Delivery

Delivery anywhere in London is £30. If you require your product to be delivered outside the London area please phone for a quotation.

Larger flooring deliveries are made using commercial pallet couriers, smaller ones are made by parcel couriers.

All orders are made to “Kerbside”. This means that the goods will be unloaded at the nearest point of access to the delivery address for the delivery vehicle; the driver will not carry heavy objects up stairs. The driver may require help unloading the products. Please inform us if the delivery address is located in a high-rise building. Pallet deliveries are generally made on vehicles with a tail lift; pallets are lowered down and wheeled to the nearest accessible point.

It is assumed that the delivery address will be accessible by lorry. If this is likely to be a problem i.e. the road is subject to vehicle weight or width restrictions, please inform us at the time of order and we will attempt to deliver on a smaller vehicle. Please inform us before purchasing your product/s if the delivery address is located in the congestion zone.

Please inspect your goods immediately on delivery; no claims with regard to damage items can be made after our courier has left the delivery address, unless signed for as damaged on delivery. It is the buyers’ responsibility to check the goods for damage or wrong delivery before accepting delivery. No claim for damages or wrong delivery can be made if the couriers receipt is signed as goods received in good condition. Any claim for damages or wrong delivery must be made in writing within 3 days of receipt of goods, failing which all claims shall be deemed to be waived.

No liability can be accepted for costs caused by late deliveries or for any other reason.
Therefore we advise against booking tradesman for installation until the goods have been received.
Solid & Engineered wood and laminate floors need time to acclimatize to their new environment, as a guide: 5-10 days for wood, 1-3 days for laminate. Please refer to manufacturers instructions. 

Most orders are dispatched from stock with a lead time of 5-7 working days. All deliveries are subject to stock availability.
Deliveries will be made between 9.00 am and 6.00 pm. We are unable to give an estimate of delivery time as all deliveries are at the couriers discretion. If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there you will be charged for re-delivery. 

If an item is not in stock please contact us and we can check when the stock is due to arrive.
Due to high demand stock may be un-available even when our website shows units left.
In this case we will contact you as soon as possible to inform you of the expected delivery date, or to amend or cancel your purchase.

In the event that you are not available to provide a signature on the pre-arranged date, then you will be charged for a re-delivery. Deliveries cannot be left outside in porches, garages or any other location.

 

Returns

Floor Factory operates a no quibbles return policy. We will accept all returns of whole or part orders which are in good condition, unopened and in their original packaging (Unless damaged and signed as such on delivery form, see delivery), providing that you the customer have a receipt and the goods are returned within 30 days from the purchase date. Please note that all customers have a duty of care to look after the products prior to their return.

Special order items are refunded less 20% (These are any products not stocked and need to be ordered especially for you the customer). End of line ranges are not subject to return.
All returns of over 5 packs will be subject to a restocking charge currently at 15%.
Carpets and vinyls are non refundable as these are cut to the customers specifications (Unless damaged see terms and conditions).

Please note that it is advisable to retain one or two packs should you need to carry out a repair in the future and the product has been discontinued.

Collections

When collecting goods already paid for please ensure you have your receipt. If you are unable to personally collect your goods and have arranged for someone else to collect for you please inform us prior to collection. No products can leave the store unless paid for in full. Collections are not available for internet sales.



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