Terms and Conditions of Sale
Consumer Customers (Residential)
These Terms and Conditions apply to all contracts for the supply of flooring goods and installation services by Flooring Matters SW Ltd (referred to as “the Company”, “we”, “us” or “our”) to consumer customers. By accepting a quotation or placing an order, you confirm that you have read, understood and agree to be bound by these Terms.
1. Your Statutory Rights
1.1 Consumer Rights Act 2015
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015. Goods we supply must be as described, of satisfactory quality and fit for purpose. Installation services must be carried out with reasonable care and skill.
1.2 Credit Card Protection
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.
Note: If you choose not to pay by credit card, this statutory protection may not apply. We accept payment by BACS, debit card and credit card.
2. Quotations and Pricing
2.1 Quote Validity
All quotations are valid for 30 days from the date of issue. If you wish to proceed after this period, we will review current pricing and confirm any changes before proceeding.
2.2 Fixed Price
Our quotations are generally fixed price and cover all agreed works from survey to completion. All prices are exclusive of VAT unless stated otherwise.
2.3 Additional Works
In circumstances where we were unable to fully inspect your subfloors during the survey (for example, due to existing flooring being in situ), there may be additional preparation works required. If this is the case, we will stop, provide you with a written quotation for the additional works, and will not proceed until you have given your express written agreement to any additional charges.
2.4 Colour and Product Selection
Where a quotation is issued with colour or product selections listed as “to be confirmed”, final selection must be confirmed in writing before materials are ordered. If the selected colour or product carries a different unit cost from that quoted, we will notify you and confirm any price adjustment before ordering.
3. Orders and Cancellations
3.1 Order Confirmation
An order is confirmed once you have accepted our quotation in writing (including by email or online acceptance) and the required deposit has been received.
3.2 Material Deposit
Payment for materials is required upon order confirmation. This deposit is used to procure your materials and is non-refundable where goods have been ordered on your behalf.
3.3 Cancellation of Bespoke Goods
Orders for materials that are cut to length, made to order, or specially sourced cannot be cancelled once placed, as these are bespoke goods procured specifically for you.
3.4 Cancellation of Standard Stock
Cancellation requests for standard stock items must be made before delivery and may be subject to a restocking charge. Please contact us as soon as possible if you need to cancel.
4. Payment
4.1 Material Costs
Payment for materials is due upon order confirmation as set out in clause 3.2 above.
4.2 Labour Costs
Payment for installation labour is due on the day of satisfactory completion of works, unless a different arrangement has been agreed with us in writing.
4.3 Withholding Delivery
We reserve the right to withhold delivery of materials or decline to commence installation where payment has not been received in accordance with these Terms.
4.4 Late Payment
Where any amount due is not paid by the agreed date, we reserve the right to charge interest at a rate of 2% per calendar month or part thereof on the outstanding balance, calculated from the date payment was due until the date of receipt.
5. Installation
5.1 Customer Preparation
You are responsible for ensuring that the area is clear of furniture, personal belongings and electrical items before our team arrives, and that adequate access, power and lighting are available. Failure to do so may result in rescheduling and an abortive visit charge.
5.2 Wall and Surface Preparation
Newly painted or wallpapered surfaces must have had at least 7 days of drying time before installation begins, to avoid any risk of damage during the installation process.
5.3 Subfloor Responsibility
Subfloors must be structurally sound, level and dry. Where subfloor remediation is required, this will be quoted and agreed separately in accordance with clause 2.3.
5.4 Care During Installation
Our installers take great care when working in your home. However, minor scuffs or marks to décor can occasionally occur as materials are brought through a property. Our liability for any such damage is limited to the reasonable cost of making good the specific area affected. We are not liable for pre-existing damage, concealed cables, pipes or fittings, or damage resulting from inadequate preparation by the customer.
5.5 Door Trimming
If your internal doors do not clear the new flooring, we can trim standard timber doors at an additional cost, subject to sufficient material being removable without affecting structural integrity. We cannot modify fire doors, glazed doors or composite doors. We accept no responsibility for subsequent warping, paint cracking or finish issues following trimming.
5.6 Abortive Visits
If our installers arrive and the site is not ready for work through no fault of our own, an abortive visit charge will apply to cover time and travel. We will confirm the applicable charge when you contact us to reschedule.
6. Goods – Quality and Characteristics
6.1 Quality Warranty
Goods supplied by us will conform to their description, be of satisfactory quality and be fit for the purpose for which they are supplied, in accordance with the Consumer Rights Act 2015.
6.2 Colour and Batch Variation
We will use reasonable endeavours to supply goods matching agreed samples or displays; however, exact colour, shade or pattern matching cannot be guaranteed. Variations can occur between batches, between different rooms and across multi-directional or multi-level installations.
6.3 Carpet Characteristics
Pile carpets may show shading, crushing, flattening or pile pressure in high-traffic areas. These are inherent product characteristics and are not manufacturing defects. We are unable to accept liability for complaints arising solely from these natural effects.
6.4 Defect Assessment
Any alleged defect should be assessed from a normal standing or seated viewing position. Features only visible when viewed from an unusual angle, or under deliberately positioned backlighting, will not be considered a defect. Assessment will be made by reference to applicable British Standards and Contract Flooring Association guidelines.
7. Warranty and Complaints
7.1 Installation Warranty
We provide a 5-year installation warranty as standard on all residential installations (12 months on commercial installations). This warranty covers defects in workmanship and is provided directly by Flooring Matters SW Ltd.
7.2 Product Warranty
Product warranties vary by manufacturer and range. Please contact us at info@flooringmatters.org for specific product warranty information.
7.3 Reporting a Problem
If you notice any issue with materials or installation after completion, please contact us in writing within 14 days of the issue becoming apparent. We will arrange an inspection and, where a valid defect is confirmed, repair or replace at no cost to you.
Please do not attempt any repairs before contacting us, as doing so may affect your warranty.
8. Retention of Title
8.1 Ownership of Goods
Ownership of all materials supplied by us remains with Flooring Matters SW Ltd until full payment has been received. Until title passes, you must not sell, assign or otherwise dispose of the materials.
9. Limitation of Liability
9.1 No Exclusion of Statutory Rights
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any matter where it would be unlawful for us to exclude or restrict liability.
9.2 Cap on Liability
Subject to clause 9.1, our total liability to you, whether in contract, tort or otherwise, shall not exceed the total value of the goods and services supplied to you under the relevant contract.
9.3 Consequential Loss
We shall not be liable for any indirect or consequential loss, loss of use, loss of enjoyment, or any business loss arising out of or in connection with the contract, however caused.
10. Data Protection
10.1 Use of Your Personal Data
We will process personal data you provide in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR. Your data will be used solely for the purposes of fulfilling your order and will not be shared with third parties except as required by law or necessary for performance of the contract.
11. Governing Law
11.1 English Law
These Terms are governed by the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
By accepting our quotation or placing an order, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
