Terms & Conditions

1. About Us

Flooring Store is an online retailer of flooring products including laminate, luxury vinyl tile (LVT), solid wood, engineered wood, and associated accessories. References to "we", "us", or "our" refer to Flooring Store. References to "you" or "your" refer to the customer.

2. Placing an Order

2.1 Order Process

When you place an order through our website, you are making an offer to purchase the products. All orders are subject to acceptance by us. We will send an order confirmation email, but this does not constitute acceptance of your order.

2.2 Contract Formation

A legally binding contract is formed when we dispatch your order and send a dispatch confirmation email. Until this point, we reserve the right to decline or cancel any order.

2.3 Order Accuracy

You are responsible for ensuring all order details are correct, including delivery address, product selection, and quantities. We recommend ordering samples before purchasing full quantities to ensure the product meets your requirements.

3. Prices and Payment

3.1 Pricing

All prices are displayed in pounds sterling (GBP) and include VAT at the current rate. Prices are subject to change without notice, but changes will not affect orders already placed and confirmed.

3.2 Pricing Errors

We take care to ensure all prices are accurate. However, if we discover an error in the price of a product you have ordered, we will contact you before dispatch. You may choose to proceed at the correct price or cancel your order for a full refund.

3.3 Payment

Payment must be made in full at the time of ordering. We accept major credit and debit cards, PayPal, and bank transfer. All payments are processed securely through our PCI DSS compliant payment providers.

4. Product Information

4.1 Product Descriptions

We make every effort to display products accurately on our website. However, colours may vary due to monitor settings, and natural products like wood may have variations in grain and shade. We strongly recommend ordering samples before purchasing.

4.2 Batch Variations

Flooring products are manufactured in batches, and there may be slight variations in colour and shade between batches. We recommend ordering sufficient quantity for your project in one order to ensure consistency.

4.3 Stock Availability

All orders are subject to availability. If a product becomes unavailable after you place an order, we will notify you promptly and offer alternatives or a full refund.

5. Delivery

5.1 Delivery Service

We deliver throughout mainland UK. All flooring orders are delivered kerbside by pallet courier. This means products are unloaded at the nearest accessible point to your property. Due to the size and weight of flooring (often 500kg+), delivery is not made inside properties.

5.2 Delivery Timescales

Delivery timescales are estimates and not guaranteed. While we aim to meet stated delivery windows, delays may occur due to stock availability, courier schedules, or circumstances beyond our control. See our Delivery Information for current timescales.

5.3 Vehicle Access

You must ensure adequate access for a large delivery vehicle (up to 18 tonnes). If the driver cannot access your property safely, delivery may be refused and redelivery charges may apply.

5.4 Inspection on Delivery

You must inspect all products upon delivery and note any visible damage on the delivery paperwork before signing. Damage must be reported to us within 48 hours with photographs. Failure to note damage may affect your ability to claim.

5.5 Missed Deliveries

If you are not available to receive your delivery at the arranged time, redelivery charges will apply. Please ensure someone is present to accept and inspect the delivery.

6. Returns and Refunds

6.1 Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. To exercise this right, you must request a returns authorisation number from us.

6.2 Conditions for Return

Products must be returned in their original, unopened packaging in a resaleable condition. We cannot accept returns of opened, cut, or fitted flooring. Full packs only – no partial boxes. See our Returns Policy for complete details.

6.3 Return Shipping

You are responsible for arranging and paying for the return of products. We recommend using an insured pallet courier service. We cannot accept responsibility for products damaged or lost during return transit.

6.4 Refunds

Once we receive and inspect your return, we will process your refund within 5-7 working days. Refunds are made to the original payment method. Original delivery charges are only refunded if the entire order is returned.

6.5 Exclusions

The following are non-returnable: opened or part-used packs, cut-to-size products, special orders, custom items, and free samples.

7. Faulty or Damaged Products

7.1 Damaged in Transit

If products arrive damaged, note this on the delivery paperwork and report to us within 48 hours with photographs. We will arrange collection and replacement at no cost to you.

7.2 Manufacturing Defects

If you discover a manufacturing defect, stop installation immediately and contact us. Do not continue fitting defective products. We may require samples or photographs to assess the issue before authorising a claim.

7.3 Limitation

We are not liable for issues caused by improper installation, failure to follow manufacturer guidelines, unsuitable subfloor conditions, or normal wear and tear.

8. Product Warranties

Products carry manufacturer warranties as specified on individual product pages. Warranty coverage typically includes manufacturing defects but excludes:

• Damage from improper installation
• Damage from moisture, flooding, or water ingress
• Damage from improper cleaning or maintenance
• Normal wear and tear
• Colour fading from UV exposure
• Minor variations in colour, grain, or texture (natural characteristics)
• Commercial use of residential-rated products

Warranty claims must be supported by proof of purchase and evidence of proper installation in accordance with manufacturer guidelines.

9. Measuring and Quantities

You are responsible for measuring your space and ordering the correct quantity of flooring. We recommend adding 10% wastage for standard installations and 15% for diagonal layouts. We are not liable for shortages resulting from incorrect measurements or insufficient wastage allowance.

If you order additional flooring at a later date, we cannot guarantee it will be from the same production batch, which may result in slight colour variations.

10. Installation

We do not provide installation services. You are responsible for ensuring flooring is installed correctly in accordance with manufacturer guidelines. Improper installation may void product warranties.

Before installation, flooring must be acclimatised in the installation room for a minimum of 48 hours. Subfloors must be clean, dry, level, and structurally sound.

11. Trade Accounts

11.1 Eligibility

Trade accounts are available to bona fide trade customers including flooring fitters, builders, and interior designers. We reserve the right to approve or reject applications at our discretion.

11.2 Trade Pricing

Trade pricing is confidential and for the account holder's business use only. Reselling at prices that undermine our retail pricing is prohibited and may result in account termination.

11.3 Account Terms

Trade accounts are subject to these general terms plus any additional trade-specific terms provided at account setup. We reserve the right to modify trade pricing and discount levels at any time.

12. Samples

We offer free flooring samples to help you make your decision. Samples are representative of the product but may not match exactly due to natural variations and batch differences. Sample availability is subject to stock.

Samples are provided free of charge and are non-returnable. Limit of 4 samples per order.

13. Intellectual Property

All content on our website including text, images, logos, and product information is owned by or licensed to us. You may not reproduce, distribute, or use any content without our written permission.

14. Limitation of Liability

To the maximum extent permitted by law, our liability for any claim arising from or relating to these terms or your purchase is limited to the price you paid for the products in question.

We are not liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, installation costs, or costs of substitute products.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

15. Force Majeure

We are not liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, supply chain disruptions, pandemics, or government actions.

16. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, you may also have additional rights under the laws of your country of residence.

17. Changes to Terms

We reserve the right to update these terms at any time. Changes will be posted on this page with an updated revision date. Your continued use of our website or services constitutes acceptance of the updated terms.

18. Contact Us

If you have any questions about these terms or your order, please contact us: