Your Flooring Installation

1 – How Do I Prepare for My Installation?

We kindly ask that you remove as much furniture, personal belongings and electrical items (such as TVs) from the area as possible before our team arrives.

If you have arranged for us to uplift and dispose of your old flooring, you can leave that in place and we will handle it for you.

If any gas appliances, plumbing or other fixtures need to be disconnected or adjusted, please arrange this in advance. We are happy to assist with coordinating this if needed.

Please also ensure that newly painted or wallpapered surfaces have had at least 7 days of drying time before installation begins, to avoid any risk of damage.

2 – What Time Will My Installation Start?

Our installers typically arrive between 8am and 9am. Occasionally this may be slightly earlier or later depending on the schedule for that day.

If you would like a more precise arrival time on the day of your installation, please call us on 01626 834637 and we will do our best to give you a clearer window.

3 – Will I Need to Be Home During the Installation?

It is generally preferable for you or someone you trust to be present during the installation, so that any questions or decisions can be addressed quickly.

If you are unable to be home, please make sure we have clear instructions for access and any other arrangements we need to be aware of in advance.

4 – What Happens If Extra Work Is Needed on the Day?

Sometimes, once work begins, we discover that extra materials or unexpected preparation work is required. This can happen particularly with older properties or where subfloor issues were not visible during the survey.

If this happens, we will stop, discuss the options with you clearly, and provide a written cost before proceeding. We will not carry out any additional work or incur any additional charge without your express agreement.

5 – Can I Make Changes to My Order After the Installation Has Begun?

Changes after installation has begun may not always be possible, and where they are, they may incur additional costs.

Please discuss any changes with us as soon as possible so we can advise you on what is achievable and what the implications might be.

6 – What If I’m Not Ready for Installation on the Agreed Date?

We understand that circumstances can change. If you need to reschedule, please give us as much notice as possible so we can rearrange your slot without disruption to our team.

Please note that if our installers arrive and the area is not ready for work, an abortive visit charge may apply to cover their time and travel. We will confirm the applicable charge when you contact us to reschedule.

7 – When Do I Pay My Final Balance?

The labour balance is due on the day of satisfactory completion unless a different arrangement has been agreed with us in writing.

Payment for materials is required upon order confirmation. We accept payment by BACS, credit card and debit card. If you pay by credit card, your payment may be protected under Section 75 of the Consumer Credit Act 1974 where the transaction value is between £100 and £30,000.

8 – What Happens After Installation?

Once the installation is complete, we will leave your home clean and tidy, removing all waste and surplus materials. We will also vacuum the new floors so you can enjoy your space straight away.

We will send you aftercare advice and your warranty documentation so you know exactly how to look after your new floor.

Any off-cuts will be removed unless you ask us to leave them. Off-cuts can be useful for future repairs, so please let us know if you would like to keep them.

9 – Is There a Warranty on the Flooring and Installation?

Yes. We provide a 5-year installation warranty as standard on all residential installations (12 months on commercial installations). This is our own warranty, meaning you contact us directly in the first instance if you have any concerns.

Product warranties vary by range. Please contact us at info@flooringmatters.org for specific warranty information on your chosen product.

10 – What Do I Do If I Notice a Problem After Completion?

If you notice any issue with the installation or materials after completion, please contact us in writing within 14 days of the issue becoming apparent.

We will arrange a prompt inspection and, where a valid defect in materials or workmanship is confirmed, we will put it right at no cost to you. For product-related concerns, we will liaise with the manufacturer on your behalf.

Please do not attempt any repairs yourself before contacting us, as this may affect your warranty.

11 – Anything Else We’d Love You to Know?

We’d love to see photos of your new floor once it’s down. If you’re happy to share them on social media, we’d be delighted to send you a little thank-you voucher as a way of saying thank you.

If you were happy with our service, we would also be very grateful if you could leave us a review online. It helps us grow and helps others make their decision with confidence.