 Flooring Direct are not liable for any loss of material content, or any other damage caused by information taken from the website (www.flooringdirect.co.uk) or a Flooring Direct employee.
9.5 Product images utilised throughout the website are used for illustrative purposes only. No liability falls to Flooring Direct for supplying a product that is inconsistent with the image used online. Elements such as lighting and angles can visually distort the appearance of flooring, and the customer should always bare this in mind and check their product on delivery to ensure they are happy with what they have received.
10 Our liability under statute
10.1 Nothing within these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation or any other liability not limited or excluded by applicable legislation.
10.1.1 Nothing within these Terms and Conditions affects your statutory rights as a consumer.
10.2 These Terms and Conditions and the supply of goods by Flooring Direct will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.
10.3 If any clause or other wording within these Terms and Conditions are found to be invalid or unenforceable by the court the rest will remain unaffected.
11 The scope of our liability
11.1 It is solely customers of whom are responsible for the choice of product and ensuring its suitability for purpose. No liability will be held by Flooring Direct for failure of a product to meet its suitability (subject to clause 10.1).
11.1.1 When recommendations have been given regarding a products suitability, please note that these are purely recommendations and Flooring Direct cannot be held liable if a product does not meet its expected suitability.
11.2 Sometimes manufacturers change the specification of a product. This change may result in a variation of shade, colour, thickness or overall appearance. Due to this, if you have purchased a product from Flooring Direct previously and are looking to match the product, we would strongly advise ordering a new sample and inspecting the product carefully on delivery.
11.3 Flooring Direct cannot guarantee batch numbers and this can result in product variations. Flooring Direct are not liable for any variations that occur.
11.4 Any claims regarding a ‘manufacturers guarantee’ should not involve Flooring Direct and direct communication should be made with the manufacturer themselves. Flooring Direct will not be liable for any guarantee given to the customer by the manufacturer no matter the situation.
11.5 Flooring Direct shall not be liable for any financial, consequential, indirect or other loss[es] suffered by the customer or any third party.
11.6 Flooring Direct shall not be liable to any customer (including a customer of whom is a business or other entity) for any indirect or consequential loss or damage.
11.6.1 Flooring Direct will not be liable for any loss or damage, whether it is for loss of profit, loss of business, depletion of goodwill or otherwise, for costs, expenses or other claims for compensation which arise out of or in connection with this agreement.
11.7 In case of delays caused by circumstances beyond the control of Flooring Direct, we have the right to either suspend delivery or to cancel the contract without liability.