Terms & Conditions Of Sale

Information about Us

This website is operated by Floor Factory  Limited (Floor Factory we, us, our), a company registered in England and Wales.

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).

Our Privacy Policy, Terms of website use, Delivery information and charges and Cookies policy form part of these Terms and where applicable hyperlinks to this information is set out within these Terms.

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

We will only use your personal information in accordance with our Privacy policy. Please read this policy carefully and make sure that you understand it.

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) (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.

We reserve the right to reject or cancel an order if we suspect that you are buying Products to resell for your own business purposes in a manner that we consider in our sole discretion could be damaging to our brand, customer proposition or business.

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.

The price you pay for your products is the price displayed on our site at the time we receive your order. 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.

All quoted delivery dates and times are estimates. 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 tradespersons 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 or Sundays.

All orders will be delivered to a single address. For security reasons your first order using a credit/debit card when placed on our 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.

We want to ensure that everything is right with your order, so please make sure that you carefully check it on receipt and ideally notify our customer services team within 24 hours via telephone or online chat if any products are missing or damaged. By notifying us within this time frame it smooths the investigation process and we can organise a redelivery, replacement or collection as appropriate.

Due to insurance guidelines, our delivery personnel are unable to enter private residences. For Big & Bulky deliveries, delivery will be to the kerbside of the address. For all other deliveries, delivery will be to the ground floor doorstep of the delivery address. The recipient of the delivery is responsible for any additional lifting once the delivery has been completed.

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

To see our returns and refunds policy, please click here.


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 02077321462. We will try to resolve any issues that you have as quickly as possible.

Click & collect terms & conditions

Our Click & Collect service is not available for ‘to order only’ and home delivered products.

Click & Collect orders can be made at any time on our website, via our Call Centre between 8am and 8pm Monday to Friday, between 8.30am and 5.30pm on Saturdays and between 10am and 4pm on Sundays by calling 02077321462 or on our website 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 our store within 1 store trading hour of our first email confirming your order number. Please check your store’s trading hours. Please wait for your email confirming your order is ready to collect. During busy times we may not be able to have your Click & Collect order ready within 1 hour, particularly if the order is placed outside of our store trading hours. To avoid an unnecessary journey or long wait at the store, please wait for your email confirmation that your order is ready to collect.

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 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.