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Terms & Conditions

Standard Terms

These are the Terms and Conditions which apply when buying online from flooringbynature.co.uk. 

Please read in conjunction with our Privacy Policy.  We reserve the right, at our discretion, to update and/or revise these Terms and Conditions. 

If you have any questions please contact our Customer Services team either via phone during normal working hours on 0331 6300470 or via email, or contact details can be found here.

Your Rights:

It is our responsibility to supply you with goods and services which meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us via phone number above. If you are unclear about your rights or require advice, you can contact Citizens Advice Consumer Service on 0345 404 0506 or online.

 

Your Contract

You are the customer. You agree to purchase goods from flooringbynature.co.uk subject to these Terms and Conditions and our Privacy Policy. Floor Design Ltd trading as Flooring by Nature reserves the right to alter or withdraw this online service at any time, to refuse the service to any customer and to amend these Terms and Conditions.  Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website.  

You must be 18 years or over to use our website.  By using this service you agree that the details provided by you, at any time, are correct and complete. You must inform us immediately of any changes to the information that you provided at the point of order.  You must give us your real name, address, phone number, email address and any other details that we may require to process your order. 

Your email address is essential in order for us to be able to supply you with important information such as order confirmations, and changes to the service. By ordering with us, you accept that your email address may be used to supply you with such information. By using flooringbynature.co.uk, you acknowledge that you have read and understood our Privacy Policy. 

These Terms and Conditions govern the supply by us of any product ordered by you, whether via the flooringbynature.co.uk website or by telephone or other means. 

Payment for products ordered via the website will be taken immediately and your order will be reviewed and confirmed with you by a Customer Service Adviser.  You will be invited to enter your payment details via a secure payment method.  Upon receipt of your order confirmation, you should check the details contained therein carefully including these terms and conditions and if you have any queries please raise these immediately using the phone number quoted above.  Payment for items which are added to your order may be taken via an alternate method such as via a credit card payment over the phone. 

 

Ordering 

Measurements & Tolerances 

You are responsible for all measurements used when calculating the appropriate amount of flooring to be ordered.  Smooth flooring such as laminate, luxury vinyl tiles and engineered flooring is purchased per square metre but supplied by the box.  The relevant pack size will be available to view on the website and a flooring calculator may be available to assist you to provide a guide price based on the square metreage which has been entered into the calculator tool.  When estimating appropriate floor coverage for your installation, a tolerance of up to 10% (rounded up to the nearest box) will be added to your order to allow for colour matching between boxes and wastage during fitting. This is for guidance only but you are responsible for the final amount ordered.  Flooring by Nature is not responsible for any overages or shortages for incorrect measurements or order quantities placed which have been supplied to us.   

If you have a surplus box or two after fitting, we suggest these be stored on a flat dry surface for future use. These are often useful to be kept should an accident occur enabling you to swap a couple of planks or tiles. Only unopened boxes with the manufacturers original packaging in its original state will be accepted should you wish to return part of your order. This will be refunded at the original order value and does not constituent a cancellation of your order. We reserve the right to charge a re-stocking fee and delivery costs for any items returned. 

 If you wish to return a small number of items, please contact customer services on 03330 150 501 or Contact Us.  If a subsequent order is placed due to a short measure, we cannot promise this will be supplied from the same batch as that previously supplied. 

 

  

Ordering from Samples 

A sample service is available across all our products, should you wish to check the product features before placing an order with us.  All images on the website are for illustration purposes only, colours will change depending on the screen/device on which you are viewing the images. 

We always recommend you order a sample of the flooring prior to ordering your flooring as this will give a more accurate representation of the flooring you will receive. However, it should be noted that the sample is still only representative of the final product and may only show a small part of the overall design as it will have been taken from a larger piece.  

There may be a significant variation in the colour and design of your flooring due to the random nature which occurs with wood, wool and other natural materials from which the design has been taken. We believe this enhances the natural look and overall appearance of our floors and will not be considered a manufacturing fault or defect. 

Equally, colour variation will occur from batch to batch so your sample should be considered as a guide to colour and will not be an exact match to the final product ordered. 

 

 

Delivery 

General Information about Delivery 

Standard delivery times quoted can only be used as a guide and provided at the time of order.  Your order confirmation is subject to sufficient stock being available by the manufacturer at the time your order is placed by us. Delivery times may increase around holidays and peak shipping periods. Our 3rd party carrier will deliver your goods to “kerb side” only. As standard we provide a one-man delivery team, as many of our products are large and bulky you must have appropriate help available at time of delivery to move products indoors. 

When our 3rd party carrier contacts you to arrange delivery, please make them aware if there are any special requirements to support the carrier in completing a successful delivery.  If you have alternative delivery requirements, please contact us prior to dispatch of your order. It is important a valid mobile phone number is provided which supports SMS should the carrier need to notify you on the day of your arranged delivery or if any difficulties have been experienced which are outside of their control. 

If you require your order to be shipped to an alternative address to the billing address, please specify this during the order process. Although we will make every effort to amend or change delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the address is changed or an incorrect address has been specified during the order confirmation process. If the ordered goods require collection and re-delivery to an alternative address, further delivery costs will be incurred and will need to be paid for prior to the onward transportation of the goods.  We reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled. 

Some of the products ordered may be fragile in nature and whilst care will be taken to ensure these goods arrive in good condition, this may be completed using a palletised delivery.  Flooring by Nature nor the 3rd party carrier will be responsible for the disposal nor any costs incurred in the removal of such items provided to protect your goods during transit. 

  

Delivery Times and Delivery Delays 

Our carrier will make every effort to deliver on the date requested by the customer, however, Flooring by Nature cannot be held liable for late delivery if this is caused by circumstances outside of our control. 

Where a delivery fails due to non-attendance of the customer or the receiver being absent, notification will be sent and you will be contacted to attempt re-delivery.  Goods will not be left in an area which is unattended and will be returned to the 3rd party courier’s premises until a new delivery date has been confirmed.  

While we strive to meet all delivery timelines, unforeseen circumstances such as inclement weather, traffic conditions, or technical issues may lead to delivery delays. For these reasons we strongly advise against booking third-party contractors, such as fitters, for immediate installation upon delivery. Additionally, while we take pride in delivering high-quality flooring products to our customers, in rare instances, there may be manufacturing defects or damage that is not apparent until the flooring is unpacked. Allowing some time between delivery and installation enables our customers to inspect the flooring thoroughly for any issues. This also helps the customer with any 3rd party contractor disputes that may arise due to incorrect or improper installation or damage of the product when being fitted. Flooring by Nature will not be responsible for any costs incurred due to the immediate booking of third-party contractors for installation, including any delays or issues arising from such bookings.

 
 

Restricted Access 

We must be informed at the time of order of any restrictions which may exist to access or difficulties which may affect the successful completion of the delivery of your flooring.  This will help us prevent delays and costs for aborted deliveries. 

  

UK Mainland excluding Northern Ireland 

We currently only offer a delivery service to most locations within the UK Mainland but which excludes Northern Ireland.  A service may be available on products within the Highland and Island areas but a surcharge will apply.  Details are available on request.   

  

Refusal of Goods 

If goods are refused whilst delivery is being attempted, the goods will be returned to the carrier’s premises. We will get in touch with you to ascertain the reason for refusal and whether a subsequent delivery date can be agreed upon. We reserve the right to apply a surcharge for a second delivery attempt and will request all costs are settled in advance of any agreed delivery dates. 

It is the customers responsibility to ensure they are available to take delivery of the goods at the specified time.  A cancellation fee, based on any costs incurred by Flooring by Nature, will be chargeable if such a request is received outside the statutory 14 day cancellation period. 

 

Cancellation & Returns

Residential customers may cancel orders of stock items up to 60 days from receipt of goods. Special order and bespoke products such as custom rugs will not be eligible for returns. Commercial/B2B orders will not be eligible for returns. To cancel your Contract you must inform us clearly in writing and return the Products to us in suitable packaging as soon as reasonably practicable and certainly within seven days of cancellation, at your own cost. We shall inspect and check measure your returned Products to assess their condition. You have a legal obligation to take reasonable care of the products and not use or soil them while they are in your possession. Returned products should reach us in their original packaging and in a resalable condition. If you fail to comply with this obligation we have the right to refuse to refund or take action against you for compensation. After we have inspected your return we shall action a refund if appropriate to you within 14 days.

When your products have been delivered you have a reasonable opportunity to make sure that they are the products you ordered. If not you must not cut into, fit or use them. You must retain the packaging so that this can be reused, if possible for their return. You will be responsible for the condition of the products and for their reasonable care whilst they are in your possession. Please contact us within 48 hours of delivery to report any incorrect products. 

Any unpaid carrier charges will be deducted from your refund (see ‘Cancelling Your Order’ above). If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for return carrier charges incurred by your refusal.  

If it is found that any of the larger products upon delivery will not fit through any doors or stairwells and the product is subsequently returned or refused, you are responsible for all return carrier costs. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of delivery easily. 

Once your flooring has been professionally fitted, it is considered a final acceptance of the product. As such, we are unable to accept returns on flooring that has been fitted.

Visual defects reported after the fitting process will not be considered for returns or refunds. We emphasise the importance of inspecting the flooring at the earliest opportunity to address any concerns promptly.

General Provisions 

Product Warranties 

Warranties are only applicable for the original purchaser, and a receipt of purchase must be provided. Any damage, except accidental damage during transit, occurring during the fitting or which has occurred due to negligence, malice, removal, fire, water damage and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty. If your flooring is agreed to be replaced, Flooring by Nature will deliver, to the exclusion of other demands, an equivalent product and collect the defective product (which must be uplifted and in a fit state for transportation). Other costs incurred during the replacement of the new flooring (including fitting charges) will not be covered. In the event of a disagreement, an independent expert will be appointed to inspect the flooring in situ. Statutory rights are not affected. 

  

Damage in Transit / Shortages 

If you believe your goods are damaged, these must be reported to us as quickly as possible and no later than 14 days after arrival.  If these are noted at the time of delivery, this should be pointed out to the delivery driver and they should be asked to make a note of this and take pictorial evidence to confirm this.  If you will not be present at the time of the delivery, please ensure the person accepting the goods on your behalf is aware of this requirement.  This does not affect your statutory rights and in the events of the goods being faulty, these will be replaced or refunded. 

  

Problems With Your Order 

Whilst our third-party carriers will do what they can to prevent damage in transit, this can sometimes occur or issues may arise to prevent delivery of your order that are out of our control.  We cannot accept any liability for time or financial loss as a result of, for example but not limited to; cancellation costs of a fitter booking, loss of holiday etc. 

These provisions made are by your choice and at your discretion but do not affect your statutory rights. We would also advise all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will however arrange for a replacement item or refund for any incorrect items at no additional cost to you. 

  

Product Naming Conventions 

It is the policy of Flooring by Nature to change the name of all products to ensure each has a unique name within our product ranges. Your product will be ordered and will arrive direct from the manufacturer (via our 3rd party carrier) using the manufacturer’s packaging.  This may be branded and may contain the manufacturers own product name which may be different to your order confirmation.  This method of amending product names is a standard industry practice but should you wish to check the correct items have been delivered, please contact our Customer Services team. 

  

Advice on suitability, fitting and following manufacturers fitting guidelines & acclimatisation  

If a member of Flooring by Nature is asked to provide advice on the suitability of products or regarding installation, this will only be offered as general advice and should not be relied upon for a specific individual’s property.  We do not currently offer a fully fitted service for ‘Online Only’ products and our representatives will not provide the inspection deemed for advice which can therefore be relied upon.  We would suggest that your fitting partner inspects your subfloor and existing floor covering before purchasing these products if you are unsure about their suitability. 

We would advise a professional and competent fitter be contracted to fit your flooring to provide you with the best finish.  Whether a 3rd party is employed to complete the installation or you install the product yourself, please ensure the supplier’s own fitting and maintenance instructions are carefully followed to prevent swelling of the joints or other expansion problems including acclimatisation and to ensure the warranty is not invalidated. Laminate flooring will be affected by moisture and wet mopping is therefore not recommended. 

 

These terms and conditions were last updated on 3rd May 2023. 

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