Terms and Conditions
Terms & Conditions
The information on these pages together with the documents referred to on it, clearly set out the “Terms & Conditions” upon which we supply any of the goods listed on our website www.flooringdirect2U.com to you. Please read these terms carefully, print and keep a copy of them for your reference before ordering any goods from our website. You should understand that by ordering any of our goods, you agree to be bound by these terms and conditions.
A copy of our terms and conditions will be provided with every order confirmation email. You should print or keep a copy of these terms and conditions for future reference.
Please check the box marked “I accept the Flooringdirect2U.com terms and conditions” on the Checkout page before pressing “Checkout”. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any goods from our website.
1. Eligibility to Purchase Products
1.1 All products on our website are available for sale to residents of mainland United Kingdom only. We do not accept orders from or deliver products to individuals outside this territory.
1.2 In order to satisfy our legal requirements and ensure that the delivery of the products can be made effectively and safely we need to be sure of certain pieces of information about you.
1.3 By placing an order through our website, you acknowledge and confirm that:
• You are legally capable of entering into a binding contract
• You are at least 18 years old
• You are resident in the United Kingdom
• You are accessing our website from the United Kingdom
2. Delivery/Dispatch Policy
While every effort will be made to ensure that all items shown are in stock we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. Goods delivered normally arrive between 10.00am and 5.00pm, Monday to Friday, in 3 to 5 working days of receiving your order confirmation. You are able to supply your preferred delivery day in the shopping cart, when you purchase your choice of products, however we use a third party transport company and whilst they will endeavour to deliver your goods on your preferred delivery date, we cannot guarantee this as all deliveries are at the transport companies discretion. We are also unable to give an estimate of the delivery time as all deliveries are at the discretion of the transport company, however you will receive a telephone call from the transport company 1 hour before delivery is due to arrive. If there is a likelihood of a delay in despatching your order, we will call you to discuss alternative arrangements convenient to you. Saturday delivery can be arranged if needed. Saturday deliveries are before 12.00 Noon and you must receive your order confirmation at least 3 days prior to saturday otherwise delivery will fall on the following Saturday. Delivery before 12.00 Noon can be arranged if needed. Deliveries before 12.00 Noon are Monday to Friday in 3 to 5 working days of receiving your order confirmation. Timed delivery can also be arranged if needed. Timed deliveries are specified by you the customer between the time of 10.00am and 5.00pm, Monday to Friday in 3 to 5 working days of receiving your order confirmation. The charge for delivery will be based on post code location and your chosen delivery option. During the checkout process you will be required to select your appropriate delivery option from the dropdown box.
Extra charges may apply to certain destinations. The following post codes may incur a surcharge. If you require any further information, please contact us at enquiries@flooringdirect2U.com with your details and we will advise accordingly:-
AB, DD, IV, KW, PH & NORTHERN IRELAND.
We use a third party delivery company and as such the delivery driver will take the goods from the Kerbside at the nearest access point to the delivery address for the delivery vehicle to your door/garage but is not allowed to enter homes for insurance purposes. The driver may require help unloading the products. Deliveries can be made by a large lorry or van so it is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width restriction, please inform us at the time of placing your order to discuss alternative delivery options. If a delivery is attempted and is unable to be delivered due to weight or width restrictions and you have not informed us, you will be charged for re-delivery.
If the transport company arrives at your address and is unable to deliver on the delivery date because you are not home, refuse to sign, refuse delivery or there is inadequate help available, you will be liable for the re-delivery charge. In order for a successful delivery, you must be at your delivery address to sign for your goods. In the event that you are not available to provide a signature on the delivery date, then you will
be charged for a re-delivery. Deliveries cannot be left outside in porches, garages or any other location. If you live above ground floor level for example in a flat, we are only able to deliver your goods to the ground floor entrance.
We have teamed up with a reliable transport partner to ensure delivery service levels are maintained. However very occasionally damage may occur during the transportation of goods which we apologise for in advance. Therefore it is important to check (examine the pallet and count each item to make sure everything ordered as per your order confirmation email has been received) and sign for your order on arrival. If you are unfortunate to receive damaged goods or there are missing items please make sure it is noted on the transport companies paperwork. No claims with regard to damaged or missing items can be made after the driver has left the delivery address, unless signed for as damaged or missing on the delivery companies paperwork. In the unlikely event that some of your goods are damaged we will collect and replace the damaged product. In the unlikely event any of your goods are missing we will arrange delivery of the missing items. Any claims must be made within 7 days of receipt
of goods. We therefore strongly suggest you contact us direct as soon as possible to make us aware of any problem. We cannot be held responsible for any consequential losses after delivery has been signed for and no liability can be accepted for costs caused by late deliveries or for any other reason. We therefore advise against booking installers until the goods have been received and inspected.
If we are delivering to an alternative address to the billing address, meaning the address to where the payment card is registered, we are more than happy to accommodate. However we will only accept alternative delivery address orders where payment is being made by Visa, MasterCard or Maestro and in addition, we require proof of ID before any contract can be agreed. Acceptable forms of proof of ID may include the following:-
Valid Driving Licence, Gas Bill, Electric Bill, Water Bill, Landline Telephone Bill, Council Tax Statement or Bank Statement.
This list is not exhaustive but all documents must be less than 3 months old or valid in the case of a Driving Licence. The cardholder in person may also be required by the transport company to produce the same original form of ID when signing for the delivery.
3. Prior To Installation
Once goods have been received by you they are deemed to be your responsibility. It is imperitive that all goods are stored correctly and acclimatised where necessary prior to installation. Any loss or damage to the goods caused after delivery will be your responsibility. We strongly recommend you read and follow the manufacturers installation instructions which come with the products as soon as you receive your goods or alternatively you can go to the Flooring Advice section of our website to view/print the installation guides (these guides will also include valuable information on the correct way to store your goods). Once the installation has started no claims for incorrect goods will be accepted and no claims for faulty or damaged boards can be accepted after the installation.
4. Prices and Tax
4.1 All prices quoted are in UK Pounds Sterling exclusive of VAT at the prevailing rate and goods are sold under English Law. The charge for delivery varies depending on the delivery option chosen in the shopping basket (please see our Delivery page for details). Some remote parts of the UK may incur a delivery surcharge, but we will contact you about this before proceeding with your order. The VAT will be added in the shopping basket before you go through to checkout and before you make your purchase.
4.2 The price of any products will be as quoted on our site from time to time and included on your Order Confirmation except in cases of obvious error.
4.3 Prices are liable to change at any time, but changes will not affect orders where we have already sent you an Order Confirmation.
4.4 Our website contains a large number of products and it is always possible that, despite our best efforts, some of the goods listed on our website may be incorrectly priced. We will normally verify prices as part of our order confirmation procedures so that, where a product’s correct price is less than our stated price we will charge the lower amount when dispatching the goods to you. If a product’s correct price is higher than the price stated on our website, we will normally contact you with details of the correct price to see if you wish to continue with the order before dispatching the goods or at our discretion, reject your order and notify you of such rejection.
5.1 We accept payment by credit or debit card, telegraphic transfer or cheque. Where payment is made by way of credit or debit card, we will take payment from the relevant account at the point of order confirmation stage, having checked your goods are in stock, ready for collection and dispatch by our transport partner. We will not dispatch your order until we have received payment in full. Please ensure that the account you use for payments is able to complete the transaction as we are unable to accept liability for any banking or interest charges incurred as a result of a payment being deducted. We reserve the right to pass on any charges incurred by ourselves for any payments rejected by your bank or card supplier.
5.2 If we are delivering to an alternative address to the billing address, meaning the address to where the payment card is registered, we are more than happy to accommodate. However we will only accept alternative delivery address orders wherepayment is being made by Visa, MasterCard or Maestro and in addition, we require proof of ID before any contract can be agreed (please see our Delivery/Dispatch section of the Terms and Conditions for full details).
6 Product Enquiries & Special Order Items
6.1 We make every effort to offer only products, sizes and colours that are available and in stock with our suppliers. If a product, size or colour is not available, we will notify you on receipt of your order, after the order acknowledgement stage. No payment will have been taken from your debit or credit card at this stage as payment is only taken at the point of order confirmation stage, having checked your goods are in stock, ready for collection and dispatch by our transport partner.
6.2 All Accessories and Part Orders are non-returnable, this does not affect your rights when we are at fault for example, if goods are damaged or faulty.
6.3 Our website contains a large number of products and in order to do so, we have to class certain products as Special Order Items. All products on our website will clearly show in the product description section if the product is a Special Order Item. Special Order Items are so called for a number of reasons, but the main reason being that we have to specially order your goods from our suppliers and they offer us no refunds. All Special Order Items are non-returnable, this does not affect your rights when we are at fault for example, if goods are damaged or faulty.
7. Making a Contract with Us
7.1 When you place an order with us, you are making an offer to buy goods. All orders are subject to acceptance by us and once we have checked the price and availability of the goods, we will confirm such acceptance to you by sending you an e-mail that confirms the products you have requested and the price of the goods (the Order Confirmation). The contract between us will only be formed when we send you the Order Confirmation. We will not take payment from you until we have accepted your order. If you do not receive the Order Confirmation or any other form of alternative correspondence from us within 5 days of placing your order, please contact us to ensure your order has been received.
7.2 The Contract will relate only to those products whose dispatch we have confirmed in the Order Confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate Order Confirmation.
8. Cancellations and Returns
8.1 We hope that you will be satisfied with your purchase, however if you live in the United Kingdom you have a legal right to cancel your order up to 14 days after you have received the goods in accordance with the Consumer Contracts Regulations.
8.2 This policy does not apply to the following goods, which are exempt from the right to cancel: All Special Order Items, Accessories and Part Orders. This does not affect your statutory rights relating to damaged or faulty goods.
8.3 If your goods have not been dispatched we will refund you the full invoice amount within 7 working days.
8.4 If your goods have been dispatched from our suppliers but not delivered, we will refund in full, less any direct expenses, for example transport costs involved.
8.5 If you have taken delivery of your goods you must return the goods to us at your own expense following our returns procedure. You must notify us of the cancellation in writing by email to: enquiries@flooringdirect2U.com marked returns, clearly stating your original order number. We will then refund the order less any direct expenses we may have incurred in fulfilling the original agreement. Direct expenses incurred include any delivery costs. If the delivery is refused and cancelled, all delivery costs will be deducted from the refund.
8.6 If you wish to return any goods you must ensure that they are packaged adequately to protect against damage. If you have opened any boxes to examine the product, you are under a legal duty not to use the products and to take care of them. We recommend that you take care with the packaging and try not to damage it as it is specially designed for the product. If you fail to take reasonable care of the goods before they are returned to us and this results in damage or deterioration, we will charge accordingly. You are responsible for the risk of loss or damage when you return goods, so you should take out enough insurance to cover their value.
8.7 All returns must be accompanied by a valid returns authorisation number which will be provided by our office following receipt of your cancellation/return instructions and must be shown on your couriers paper work when returning the goods. You will need to return the goods back to us securely packaged, in the condition they were received, at your own expense as soon as possible via your chosen courier to the following address:
Ramage Transport Ltd
New York Way
Newcastle upon Tyne
Alternatively, you can request us to collect the goods. Simply notify us in writing by email to: enquiries@flooringdirect2U.com entitled returns, quoting your order number. You must notify us of a time and date when you will make the goods available for collection by our transport partner when informing us in writing of your cancellation. You will be issued with a returns document by email which you need to print out and attach to the goods and you will be required to securely package the goods in exactly the same way you received them, (on a pallet) otherwise collection will be refused by the transport company and you will be charged for the call out. If you require our transport partner to collect the goods, we will inform you of our reasonable costs incurred in collecting the goods and you must agree to meet these costs. You must send us a cheque or authorise us in writing to take the money from your debit or credit card and funds must be cleared in advance of collection.
8.8 If you do not return the goods within 21 days of your cancellation instructions, we may choose to recover the goods from you and charge you the cost of doing so. If despite sending a cancellation notice, you do not return the goods or fail to make them available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made and if we have already granted a refund, you will be charged again for your order at the price set out on our website.
8.9 When you return goods to us in a condition which indicates that they have been used or attempted to be installed after you have had a reasonable chance to inspect them, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate costs from you.
8.10 Refunds will be made to the payment card that was initially used to make the purchase, within 30 days of cancellation.
9. Damaged or Faulty Goods
We make every effort to ensure your goods are delivered in perfect condition and hope that you will be fully satisfied with your products. All goods are inspected thoroughly before dispatch and are deemed to be in a saleable condition upon dispatch. Please inspect your goods immediately they arrive and before the delivery driver leaves your address as no claims with regard todamaged items can be made after the delivery driver has left the delivery address unless signed for as damaged on the delivery companies paperwork. Goods refused on delivery that are found to be undamaged on return to us will incur the return delivery charge where applicable. In the unlikely event some of your goods are damaged we will collect and replace the product. Any claims must be made within 7 days of receipt of goods. Damaged or faulty goods must be reported to us immediately in writing to our contact address or by email to enquiries@flooringdirect2U.com marked damaged or faulty goods, clearly stating your original order number, explaining your concerns and a suitable collection date. We will confirm the collection date by email and arrange collection of the item. On receipt of the returned item and verification of your concerns, we will dispatch a replacement product or issue an appropriate refund. If however following inspection of the goods, your concerns are deemed to be unfounded, you will be liable for the costs incurred for collecting the goods. You are entitled to inspect the goods and we recommend that you do so thoroughly, however you can not return goods as damaged or faulty following installation unless the damage or fault was not ascertainable until after installation. Where we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for delivering the exchange goods to you. Similarly if goods are returned as undelivered and we agree to re-send them to you, you will have to pay the additional delivery costs.
10. Product Guarantee
If you do not use a Damp Proof Membrane on ground floors or if you do not use the correct underlay or if you do not have the flooring fitted correctly, this will affect your guarantee. For further details we recommend you read the manufacturers installation instructions as soon as you receive your goods or alternatively you can view/print the manufacturers installation guides from the Flooring Advice section of our website.
The colour of goods may vary slightly from that shown on our website due to limitations of browser software and monitors. The images shown only give an impression of the real colours and nuances of the product and are not identical to the real colour. The images displayed do not give an overview of all the different nuances in the product. We therefore recommend you view the product in person at a local shop where possible.
All confidential information, including credit and debit card details are held securely and only transmitted in encrypted form. The data concerning your credit/debit card will not be stored on our website or the servers we use as this information is processed and encrypted via a secure connection to Barclays Bank for authorisation. Customer details are not passed to third parties and are used only in accordance with the Data
13. Title and Risk
Ownership of the goods will only pass to you when we receive full payment of all sums due in respect of the goods including delivery charges.
You are responsible for the care of the goods once they are signed for on delivery and you should store the goods securely and safely, acclimitise the goods prior to installation where necessary and insure the goods accordingly. We will not be responsible for any damage caused from incorrect storage.
In order to protect against fraud we are only able to deliver goods to a different address to the billing address if payment is made by Visa, Mastercard or Maestro and in addition, we require proof of ID before any contract can be agreed (please see our Delivery/Dispatch section of the Terms and Conditions for full details). We do check the address you give on your order before delivery.
15. Use of Website
15.1 You are permitted to use our website for your own purposes and to print and download material from this website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.
15.2 The copyright and other intellectual property rights in all material on this website are owned by us or our licensors and must not be reproduced without our prior consent.
15.3 Subject to paragraph
15.2, no part of this website may be reproduced without our prior written consent.
15.4 You agree to indemnify us against any claims, losses, liabilities, damages and expenses (including legal fees), arising out of use of this website.
16. Site Uptime
16.1 We take all reasonable steps to ensure that this website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and other technical issues. Therefore we will not be liable if this website is unavailable at any time.
16.2 This website may be temporarily unavailable due to issues such as system failure, maintenance or repair or for reasons beyond our control. Where possible we will try to give our visitors advance warning of maintenance issues but shall not be obliged to do so.
17. Visitor Conduct
17.2 When using this website you shall not post or send to or from this website any material:
(a) for which you have not obtained all necessary consents.
(b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom.
(c) Which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.
17.3 We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of Paragraph 17.2.
18.1 We take all reasonable steps to ensure that the information on this website is correct. However, we do not guarantee the correctness or completeness of material on this website. We may make changes to the material on this website at any time and without notice. The material on this website may be out of date, or on rare occasions incorrect and we make no commitment to ensure that such material is correct or up to date.
18.2 The material at this website is provided without any conditions or warranties of any kind. To the maximum extent permitted by law, we provide access and use of this website on the basis that we exclude all representations, warranties and conditions which but for these Terms may have effect in relation to this website.
19. Changes to these Terms and Conditions
19.1 These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms and conditions will apply to future orders.
19.2 We have the right to revise or amend these terms of sale from time to time to reflect changes in market conditions affecting our business such as changes in payment method, changes in technology, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.
19.3 You will be subject to the Terms and Conditions of sale in force at the time that you order goods from us, unless any change to those terms and conditions is required to be made by law or if we notify you of the change to these terms and conditions before we send you the Order Confirmation in which case we have the right to assume that you have accepted the change to the terms and conditions.
19.4 Previous versions of our Terms and Conditions can be viewed here…
20. Governing Jurisdiction
This contract / legal notice shall be governed by and construed in accordance with English law.
Any dispute(s) arising in connection with this contract / legal notice are subject to the exclusive jurisdiction of the English courts.
21. Consumer Rights
None of the above Terms and Conditions affect your statutory consumer rights. If you have any doubts about your statutory rights then we recommend you contact your local trading standards or Citizens Advice Bureau.
22. Our Details
Flooringdirect2U.com is the trading name of Marshall-Huang Ltd, which is a company incorporated in England and Wales, registered under company number 6648864 and whose registered office is at 114-116 High Street, Gosforth, Newcastle upon Tyne NE3 1HB.
Our VAT registration is: 941 5398 08
Our contact details are:
Tel: 0191 2412581
Fax: 0560 3423197