Information about Us
This website is operated by Floor Factory UK Limited (Floor Factory, we, us, our), a company registered in England and Wales with its registered address 886 Old Kent Rd, London SE15 1NQ
To contact us, please see our Contact us page
These terms and conditions confirm the legal terms (Terms) on which we will sell the Product(s) (Product(s)) listed on our website (Website) and website in-store (Website In-store) (collectively our Sites).
These Terms apply to any contract between us for the sale of Products (Contract). Please read them carefully and make sure that you understand them before you place your order. You should also print a copy of these Terms for your future reference.
Use of our Sites
Your right to access and use of our Sites is subject to our Terms of website use.
How we use your personal information
How the contract is formed between us
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
After you place an order, we will send you an e-mail to confirm that we have received it (Order Acknowledgement). However, this does not mean that your order has been accepted by us.
Unless you cancel your order in accordance with our Cancellations, Returns and refunds policy (see below) or we have contacted you to confirm that we are unable to accept your order, our acceptance of your order will occur automatically on the earlier of the date we deliver the Products to you or 7 days following the date we send our Order Acknowledgement e-mail. The Contract between us will only be formed at this time.
We reserve the right to reject any order for any reason and no order will be accepted until payment is received in full for all Products and any related delivery charges.
All orders are subject to stock availability. If we are unable to supply any of the Products that you have ordered we will inform you as soon as possible. In the event that an out-of-stock Product is part of an order and we cannot contact you, we will send what Products we have in stock, refunding the purchase price of any unavailable Product where payment has already been made.
How to pay
You can pay for Products ordered on our Website by debit or credit card, or by PayPal. We accept the following cards: Visa and Mastercard credit cards and Maestro, Delta and Visa Electron debit cards. Payment for Products (including delivery charges) will be debited from your payment card (or PayPal account where relevant) at the time of placing your order. This does not mean that your order has been accepted and, if for any reason, your order is not accepted or we are unable to supply the Products you have ordered a full refund will be issued.
If you pay for Products using PayPal, in order to confirm your identity and ensure your PayPal account is not being used without your consent, we will validate your name, address and other personal information supplied by you during the order process against appropriate third party databases. By using PayPal as a payment method, you consent to these checks being made and confirm that the PayPal account being used is yours. All PayPal payments are subject to authorisation by PayPal.
If you place an order on our Website In-store, you will be required to make payment at the till using the following accepted payment methods: cash, Visa and Mastercard credit cards and Maestro, Delta, American Express and Visa Electron debit cards.
Price of Products
The prices displayed on our Sites are largely the same as our in-store prices. However, we may offer different prices for Products purchased from our Sites to those in store. These prices may be higher or lower than in our stores and our stores are under no obligation to match the prices quoted on our Sites, likewise the Sites are under no obligation to match in-store prices. Online-only promotions apply to transactions made on our Sites only.
We take care to ensure that the prices of Products on our Sites are correct. However, due to the large number of Products on our Sites it is possible that, despite our best efforts, some of them may be incorrectly priced. We normally verify product prices following receipt of an order and if we discover an error in the price of the Products you have ordered we will contact you to give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
Please note that if the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a pricing error, we do not have to provide the Products to you at the incorrect (lower) price even if we have failed to notify you that we do not accept your order within 7 days of our sending our Order Acknowledgement.
The price of all Products includes VAT (where applicable) but does not include delivery charges. Our delivery charges are as quoted on our site from time to time (see Delivery section below).
For full details of our delivery service, delivery locations and charges please refer to our Delivery information and charges page.
All quoted delivery dates and times are estimates and although we will try our best to meet them we will not be responsible if we are unable to do so. We will let you know if we cannot deliver your Products within 30 days of when we receive your payment and will give you the option to either wait for the Products or cancel your order and receive a full refund.
We strongly recommend that you do not book fitters or trades persons until your order has been delivered and checked by you. We cannot be held responsible for any third-party costs or charges which you incur due to non-delivery of an order, or orders that have not been checked on delivery.
We are not able to process orders or deliver on UK Bank Holidays and Sundays.
All orders will be delivered to a single address. For security reasons your first order using a credit/debit card for the first time when placed on the Website or by phone will need to be delivered to the cardholder’s address. Subsequent orders can then be made to an alternative address. Orders made on our Website In-store, do not need to be delivered to the cardholder’s address.
To minimise inconvenience we will, wherever possible, try to make one single delivery to you. This means that if your order contains a mix of Products with different delivery lead times, the longest lead time will apply to the whole order. When you place an order containing a mix of Products including ‘Supplier Delivered’ items, one single delivery will not be possible as ‘Supplier Delivered’ Products are delivered direct from the supplier.
All deliveries must be received and signed for by a person over the age of 18. If no-one is available to take the delivery, we will leave details at the address to rearrange delivery. We may need to make an additional handling charge for redelivery. Should no-one be available to take the redelivery we may cancel the order and refund your money, excluding any delivery charges.
Due to insurance guidelines, our delivery personnel are unable to enter private residences. Delivery will be to the kerbside of the delivery address. The recipient of the Products is responsible for any additional lifting once the delivery has been made.
Big & Bulky deliveries
We are dedicated to getting your order to you as promised and safely. Please be aware that it will be necessary to deliver most Big and Bulky orders on a flat bed truck fitted with a hydraulic crane, which can weight up to 26 tons with an approximate length of 9 metres, fitted with extending leg supports required when using the crane.
Safety is paramount, and our drivers will first do a safety check on arrival to ensure there are no issues with the ground, overhead cables and public access before commencing delivery. Unfortunately, if there are any safety or access issues we will not be able to complete the delivery and the driver’s decision is final.
Should this occur our team will discuss with you what options are available, including refunding your order.
We use pallets to delivery the majority of these products. These form part of the product packaging and are non-returnable. You can reuse these pallets or alternatively dispose of them independently.
Risk of loss and damage in the Products will pass to you on the date when the Products are delivered or on the date on which we make our first attempt to deliver them to you.
Returns and refunds
You can cancel any website order (excluding bespoke or made to measure products) and receive a full refund (including standard delivery charges) by completing our contact form or telephoning our customer service team on 020 7732 1462 at any time before the product is dispatched or within 14 days starting on the day after delivery. No refund of delivery charges will be made if the cancellation notice is received outside of this timeframe.
For orders placed on our website in-store, if you wish to cancel any items before the product is dispatched for delivery:
- Please complete our contact form or contact our customer service team 020 7732 1462
- If your order contains items that are being delivered directly from one of our suppliers, we will arrange for your item(s) to be cancelled. This may take a few days to arrange. We will be in touch when we are ready to process your refund
However, in both cases you will also need to return the item to your local store, along with the original payment method and receipt/order confirmation to receive a refund.
Please note that if you cancel an order after the product has been delivered, you will be responsible for returning the product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of products please see below.
Products which are not required
You can return any unused Product to us in its original condition for a refund within 30 days of delivery to you. This right to return does not apply to bespoke or made to measure Products. For information regarding how to return a Product please see below.
Within 30 days of receipt, any unused Product can be returned at your expense for a full refund or exchange. Proof of purchase is required, and all Products must be undamaged in their original packaging and include all relevant accessories.
Please note that:
- No refunds or exchanges can be given on Bespoke / Made to Measure Products or Special-Order Products
- Floor Factory Kitchen & Bathroom only stores are unable to accept returns for Products purchased in other stores
- Refunds cannot be given on
- Out of date Products
- Perishable Items (Plants, Turf etc)
- If the Product you purchase is faulty, or not as described, we may offer an exchange, refund or repair as appropriate.
As a consumer customer you may have additional legal rights and this policy does not affect these rights.
Additional terms set out below apply to Products purchased on our Sites:
Products purchased on our Website
For Website orders, refunds will be paid to the payment card used to place the order and will be made as soon as possible and no later than, the earlier of 14 days after our receipt of the returned Products or 14 days after our receipt of evidence of the return of the Products to us. We are permitted to reduce your refund to reflect any reduction in the value of the Products which are due to the manner in which you have handled them.
Website In-store orders
For orders placed on the Website In-store, once we have received your returned item(s), we will be in touch when we are ready to process your refund. You will need to return to store along with original payment method and receipt/order confirmation to receive your refund.
How to return a Product
Products purchased in store
Bring it to any of our branches, complete our contact form or contact our customer service team on 020 7732 1462 for advice.
Products purchased on our Sites
If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by any of the following methods:
Free returns to store
You can return Products you no longer require to your nearest Floor Factory store with proof of purchase. Please note that:
- Products purchased on our Sites which are “Big and Bulky” are required to be returned via courier (see below).
Returns via courier
To arrange for a product to be collected to return, please complete our contact form or telephone our customer service team. We’ll ask for your order number and details of the product to be returned.
We will arrange for the collection of the product by our nominated carrier. Please note that there will be a minimum charge payable by you, our standard delivery charge – for this service, which may increase depending on your location and product type.
Faulty or damaged Products
In the unlikely event that a delivered product is faulty or damaged, we will exchange it or provide you with a refund, as long as we are notified of the product’s fault within 30 days of it being delivered to you.
You can choose to return faulty or defective products to your local store with proof of purchase.
Please note that:
- Our Kitchen and Bathroom stores are unable to accept returns for products purchased in our standard stores
- “Big and Bulky” products cannot be returned to store. Please complete our contact form or call us on 020 7732 1462 and we will arrange a courier to collect the products.
Alternatively, you can arrange for the faulty or defective product to be collected by completing our contact form telephoning us on 020 7732 1462 with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund.
For orders placed on our website In-store, once we have received your returned item(s), we will be in touch when we are ready to process your refund. You will need to return to store along with the original payment method and receipt/order confirmation to receive your refund.
Except for the remedies set out in our Refunds and returns section (see above), if any Product which we supply is proven to be damaged or defective we will either repair or replace the Product or offer a refund less a fair amount on account of your use of the Product.
Where we are unable to perform our obligations under the Contract due to matters outside of our control or if we supply a Product that is damaged or defective we will not in any circumstances accept liability for any claim to recover loss of profits or any special or indirect loss, damage or expense. Nothing in these conditions excludes or limits in any way our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation;
- or any matter for which it would be illegal for us to exclude or attempt to exclude our liability;
As a consumer customer you may have additional legal rights in relation to Products that are faulty or not as described and nothing in these Terms affects these rights. Further advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
As a responsible retailer, we are aware that minors can incorrectly use some DIY Products. We do not knowingly sell to children and orders may only be placed by persons aged 18 or over.
Other important terms
We reserve the rights to make changes to these Terms. Any changes will be posted to the site and will take effect immediately. You should therefore read the Terms each time you place an order with us.
Our site and its contents and any Contract formed as a result of its use shall be governed by and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English courts.
If you are not satisfied with your purchase, please contact our customer service team. Please complete our contact form, or telephone us on 020 7732 1462. We will try to resolve any issues that you have as quickly as possible. If you remain unhappy with our final response, you may be entitled to refer your complaint to The Furniture Ombudsman.
You may also access the European Commission’s Online Dispute Resolution Portal.
Click & collect terms & conditions
The click and collect service is not available for ‘to order only’ and home delivered products.
Click and collect orders can be made at any time on our website or by phone between 8am and 8pm Monday to Friday, between 8.30am and 5.30pm on Saturdays by calling our customer service number or on our website and In-store during normal store opening times. Your call will be charged at the same rate as calling a landline, call rates from mobile providers will vary.
Subject to stock availability, we will aim to ensure that Click & Collect orders are available for collection from the nominated store within 1 store trading hour of our first email confirming your order number. Please check your store’s trading hours as these may vary.
Once your order has been placed you will receive an email confirming your order number. A second email will be sent to confirm when your order is available for collection. If you have chosen to collect items from more than one store, then each store will contact you separately to inform you that your item(s) are ready for collection.
Orders will be held for 24 hours from the time we send our e-mail to confirm that your order is available for collection. If you have not collected your order within this timeframe you will be contacted by the store. We reserve the right to automatically cancel and refund any orders not collected within 5 days. When collecting your order please ensure that you have your order confirmation email (either printed or on your phone), together with the payment card used to make the purchase as Floor Factory reserve the right to see this card before releasing the Products. If 3rd Parties are collecting Products on your behalf they must have a copy of the order confirmation email, Floor factory reserve the right to ask to see photo ID, such as a valid photo card driver’s licence or passport which will be photocopied by the store before the Products are released. Please note that Products will not be released to non-approved collection or courier companies.
In accordance with our returns policy you can return any product (including special order products, but excluding made to measure products or bespoke products which you do not require to the store for a refund, provided we are advised of the proposed return within 30 days of the product being collected by you.
If you have paid by PayPal, please bring a copy of your order confirmation (either printed or on your phone), together with photographic ID, such as a valid driving licence.
If you wish for your order to be collected by a third party, they will need to bring a copy of your order confirmation (either printed or on your phone), together with photographic ID, such as a valid driving licence.